Designing a model for improving the quality of electronic services of public service organizations (Study case of Social Security Organization)

Subject Areas : Public Policy In Administration

سید احمد موسوی ¹ , Naser Mirsepasi ²

1 -
2 - مدیریت دولتی ،دانشگاه علوم و تحقیقات،تهران ،ایران

Received: 2024-08-14 Accepted : 2025-01-28 Published : 2024-08-28

Keywords: Quality improvement, Electronic services, Public service organizations, Structural equations,

Abstract :

The purpose: of this research is to design a model for improving the quality of electronic services of public service organizations studied in the Social Security Organization.  This qualitative research is cross-sectional and proof-oriented in terms of its practical development goal. The number of participants were 35 academic and organizational experts who were selected by snowball method and semi-structured and in-depth interview tools with the help of Strauss and Corbin Foundation open coding data strategy.  Axial and selective analysis was done and a paradigm model was developed to analyze the data using structural modeling method with the help of PLS ​​software.  The findings: encourage governments and service-oriented organizations to use electronic services, provide and process the model with the aim of measuring the improvement of quality and development of services, ultimately the satisfaction of the beneficiaries.  Perceived value of saving - category) central to improving the quality of electronic services of public service organizations, background conditions, accessibility, community conditions, experience of using services, strategies, customer orientation, tendency to innovate, extensive advertising, web features, :intervening conditions, customers' attitudes, risk-taking, mental image, consequence The modernization of the organization is the result
The benefits of employees were to improve the quality of society's electronics.

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