Evaluating and Ranking the Effective Factors on the Quality of Electronic Services in Post Office of Markazi Province Based on the WEBQUAL Model

Abstract

The quality of electronic services is effective on creating trust among online customers and satisfying their needs and wants. In this regard, evaluation of such services is one of the main effective factors on maintaining online customers. The present study was conducted for evaluating and ranking the effective factors on the quality of electronic services in post office of Markazi province based on the WEBQUAL Model. For this purpose, a total of 384 customers was selected randomly and asked to indicate the questionnaire. The research data were analyzed using one sample t-test. The findings reveal that the quality of online services is favorable in this organization. However, responsibility and innovativeness are two main factors of WEBQUAL which are not favorable among respondents.

Keywords: online services quality, WEBQUAL, customers, post office