چکیده:
Information and communication technology is a tool for sustainable development of villages in order to reduce poverty, bridge the digital divide, and prevent the migration of villagers to cities. To achieve these goals and to provide government services and other essential services needed by rural communities, ten thousand rural ICT offices have been put into operation with an investment of $280 million by the government. The purpose of this research is to measure the dimensions of service quality of rural ICT offices in Gilan using the SERVQUAL model of Parasuraman and to investigate its effects on satisfaction. Using a descriptive-correlational research method, 384 customers of these offices were selected as a sample. The standard SERVQUAL questionnaire was used to measure the dimensions of service quality, and also a satisfaction questionnaire was used to measure customer satisfaction. Structural equation modeling was used to analyze the data. The results show that the ranks of the dimensions of service quality are: reliability, empathy, assurance, responsiveness, physical factors, and the ranks of the dimensions of satisfaction are: satisfaction with employees, overall satisfaction, satisfaction with services. AMOS software was used to analyze the data and present the results.
خلاصه ماشینی:
Investigating the Effect of the Quality of Services of Rural ICT Offices on Customer Satisfaction (Case Study: Rural ICT Offices of Gilan) Mohammad Doostar1, Mohammad Ali Valipour2, Reza Esmaeilpour3 4 , Mojtaba Mahmoudi Information and Communication Technology is a tool for sustainable development of villages in line with reducing poverty, bridging the digital divide, and preventing the migration of villagers to cities.
The purpose of this research is to measure the dimensions of the quality of services of rural ICT offices in Gilan using the SERVQUAL Parasuraman model and to investigate its effects on satisfaction.
The obtained statistics and available evidence show that in achieving the goals of establishing rural ICT offices, good results have not been achieved and customers are not satisfied with the current situation, therefore, examining the quality of services and the level of satisfaction seems more necessary than ever.
The aim of this research is to measure the dimensions of service quality of rural ICT offices in Gilan province using the SERVQUAL model and its relationship with customer satisfaction.
Moreover, no research has been conducted in Gilan province so far to measure the impact of the quality of services of rural ICT offices on customer satisfaction.
Second hypothesis: The dimensions of service quality of rural ICT offices have a direct impact on customer satisfaction.
Rural ICT Offices It is a space where access to all government services, including communication services and information technology services, is possible, and villagers can use the aforementioned services by referring to this service center (Molaei Heshjin & Moradi, 1391).
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