The impact of electronic services on achieving customer satisfaction:"a field study on customers of the Citizen Service Center in Damascus Governorate"

Abstract

The twenty-first century has witnessed a clear development in the field of electronic services, which have become of great importance to the economies of countries, creating intense competition. The study aimed to study the impact of the electronic services provided at the Citizen Service Center in Damascus on customer satisfaction, and to determine the effect of the dimensions of the quality of electronic services, including (effort, efficiency, reliability, responsiveness, security, privacy, empathy) on customer satisfaction, both in terms of customer trust and customer perceived value. The study used the descriptive analytical method. The data involved 75 completed questionnaires distributed to the study sample were analyzed using the statistical program SPSS. The results showed that there is an impact on the dimensions of the quality of electronic services (empathy, safety, efficiency) in the confidence of citizens service center customers. Moreover, there is an impact of the dimensions of the quality of electronic services (efficiency, reliability, security) on the perceived value of customers of the Citizen Service Center. Additionally, there is an impact of the dimensions of the quality of electronic services (efficiency, reliability, security, empathy) on the customer satisfaction of the citizen service center.

Keywords: Euality of electronic services, Customer satisfaction, Customer confidence, Perceived value for customers.