منظومات الأعمال الإلكترونية في المؤسسات المعلوماتية (EBAP)‎ قياس جودة

الملخص EN

There are many complaints from the users and decision-makers towards the electronic information services as well as the delay in these services in the electronic business application programs at the informatics institutes.

This indicates the low levels in the quality of performance of business application programs.

The study has aimed to define the quality standards for electronic business application programs, to measure the quality levels and the importance of each performance standard, knowing the dissatisfaction of the users about the technical services and applications provided by the application programs, to determine the factors, and the reasons that affect the performance and the lack of user satisfaction, and to identify technical services and applications that are provided by business application programs in informatics institutions.

The descriptive approach and the analytical method were adopted in the study, and a set of measurements are used to find out the statistics such as the end central limit theory, and Z and T testes.

This paper has adapted new model with seven main standards including sixteen sub-standards to measure the level of the application standard quality of electronic business application programs as well as their importance at work.

The results showed that the level of interest was directed to six main criteria with a high degree of importance, such as the criterion of flexibility, reliability, accuracy, speed of response and the criterion of achieving goals, while the criterion of inclusivity has obtained an important level.

As for the performance level corresponding to all the criteria, it was low to medium (1-3 of five degrees representing the level of performance for the quality of the systems), with the exception of the reliability and confidence standard of the information provided, which can be approximated to the high performance level, with malfunctions in the electronic work of the systems with attempts to fix the existing malfunction.

Finally, a set of recommendations was developed.