International Journal of Life Science and Engineering
Articles Information
International Journal of Life Science and Engineering, Vol.1, No.2, May 2015, Pub. Date: Apr. 10, 2015
Analysing Electronic Service Quality from Customer Point of View in Telecommunications Company of Esfahan
Pages: 39-44 Views: 2824 Downloads: 1227
Authors
[01] Samira Rahmani-Moghadam, Department of Management, Najaf Abad Branch, Islamic Azad University, Najaf Abad, Isfahan, Iran.
[02] Majid Rashid-Kaboly, Management Department, Esfahan University, Esfahan, Iran.
Abstract
If you want to take maximum advantage of electronic services in the field of information and communication technologies in the pioneering countries in world class, be sure of various applications of information and communication technologies in the best use. Planning for the deployment of these applications will not be effective without them. Evaluate the quality of electronic services and customer satisfaction is one of the strategies that have allowed us to provide the quality of various applications of information and communication technologies such as commerce, e-government, e-services, telecommunication, electronic education and awareness.... and use this feedback to improve the work In this paper, after reviewing the literature on service quality and satisfaction with e-mail clients EUCS model is chosen as a model of study is described, and then use these models to assess the quality of a telecommunications company. The research method used is descriptive research. The research population consisted of all clients Esfahan is a telecommunications company that services the company will use a sample size of 332 patients was determined using the formula and simple random sampling method with reference to the telecommunications company clients of Esfahan was carried out. To assess the quality of the original five variables of ease of use, time savings, service content, appearance and accuracy hypothesis was formed from the consumer's perspective Telecom The sixth hypothesis is related to the overall satisfaction of customers is a telecommunications company. To evaluate the quality of questions with the help of a supervisor and collect relevant data other research model was developed containing 36 questions. The results of this study indicate that the index is easy to use, time saving, service content, appearance and accuracy of the electronic service quality evaluation, higher than average by end-customers was also evaluated. The 95% level meaningful relationship between gender, age and education indicators of EUCS (ease of use, time savings, service content, appearance and accuracy) was observed.
Keywords
Services-Electronic Services, Quality, E-satisfaction Model EUCS, Customer
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