The Role of the Customer’s Perception of Service Quality "CPSQ" in the Relationship between Information Technology Competence "ITC" and Customer Satisfaction "CS":
| العنوان بلغة أخرى: |
A Field Study Applied on Government Sector |
|---|---|
| المصدر: | مجلة البحوث المالية والتجارية |
| الناشر: | جامعة بورسعيد - كلية التجارة |
| المؤلف الرئيسي: | Ahmad, Nagwa Abd-El-Kader (Author) |
| المجلد/العدد: | ع3 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2023
|
| الشهر: | يوليو |
| الصفحات: | 514 - 539 |
| ISSN: |
2090-5327 |
| رقم MD: | 1438485 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Information Technology Competence | Customer Satisfaction | Customer’s Perception of Service Quality | Government Sector
|
| رابط المحتوى: |
عدد مرات التحميل
3
| المستخلص: |
The present research aimed to test the significant relationship between information technology Competence represented in two dimensions: IT knowledge and IT skills on the one hand and customer satisfaction represented in two dimensions: on employees and on services on the other hand, as well as the Mediating role of customers' perception of service quality represented in four dimensions: reliability, assurance responsiveness, and empathy in this relation, the relationships between the variables are suggested by a theoretical framework deriving four hypotheses examined through structural equation modeling applied to a sample of 308 clients in the government sector, the findings pointed to the direct relationship between information technology competence and customer satisfaction, supported the direct relationship between information technology competence and customer perception of service quality, As well as the findings showed a positive correlation between customer perception of service quality on the one hand and customer satisfaction on the other hand, the results also showed an improvement in the strength of the relationship between information technology competence and customer's satisfaction through the mediating role of customer perception of service quality as intermediate variables. finally, the government sector should not only provide the facilities that enable employees to perform the tasks assigned to them but should also improve their competence in doing so which lowers customer concerns about possible paper and document loss or disabling their services. |
|---|---|
| ISSN: |
2090-5327 |
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