Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction (Case Study: Rural ICT Centers of Gillan)
Information & communication technology(ICT) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. To achieve these goals and to deliver governmental services and other essentia...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Tehran
2014-06-01
|
| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_50867_2c230f0d052d5971cb5130f83dd85387.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1850159668414906368 |
|---|---|
| author | Mohammad Doostar mohammad Ali Valipour Reza Esmaeilpour Mojtaba Mahmoudi |
| author_facet | Mohammad Doostar mohammad Ali Valipour Reza Esmaeilpour Mojtaba Mahmoudi |
| author_sort | Mohammad Doostar |
| collection | DOAJ |
| description | Information & communication technology(ICT) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. To achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ICT centers with an investment of $ 280 million has been put to use by the government. The purpose of this study is to assess the dimensions of services’ quality of rural ICT centers in guilan using Parasuraman SERVQUAL model and its Impact on satisfaction. Using a descriptive correlational research method, 384 customers of these centers were selected randomly. SERVQUAL standard questionnaire was used to measure service quality dimensions and satisfaction questionnaires were used to measure customers satisfaction. To analyze the data, structural equation modeling was used. The results suggest that services’ quality dimentions were ranked in this order: reliability, empathy, guarantee, accountability,and tangibility. and satisfaction dimentions were rankd as satisfaction with personnel and total satisfaction with services. AMOS Software was used for data analysis and presenting of the results. |
| format | Article |
| id | doaj-art-b311879cf206431daee89f34bd0ce9d4 |
| institution | OA Journals |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2014-06-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-b311879cf206431daee89f34bd0ce9d42025-08-20T02:23:27ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592014-06-016220922810.22059/jitm.2014.5086750867Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction (Case Study: Rural ICT Centers of Gillan)Mohammad Doostar0mohammad Ali Valipour1Reza Esmaeilpour2Mojtaba Mahmoudi3Assistant Prof. University of Gillan, IranAssistant Prof. University of Gillan, IranAssistant Prof. University of Gillan, IranMSc. Student. Industrial Management, University of Gillan, IranInformation & communication technology(ICT) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. To achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ICT centers with an investment of $ 280 million has been put to use by the government. The purpose of this study is to assess the dimensions of services’ quality of rural ICT centers in guilan using Parasuraman SERVQUAL model and its Impact on satisfaction. Using a descriptive correlational research method, 384 customers of these centers were selected randomly. SERVQUAL standard questionnaire was used to measure service quality dimensions and satisfaction questionnaires were used to measure customers satisfaction. To analyze the data, structural equation modeling was used. The results suggest that services’ quality dimentions were ranked in this order: reliability, empathy, guarantee, accountability,and tangibility. and satisfaction dimentions were rankd as satisfaction with personnel and total satisfaction with services. AMOS Software was used for data analysis and presenting of the results.https://jitm.ut.ac.ir/article_50867_2c230f0d052d5971cb5130f83dd85387.pdfICTrural ICT centersServices QualitySatisfaction |
| spellingShingle | Mohammad Doostar mohammad Ali Valipour Reza Esmaeilpour Mojtaba Mahmoudi Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction (Case Study: Rural ICT Centers of Gillan) Journal of Information Technology Management ICT rural ICT centers Services Quality Satisfaction |
| title | Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction
(Case Study: Rural ICT Centers of Gillan) |
| title_full | Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction
(Case Study: Rural ICT Centers of Gillan) |
| title_fullStr | Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction
(Case Study: Rural ICT Centers of Gillan) |
| title_full_unstemmed | Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction
(Case Study: Rural ICT Centers of Gillan) |
| title_short | Investigating the Effects of Rural ICT Centers’ Services Quality on Customers’ Satisfaction
(Case Study: Rural ICT Centers of Gillan) |
| title_sort | investigating the effects of rural ict centers services quality on customers satisfaction case study rural ict centers of gillan |
| topic | ICT rural ICT centers Services Quality Satisfaction |
| url | https://jitm.ut.ac.ir/article_50867_2c230f0d052d5971cb5130f83dd85387.pdf |
| work_keys_str_mv | AT mohammaddoostar investigatingtheeffectsofruralictcentersservicesqualityoncustomerssatisfactioncasestudyruralictcentersofgillan AT mohammadalivalipour investigatingtheeffectsofruralictcentersservicesqualityoncustomerssatisfactioncasestudyruralictcentersofgillan AT rezaesmaeilpour investigatingtheeffectsofruralictcentersservicesqualityoncustomerssatisfactioncasestudyruralictcentersofgillan AT mojtabamahmoudi investigatingtheeffectsofruralictcentersservicesqualityoncustomerssatisfactioncasestudyruralictcentersofgillan |