Research Article | OPEN ACCESS
The Impact of Application of Information Technology on E-Service Quality
1Nadia Eizi, 1Behrouz Lari Semnani, 2Khaled Nawaser and 3Seyed Mahdi Vesal
1Department of Management, Payam Noor University, Iran
2Marketing Management (SIOM) and International Business (AIMS), University of Pune, India
3Department of Management, University of Nooretouba, Iran
Research Journal of Applied Sciences, Engineering and Technology 2013 15:2747-2756
Received: December 12, 2012 | Accepted: January 17, 2013 | Published: August 20, 2013
Abstract
With rapid growth of the Internet and the globalization, companies accepted and adopted the new information and communication technology to offer e-services to their customers, service organizations in the third millennium are trying by accelerating the development process of information technology in various sectors, avoiding from traditional patterns and creating new standards to suit the requirement of the information age. In this regard, providing IT-Based services poses a way to control costs, satisfy and fulfill users’ expectations and facilitate the use of these services. The aim of this research is to investigate the impact of IT application on e-services quality and identify the relationship among dimensions of these two variables. The population was the Members of Tehran Civil Servants Pension Fund in October 2011. Hypotheses have been proposed in the form of a conceptual model and results achieved using Structural Equation Modeling (SEM) methodology. In this case, we used the model of Parasurman et al. (2002) to determine dimensions of e-services quality and the Classical Technology Acceptance Model (TAM) for dimensions of IT application (Perceived usefulness, Perceived ease of use and Intention to use Computer). The results show that these variables are associated together. Therefore, to improve strategic goals it is recommended that senior managers should consider the linkage of these two variables.
Keywords:
Electronic service quality, information technology, information technology applications,
Competing interests
The authors have no competing interests.
Open Access Policy
This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.
Copyright
The authors have no competing interests.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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