The Effect of Judicial Electronic Services Quality on Citizens Satisfaction

doi:10.22111/jmr.2014.1874

The Effect of Judicial Electronic Services Quality on Citizens Satisfaction

Document Type : Research Paper

10.22111/jmr.2014.1874

Abstract

In the success of service
organizations, "service quality " plays an important role as a strategic lever, and
leads to the increasing of the ability of the organizations, in order to deliver
services the clients efficiently.On the other hand, with the development of
information and communication technologies, organizations deliver their
services electronically. One of these organizations, is the judiciary, which by
performing the plan of judicial electronic service, has made significant
changes in the lawsuits in the courts.This article is trying to analyze the
effect of judicial electronic services quality in building citizens
satisfaction regarding the importance of their satisfaction in these services.
The research population is the citizens of Tehran who among these, 400 were
selected as the sample using Cochran formula. data have been gathered through
questionnaires. To examine the dimensions of the research variables, t-test has
been used, to asses the construct validity, confirmatory factor analysis has
been used and for testing the research hypotheses, structural equation modeling
has been used. The results show that, two variables ofjudicial
electronic offices and portal service quality with their dimentions, have
significant positive effect on the satisfaction of citizens.

Keywords