Investigating the Impact of Electronic Desk Service Quality in Qazvin Municipality on Client Loyalty
Document Type : Original Article
Authors
1
Allameh Qazvini University Master's Degree Student - Electronic Commerce
2
Department of Public Administration, Qazvin Branch, Islamic Azad University, Qazvin, Iran
CSUM-2005-1004
Abstract
Measuring the quality of services, especially services provided in person and through electronic communication channels, is one of the challenges for managers. Quality of service is a tool for competition and promoting customer satisfaction.There are various models for evaluating the quality of e-services, which in the present study focus on the E-ServQual model, which has four main dimensions: efficiency, performance, system availability, and privacy In this study, the effect of e-table service quality on customer loyalty in Qazvin Municipality was investigated.
The research was applied in terms of purpose and in terms of descriptive-survey type, quantitative in terms of data nature and correlation between data relationships. The statistical population of the study was the clients who used the electronic e-service desk of the municipality. The sample size was determined to be between 5 and15 times the number of metrics according to the structural equation technique, and300 people were selected as the statistical sample.The data collection tool was a questionnaire whose validity was confirmed by formal and structural methods and its reliability was calculated using Cronbach's alpha coefficient. Structural equation technique was used in laser software to investigate the research hypotheses.The results of data analysis showed that the perceived value plays a mediating role in the effect of E-ServQual model dimensions on citizens' loyalty to the e-service desk.Efficiency,implementation, accessibility and privacy affect the loyalty of citizens to the e-service desk and the perceived value, and also the loyalty of citizens to the e-service desk has been influenced by the perceived value.
The research was applied in terms of purpose and in terms of descriptive-survey type, quantitative in terms of data nature and correlation between data relationships. The statistical population of the study was the clients who used the electronic e-service desk of the municipality. The sample size was determined to be between 5 and15 times the number of metrics according to the structural equation technique, and300 people were selected as the statistical sample.The data collection tool was a questionnaire whose validity was confirmed by formal and structural methods and its reliability was calculated using Cronbach's alpha coefficient. Structural equation technique was used in laser software to investigate the research hypotheses.The results of data analysis showed that the perceived value plays a mediating role in the effect of E-ServQual model dimensions on citizens' loyalty to the e-service desk.Efficiency,implementation, accessibility and privacy affect the loyalty of citizens to the e-service desk and the perceived value, and also the loyalty of citizens to the e-service desk has been influenced by the perceived value.
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