The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector
ahmad, N. (2023). The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector. EKB Journal Management System, 24(3), 514-539. doi: 10.21608/jsst.2023.217025.1619
nagwa ahmad. "The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector". EKB Journal Management System, 24, 3, 2023, 514-539. doi: 10.21608/jsst.2023.217025.1619
ahmad, N. (2023). 'The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector', EKB Journal Management System, 24(3), pp. 514-539. doi: 10.21608/jsst.2023.217025.1619
ahmad, N. The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector. EKB Journal Management System, 2023; 24(3): 514-539. doi: 10.21608/jsst.2023.217025.1619

The Role of the Customer’s Perception of Service Quality in the Relationship between Information Technology Competence and Customer Satisfaction , A field study applied on government sector

مجلة البحوث المالية والتجارية
Volume 24, Issue 3 - Serial Number 1, July 2023, Page 514-539  XML PDF (594.21 K)
Document Type: المقالة الأصلية
DOI: 10.21608/jsst.2023.217025.1619
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Author
nagwa ahmad email orcid
الجامعة المصرية للتعلم الاليكترونى الاهلية
Abstract
the present research aimed to test the significant relations 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 role of customers' perception of service quality represented in four dimensions: Reliability, Responsiveness, Assurance and Empathy in this relationship, The relationships between the variables are suggested by A theoretical framework, deriving four hypotheses examined through structural equation modeling Applied on government sector, The findings refuted the direct relationship between information technology Competence and Customer's satisfaction, but 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 and according to these findings the government sector not only makes it easier for employees and management to conduct their jobs, but it also improves their efficacy and efficiency in doing so, which lowers customer concerns about possible paper and document loss.
Keywords
Information Technology Competence; Customer Satisfaction; Customer’s Perception of Service Quality; government sector
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