عنوان مقاله [English]
نویسندگان [English]چکیده [English]
descriptive-survey study aimed at analyzing the quality of e-services delivered
in rural ICT offices in Isfahan province of Iran. The statistical population included
the households living in the villages equipped with these offices. The sample
size estimated about 368, using Cochran formula. The data collection instrument
was SERVQUAL questionnaire in which some changes were made for consistency with
the area. Validity and reliability of the questionnaire were confirmed by
Cronbach's alpha and KMO. Data was analyzed using SPSS. The results indicated
that the clients had expected more than the status quo from the offices.
However, among the five studied categories, the empathy and tangibility
dimensions could relatively satisfy the expectations of the clients with the
least negative reactions while credibility, accountability, and assurance
dimensions were the least of all.