《《E-Government and Citizen Satisfaction in Iran Empirical Study on ICT Offices》.pdf

World Applied Sciences Journal 12 (7): 1084-1092, 2011 ISSN 1818-4952 © IDOSI Publications, 2011 E-Government and Citizen Satisfaction in Iran: Empirical Study on ICT Offices 1 1 2 Nour Mohammad Yaghoubi, Atiyeh Haghi and Sadegh Khazaee Asl 1Department of Management, School of Management and Accounting, University of Sistan and Baluchestan, Zahedan, Iran 2Master of Public Administration, Jahade Daneshgahi, Sistan and Baluchestan, Zahedan, Iran Abstract: Improving the quality of public services is the main approach planed to be obtained through electronic services offered by e-government. This paper examines the factors influencing citizens satisfaction of e-government services. Current study is a descriptive survey and the data were collected using questionnaire. The citizens who are the clients of Mashhad communication service centers, considered as the population. Samples were calculated by Morgan table and, totally, the opinions of 402 people were evaluated. The sampling method was multi-phase cluster. The aim of this paper is to evaluate e-government performance in delivering electronic services through the ICT offices in Mashhad, the second biggest city in Iran. According to findings of this survey although the satisfactory level of the clients from delivery, variety and accessibility of services is more than average but customers are not satisfied with ICT offices staff. Finally suggestions for successful implementation of electronic services offered by e-government, towards improving citizens satisfaction, are elaborated. Key words: E-Government % G2C % Customer orie