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

Mina Alavi, Abdollah MAJIDI
1.675 591


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.


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

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