جودة الخدمات الإلكترونية وأثرها في رضا متلقي الخدمة: دراسة تطبيقية على موقع إدارة ترخيص السواقين والمركبات

الملخص EN

Electronic Services quality is considered one of the most effective strategies to achieve competitive advantage in order to reach organizational excellence.

This study seeks to assess the effects of E-services quality at Drivers and Vehicles License Department (DVLD) website on their user's satisfaction based on Delone and Maclean model (2003) for the success of information systems, which consists of E-services quality as the independent variable, with system quality, information quality, service quality, intention to use and net benefits as its dimensions, and customer satisfaction as the dependent variable.

In order to measure the user's satisfaction towards the E-services, a sample consist of (101) elements have been selected from population which represents users that have used these E-services in 2020.

Surveys were distributed to them electronically.

The results have shown that the level of users’ agreement on E-services quality delivered on (DVLD) website is high, and there is an effect of E-service quality on users’ satisfaction, the determinant factor (R2) has been calculated which equals to (0.

86), this indicates that (86%) of change on the dependent variables can be explained by service quality dimensions and (14%) explained by other factors, and from (p) values obtained we could determine the importance of each dimension on its effect on the dependent variable, the results have shown that net benefits dimension is the most important, followed by service quality, system quality, intention to use respectively, the last dimension related to information quality was excluded due to its weak effect on the regression model depending on results obtained by stepwise multiple linear regression analysis using (SPSS).

The study has recommended (DVLD) to increase the number of users of E-services especially in Corona time and continuously improving its E-services by developing its website, promoting them, increasing the communication and interaction with users, and providing discounts when using these services electronically.