نوع مقاله : مقالات

نویسندگان

دانشگاه علامه طباطبایی تهران

چکیده

این پژوهش با هدف بررسی تأثیر کیفیت خدمات الکترونیکی بر رضایت‌مندی شهروندان، در دفاتر اسناد رسمی استان لرستان انجام گرفته است. پژوهش حاضر از نظر هدف، کاربردی است؛ بدین‌سبب که برای اثبات فرضیه‌های تحقیق، از نظرسنجی با افراد درگیر مسئله استفاده شده است، روش تحقیق، توصیفی - علی است. با استفاده از فرمول کوکران و روش نمونه‌گیری خوشه‌ای، تعداد 378 نفر به عنوان نمونه انتخاب شدند. جمع‌آوری داده‌ها، با استفاده از پرسشنامه استاندارد کیفیت خدمات الکترونیکی پاراسورامان و همکاران (2005) و رضایت‌مندی شهروندان میهلیس و همکاران (2001) انجام گرفت. برای پاسخ به فرضیه‌های پژوهش از مدل‌سازی معادلات ساختاری و برای بررسی مدل پژوهش از برازش مدل نیکویی برازش استفاده شد. نتایج پژوهش نشان داد که متغیر کیفیت خدمات الکترونیکی می‌تواند متغیر رضایت‌مندی شهروندان را تحت‌تأثیر قرار دهد و آن را تبیین کند که نشان‌دهندۀ تأثیر معناداری بین آن‌ها است و به ترتیب کارایی، اجرا، تحقق تعهدات و حریم خصوصی بیشترین تأثیر مثبت و معناداری بر رضایت‌مندی شهروندان را دارند. درنتیجه با اطمینان 95/0 تمام فرضیه‌ها تأیید و نقیض ادعا رد می‌گردد. آزمون نیکویی برازش در مدل نهایی پژوهش نشان‌دهندۀ برازش مناسب مدل است؛ پس مدل از برازش مناسبی برخوردار است.

کلیدواژه‌ها

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