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
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 rol...
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| Format: | Article |
| Language: | Arabic |
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Faculty of Commerce, Port Said University
2023-07-01
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| Series: | Maǧallaẗ Al-Buḥūṯ Al-Mālīyyaẗ wa Al-Tiğāriyyaẗ |
| Subjects: | |
| Online Access: | https://jsst.journals.ekb.eg/article_316327_7d289dbf072deb1511c5169446ec350c.pdf |
| _version_ | 1826983133894934528 |
|---|---|
| author | nagwa ahmad |
| author_facet | nagwa ahmad |
| author_sort | nagwa ahmad |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-03-11T16:24:57Z |
| format | Article |
| id | doaj.art-3a4a325a53ad40109bed4cc1892a0b1e |
| institution | Directory Open Access Journal |
| issn | 2090-5327 2682-3543 |
| language | Arabic |
| last_indexed | 2025-02-18T06:32:00Z |
| publishDate | 2023-07-01 |
| publisher | Faculty of Commerce, Port Said University |
| record_format | Article |
| series | Maǧallaẗ Al-Buḥūṯ Al-Mālīyyaẗ wa Al-Tiğāriyyaẗ |
| spelling | doaj.art-3a4a325a53ad40109bed4cc1892a0b1e2024-11-10T20:58:55ZaraFaculty of Commerce, Port Said UniversityMaǧallaẗ Al-Buḥūṯ Al-Mālīyyaẗ wa Al-Tiğāriyyaẗ2090-53272682-35432023-07-0124351453910.21608/jsst.2023.217025.1619316327The 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 sectornagwa ahmad0الجامعة المصرية للتعلم الاليكترونى الاهليةthe 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.https://jsst.journals.ekb.eg/article_316327_7d289dbf072deb1511c5169446ec350c.pdfinformation technology competencecustomer satisfactioncustomer’s perception of service qualitygovernment sector |
| spellingShingle | 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 Maǧallaẗ Al-Buḥūṯ Al-Mālīyyaẗ wa Al-Tiğāriyyaẗ information technology competence customer satisfaction customer’s perception of service quality government sector |
| title | 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 |
| title_full | 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 |
| title_fullStr | 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 |
| title_full_unstemmed | 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 |
| title_short | 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 |
| title_sort | 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 |
| topic | information technology competence customer satisfaction customer’s perception of service quality government sector |
| url | https://jsst.journals.ekb.eg/article_316327_7d289dbf072deb1511c5169446ec350c.pdf |
| work_keys_str_mv | AT nagwaahmad theroleofthecustomersperceptionofservicequalityintherelationshipbetweeninformationtechnologycompetenceandcustomersatisfactionafieldstudyappliedongovernmentsector AT nagwaahmad roleofthecustomersperceptionofservicequalityintherelationshipbetweeninformationtechnologycompetenceandcustomersatisfactionafieldstudyappliedongovernmentsector |