چکیده:
If we want to maximize the benefits of electronic services and be among the leading countries in the field of information and communication technology, it is necessary to establish various applications of information and communication technology in the best way in the country. Planning for the establishment of these applications will not be effective without evaluating and measuring them. Therefore, measuring the quality of establishing various applications of information and communication technology, including electronic commerce, electronic government, electronic banking, electronic education, and so on, is important. We should become aware of this feedback and strive to improve the country's situation in this area. In this article, after reviewing the relevant literature on the evaluation of the quality of electronic services, the "E-QUAL" model is described as the selected research model, and then the quality of electronic services of Raja Passenger Train Company is evaluated using this model. The results of the research indicate a high level of user satisfaction in many indicators, and in several indicators, such as some indicators of the "service interaction" dimension, user satisfaction has been evaluated at a low level.
خلاصه ماشینی:
Assessing the Quality of Electronic Services in Raja Passenger Train Company Shams al-Sadat Zahedi 1 , Javad Binyaz 2 * 1 Professor, Faculty of Management, Allameh Tabataba'i University, Iran 2 Master's Student, Allameh Tabataba'i University, Iran (Article Received: 10/7/1386, Approval Date: 2/8/1387) Abstract If we want to maximize the benefits of electronic services and be among the leading countries in the field of information and communication technology, it is necessary to establish various applications of information and communication technology in the best way in the country.
In this article, after reviewing the relevant literature on assessing the quality of electronic services, the “E-Qual” model is described as the selected model of the research, and then the quality of electronic services of Raja Passenger Train Company is evaluated using this model.
Stirrat (2004), in the field of measuring e-government performance, conducted research to answer the question, “Can a business model be used to improve the content and value of electronic services in the public sector?” She applied the e-commerce model of Watson et al.
Several models for measuring electronic service quality were identified in the literature: 1-E-Government Satisfaction Index, 2-E-SERVQUAL, 3-Davidson and Cooper Model, 4-WebQual TM, 5-SiteQual, 6-Asymmetric Effect Model, 7-Web Diagnostic Tools, 8-E-Kual.
” The variables of this hypothesis are: Independent variable: Information quality Dependent variable: Website user satisfaction Hypothesis Three “The interaction of the website services of Raja Passenger Train Company is satisfactory from the perspective of users.
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