ارائه مدل ارزيابي كيفيت خدمات دولت الكترونيكي

A framework for Evaluating E-Government Services Quality

ﻃﯽ دﻫﻪ ﮔﺬﺷﺘﻪ، ﺣﻮزه دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮑﯽ در ﺳﺮاﺳﺮ ﺟﻬﺎن ﺗﻮﺟﻪ زﯾﺎدي را ﺑﻪ ﺧﻮد ﺟﻠﺐ ﮐﺮده اﺳﺖ. دوﻟﺖ ﻫﺎ ﺟﻬﺖ دﺳﺘﯿﺎﺑﯽ ﺑﻪ ﺳﻄﺢ ﻣﻄﻠﻮب رﺿﺎﯾﺖ، درﺻﺪد اراﺋﻪ ﺧﺪﻣﺎت ﺑﺎﮐﯿﻔﯿﺖ ﺑﻪ ﺷﻬﺮوﻧﺪان ﻫﺴﺘﻨﺪ. ﺑﻨﺎﺑﺮاﯾﻦ ﺑﺮاي اراﺋﻪ ﺧﺪﻣﺎت ﺑﺎﮐﯿﻔﯿﺖ، ﺿﺮوري اﺳﺖ ﺗﺎ ﺷﯿﻮه ارزﯾﺎﺑﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮑﯽ ﻣﻮردﻣﻄﺎﻟﻌﻪ ﻗﺮار ﮔﯿﺮد. در اﯾﻦ ﭘﮋوﻫﺶ، اﺑﺘﺪا ﺑﺎ ﻣﺮور ﺳﺎﻣﺎﻧﻤﻨﺪ ﭘﮋوﻫﺶ ﻫﺎي ﭘﯿﺸﯿﻦ، ﻣﺪل ﻫﺎ و ﭼﺎرﭼﻮب ﻫﺎيِ ارزﯾﺎﺑﯽِ ﮐﯿﻔﯿﺖِ ﺧﺪﻣﺎتِ ﺳﻨﺘﯽ، اﻟﮑﺘﺮوﻧﯿﮑﯽ و دوﻟﺖِ اﻟﮑﺘﺮوﻧﯿﮑﯽ ﻣﻮرد ﺷﻨﺎﺳﺎﯾﯽ ﻗﺮار ﮔﺮﻓﺘﻪ و ﺟﻬﺖِ ارزﯾﺎﺑﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت، ﻓﻬﺮﺳﺘﯽ از اﺑﻌﺎد ﺗﻬﯿﻪ ﺷﺪه اﺳﺖ. ﻟﺬا در اﯾﻦ ﭘﮋوﻫﺶ 14 ﻣﺪلِ ارزﯾﺎﺑﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت ﺳﻨﺘﯽ، اﻟﮑﺘﺮوﻧﯿﮑﯽ و دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮑﯽ( ﺑﺎ روش ﻣﺮور ﺳﺎﻣﺎﻧﻤﻨﺪ و ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﺳﺆال ﻫﺎي ﭘﮋوﻫﺶ، ﺗﺤﻠﯿﻞ ﺷﺪه و ﻣﺪﻟﯽ ﺑﺮاي ارزﯾﺎﺑﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮑﯽ اﺳﺘﺨﺮاج ﺷﺪه اﺳﺖ. ﻫﺪف، ﭘﻮﺷﺶ ﻧﻘﺎط ﺿﻌﻒ ﻣﺪل ﻫﺎي ﻣﺨﺘﻠﻒ ﺑﺎ ﻧﻘﺎط ﻗﻮت ﺳﺎﯾﺮ ﻣﺪل ﻫﺎ و ﺑﻬﺒﻮد ﮐﺎﺳﺘﯽ ﻫﺎ در ﻣﺪل ﺟﺪﯾﺪ اﺳﺖ. در اداﻣﻪ، ﺑﺎ در ﻧﻈﺮ ﮔﺮﻓﺘﻦ وﺿﻌﯿﺖ اﯾﺮان، اﺑﻌﺎد و ﻣﺆﻟﻔﻪ ﻫﺎي ﻣﺪل ﭘﯿﺸﻨﻬﺎدي، از ﻃﺮﯾﻖ ﭘﺮﺳﺸﻨﺎﻣﻪ اي ﻧﯿﻤﻪ ﺳﺎﺧﺖ ﯾﺎﻓﺘﻪ )ﺗﺮﮐﯿﺒﯽ از ﺳﺆاﻻت ﺑﺎز و ﺑﺴﺘﻪ( ﺑﺎ ﻧﻈﺮﺳﻨﺠﯽ ﺧﺒﺮﮔﺎن دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮑﯽ ﺗﺤﻠﯿﻞ و ﻣﺪﻟﯽ ﺑﺮاي ﮐﺸﻮر اﯾﺮان اراﺋﻪ ﮔﺮدﯾﺪ. در ﭼﺎرﭼﻮب اراﺋﻪ ﺷﺪه، ﺿﻤﻦ ﺷﻨﺎﺳﺎﯾﯽ ﭼﻬﺎر ﺑُﻌﺪ: ﻣﺪﯾﺮﯾﺖ، اﻃﻼﻋﺎت، ﺧﺪﻣﺎت و ﻓﻨﯽ، ﺷﺎﺧﺺ ﻫﺎي ﻣﺮﺑﻮط به هر ﺑﻌﺪ ﻣﺸﺨﺺ ﺷﺪه اﺳﺖ.

Extended Abstract Abstract Over the past decade, e-government domain has attracted a lot of attention throughout the world. to get Desirable level of satisfaction, Governments seek to provide high quality services to citizens. However, to provide high quality services, it is essential to study the evaluation method of e-government services quality. In this study, firstly, by systematic review of previous studies, models and frameworks for assessing the quality of traditional, electronic and e-government services have been identified and a list of dimensions has been developed to assess the quality of provided services. Therefore, in this research, 14 service quality evaluation framework/models (traditional, e-government, and e-government) have been systematically reviewed and extracted according to research questions analyzed and a framework for assessing the quality of e-government services has been provided. The goal is to cover the weaknesses of different models with the strengths of other framework/models and to improve the defects in the new framework. Then, considering the situation in Iran, the dimensions and components of the proposed framework were presented by a questionnaire consisting of a semi-structured questionnaire (a combination of open and closed questions) with a survey of e-government experts, an analysis and model for Iran.