طراحی مدل سنجش کیفیت خدمات دولت الکترونیک مورد مطالعه: دفاتر پیشخوان دولت

شناسایی شاخص‌های کلیدی در چارچوب مدلی علمی برای اصلاح و بهبود کیفیت خدمات دولت الکترونیک، از مهم‌ترین دغدغه‌های سیاست‌گذاران و کارورزان دولت الکترونیک است. در پژوهش پیش‌ رو، پژوهشگر ضمن شناسایی معیارهای کلیدی کیفیت خدمات دولت الکترونیک با جست‌وجو در مبانی نظری مرتبط و توزیع پرسش‌نامه در میان 11 نفر از خبرگان و متخصصان حوزۀ مدیریت کیفیت، مدیریت دولتی، سیاست‌گذاری، فناوری اطلاعات و دولت الکترونیک، که از روش گلوله برفی انتخاب شدند، مدلی برای سنجش کیفیت خدمات دولت الکترونیک براساس رویکرد ترکیبی مدل‌سازی ساختاری تفسیری (ism) و دیمتل تدوین کرده است. پژوهشگر با استفاده از ism به معماری و مهندسی شاخص‌های کلیدی در بهبود کیفیت خدمات دولت الکترونیک و درنتیجه، تدوین مدل نظام‌مند جامعی و شناسایی تاثیر یک شاخص بر دیگر شاخص‌ها و از رهگذر دیمتل، میزان کمی تاثیر مستقیم و غیرمستقیم شاخص‌ها بر یکدیگر را محاسبه کرده است. مدل نهایی، نشان‌دهندۀ شاخص‌های سنجش کیفیت خدمات دولت الکترونیک شامل اعتماد مشتریان، کارایی، قابلیت برقراری ارتباط با مشتری، انجام‌دادن درست خدمات در بار اول، تنوع خدمات، دسترسی به خدمات، قابلیت ردیابی خدمات، پشتیبانی خدمات، تعامل‌پذیری، زیرساخت، جبران مالی، متناسب‌سازی، تضمین کیفیت و مدیریت شکایت‌ها و تاثیر و تاثر آنها بر یکدیگر است.

Designing a Model for Measuring eGovernment Service Quality – The Case of Governmental Kiosks

Purpose: In today’s world, cyberspace and, of course, the communication and information system in the web platform is among the most popular categories. This category has attracted the attention of various private and public sectors for various reasons, including increased productivity, increased transparency, and increased serviceability. Therefore, the purpose of this study is to improve the quality of services in the field of egovernment and thus increase the efficiency of government.  Design/methodology/approach: The proposed model incorporates the key measures of egovernment service quality to achieve better reliability and user satisfaction of egovernment services while keeping the recurring expenditure low. This model has been designed by Interpretive Structural Modeling and DEMATEL. The researchers have architected and engineered key factors of egovernment service quality and have developed an integrated model and identified the interactions among those factors. The case of this paper is the governmental kiosks as one of the main sites for delivering service. Findings: This research resulted in a model that indicates egovernment service quality measurement indicators including customer confidence, efficiency, customer relationship, first time service, variety of services, service availability, service traceability, service support, interoperability, infrastructure, compensation, fit, compliance, quality assurance, and complaint management. Thus in the first step, the criteria were identified; in the second step, the criteria were categorized and designed by the opinion of experts; and finally, the intensity of the relationship among the criteria was determined to be aware of influence and effectiveness among them.  Research limitations/implications: Design mechanisms to monitor advances in technology and egovernment to improve the proposed model and update the model are the most important suggestions. Another suggestion is identifying the gap between the theoretical developed model and practice. Practical implications: The implication of this study is to achieve improved quality and to reduce the cost from lack of knowledge of qualitative criteria, mapping key indicators within the framework of a scientific model to improve the quality of egovernment services while missing key policymakers and practitioners. Implementing this model in practice can satisfy electronic service providers by applying a part of indicators such as efficiency, interoperability, and infrastructure and satisfy the receiver of services by another part of indicators such as quality assurance, first time service, and complaint management. As a result, if the model is fully implemented, it will satisfy both the service provider, and the customer. Social implications: Reducing the gap between the people and the government and thus increasing public satisfaction is the most important achievement of this research. In addition, transparency, which is a very important issue, can be addressed in the context of the web. Thus, egovernment can result in transparency and satisfaction. Originality/value: Because no established mapping model for governmental kiosks has been provided for effective, lowcost, highquality egovernment service systems, the proposed mapping model closes this gap and provides guidelines to evaluate egovernment services. The paper provides appropriate tools both to practitioners and policymakers who work with information and communication systems.