Examining the Quality of Electronic Services and Its Relationship with User Satisfaction in Social Security Organization (Branch 17)

Abstract

Given the importance of service quality in service organizations, this article attempted to analyze the impact of perceived quality of electronic services on user satisfaction with the provided services. To do this end, a questionnaire was designed and implemented to measure the satisfaction level of electronic services provided by Social Security Organization. It should be noted that the mentioned questionnaire was based on diverse dimensions of quality of electronic services offered in the form of a conceptual model (including usability, information quality and service interaction). This research was a survey study and it made use of a random sampling method thereof. Having collected data from a sample of 250 users of electronic services of the Social Security Organization (Branch 17) as well as doing correlation and linear regression tests, it was indicated that the perceived quality of electronic services has had a statistically significant and positive impact on user satisfaction with these services.

DOI: 10.5901/mjss.2016.v7n3s3p402