The impact of e-government service quality in municipality of citizens continuous intention and satisfaction (Case study of Shiraz municipality)
mohammad kheiri
1
(
- Assistant Professor, Department of Management, Payame Noor University, Tehran, Iran
)
sedighe paroon
2
(
- Assistant Professor, Department of Agriculture, Payame Noor University, Tehran, Iran
)
Keywords: structural equation modeling, Citizen Satisfaction, E-Government Services, Citizens' Continued Use Intention,
Abstract :
In today's world, life is undergoing rapid change and transformation, with the emergence of information and communication technology, especially the implementation of e-government, being one of the major and crucial changes in this process. E-government, as one of the most significant changes in urban management, provides the opportunity to deliver services to citizens with high efficiency and citizen participation. One of the key challenges in this regard is the acceptance and utilization of e-government services by citizens. Electronic city administration provides a platform for citizens to access the services they need with maximum efficiency. Therefore, ensuring citizen satisfaction with municipal e-services is of great importance. In this study, the impact of the quality of electronic services on the continuous intention to use e-government services and citizen satisfaction with these services has been examined. The population of this research includes users of the Shiraz Electronic City website, and data collection tools included questionnaires. In this study, factor analysis and structural equation modeling techniques were used with the help of software such as LISREL and SPSS. The results of this study show that the quality of electronic services in Shiraz Electronic City has a direct and significant impact on the continuous intention to use e-services and citizen satisfaction. Additionally, the positive influence of the perceived quality of electronic services on the continuous intention to use these services has also been confirmed. As a result, municipal managers can utilize the findings of this research to enhance the capabilities of e-government and ensure citizen satisfaction. Customer satisfaction is of particular importance and can lead to the establishment of long-term relationships with customers and continuous use of electronic services.
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