Identifying and Prioritizing Effective Factors on Assessing Service Quality of E-Government

Abstract. This research is conducted with the aim of identifying and prioritizing effective factors on assessing service quality of E-Government. First, we deal with assessing and comparing service quality presented in Electronic Offices of two organizations: Social Welfare Insurance and Health Insurance, then benefited from managers viewpoints to identify and prioritize effective factors causing difference between these two organizations and finally reached to defined goals through analyzing statistical results. This research is true- experiment objectively and descriptive-survey by approach two Questionnaires are used for assessing service quality and effective factors affecting it. Statistical population of this research were insured population of these two organizations and office managers of electronic service offices in Tehran. In so doing a piloting sample of 260 users and 200 managers of both organizations were chosen. Cronbach's alpha were 0.875and 0.84 for SERVQUAL and effective factors on service quality questionnaires respectively and reliabilities of both were in acceptable range. Kolmogorov-Smirnov test was used for data normalization and confirmatory factor analysis and T-test were used for testing Hypotheses. Based on the confirmatory factor analysis results, service quality delivered by social welfare was higher than Health Insurance from Insured viewpoint, also responsibility aspect was the most important aspect of its service quality advantage in Social Welfare Insurance. Based on the factor analysis results of effective factors from managers viewpoint, all the five factors in conceptual model had positive effect and being manager-based was the first effective factor in its advantage. Finally, some recommendations were suggested for Insurance Organizations Service Quality improvement.

Keywords:

Electronic Service Quality, SERVQUAL Scale, Research Total Quality Service Model, Health Insurance,

PDF

___

Albercht, K. (2011). “Service Quality, The only Thing that Matters,” Harper Collins, Journal of Marketing, Vol. 42, No. 2, pp. 81-97.
Brown, J. R., & Dev, C. S. (2000). Improving productivity in a Service Business:Evidence from the Hotel Industry, Journal of Service Research, Vol. 2 No. 4,339–354.
Brown, S.W. and Swarts, T.A. (1989). “A gap analysis of professional service quality”, Journal of Marketing, Vol. 53, No. 2, pp. 92-98.
Choua, Chien-Chang., Li-Jen Liub, Sue-Fen Huangc, Jeng-Ming Yihd, Tzeu-Chen HanbApplied . (2011) An evaluation of airline service quality using the fuzzy weighted SERVQUAL method, Soft Computing 11, pp. 2117–2128.
Chow, Clement Kong Wing., (2014) Customer satisfaction and service quality in the Chinese airline industry. Journal of Air Transport Management 35 , pp. 102-107.
Corsby, p. (1979). “Quality is Free”, Mc Graw-Hill Book Company.
Cronin, J. and Taylor, S. (1992). “Measuring service quality: A reexamination and extension”, Journal of Marketing, Vol.56, pp. 55-68.
Daghfous, Abdelkader & Barkhi, Reza, (2009), The Strategic Management of Information Technology in UAE Hotels: An Exploratory Study of TQM,SCM, and CRM Implementations, Technovation 29, PP. 588–595.
Erdila , Sabri., Ouz Yıldızb., (2011), Measuring service quality and a comparative analysis in the passenger carriage of airline industry, Procedia Social and Behavioral Sciences 24 , pp.1232–1242.
Grönroos, C. (1988). “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9, No. 3, pp. 10-29.
Hallowell, R. (1996). “The relationships of customer satisfaction, customer loyalty, and profitability”, International Journal of service industry Management, Vol. 7, No. 4, pp. 27- 42.
Johnson, W. and Sirikit, A. (2002). “Service quality in the Thai telecommunication industry”, Management Decision, Vol 40, pp. 693- 701.
Lai, F., Hutchinson, J., Li, D. and Bai, C. (2007). “An empirical assessment and application of SERVQUAL in mainland China's mobile communications
Narayandas, Abbyetal (2011). "Service Quality: cunceptand models", International Journal of Quality and Relaibility Management 11/9,pp.263-276.
P. Fatma and N.H. Timothy, (2005) , Patient Satisfaction in a Preoperative Assessment Clinic: an Analysis Using SERVQUAL Dimensions, Total Quality Management 16 1, pp. 15–30.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (2008). "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, No.1, pp.12-40.
Wang, Y., and Lo, H. (2008). “Service quality, Customer satisfaction and behavior intention, Evidence from China's telecommunication industry”, Info, Vol. 4, No. 6, pp. 50- 56.