The effect of electronic quality of municipal services on customer satisfaction and loyalty according to the mediating role of perceived value by customers and customer trust in the deputy of finance and urban economics of Tehran municipality

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

Mehrabian P.

Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: JOURNAL OF URBAN ECONOMICS AND PLANNING Year:2020 | Volume:1 | Issue:1 Page(s): 48-52

Download Full-Text

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Persian Verion

View:

671

Download:

Cites:

Information Journal Paper

Title

The effect of electronic quality of municipal services on customer satisfaction and loyalty according to the mediating role of perceived value by customers and customer trust in the deputy of finance and urban economics of Tehran municipality

Author(s)

Mehrabian P. | Issue Writer Certificate

Keywords

Municipal Electronic Services

Services

Customer Confidence

Customer Satisfaction

Customer Loyalty

Perceived Value

Abstract

The present study was conducted with the aim of “ study on the Impact of the Quality Dimensions of Electronic Services of Municipalities on Customer Satisfaction and Loyalty with regard to the Mediating Role of Customer Perceived Values and Customer Trust “ was conducted with four hypotheses to improve the loyalty of citizens and customers regarding the dimensions of the quality of e-Services of Tehran municipality. The statistical population of the study consisted of managers, principals, officials and senior experts of the Tehran Municipality. In a 315 member sample. The research method has been applied, descriptive and survey method. The data collection tool was a standard questionnaire with 63 questions Which has been validated by structural validity and Cronbach’ s alpha coefficient. To test the hypotheses, the structural equation modeling method was used with Amos software. The results of this research have shown that all four hypotheses have been confirmed. So that the quality of electronic Services of municipalities on the citizens ‘ satisfaction had a positive impact of 0. 641; the satisfaction of the Services/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank">Municipal Electronic Services on the citizens’ loyalty had a positive impact of 0. 819. Also, the Perceived Value of electronic Services of municipalities has an intermediary effect on the impact of service quality on citizens ‘ satisfaction by 0. 411; and the trust of customers in electronic Services of municipalities has had an intermediary effect on the impact of service quality on citizens’ satisfaction of 0. 941. Therefore, the role of moderating citizens’ trust in electronic Services of municipalities has been very high.

Cites

No record.

References

No record.

Cite

APA: Copy

Mehrabian, P.. (2020). The effect of electronic quality of municipal services on customer satisfaction and loyalty according to the mediating role of perceived value by customers and customer trust in the deputy of finance and urban economics of Tehran municipality. JOURNAL OF URBAN ECONOMICS AND PLANNING, 1(1 ), 48-52. SID. https://sid.ir/paper/386864/en

Vancouver: Copy

Mehrabian P.. The effect of electronic quality of municipal services on customer satisfaction and loyalty according to the mediating role of perceived value by customers and customer trust in the deputy of finance and urban economics of Tehran municipality. JOURNAL OF URBAN ECONOMICS AND PLANNING[Internet]. 2020;1(1 ):48-52. Available from: https://sid.ir/paper/386864/en

IEEE: Copy

P. Mehrabian, “The effect of electronic quality of municipal services on customer satisfaction and loyalty according to the mediating role of perceived value by customers and customer trust in the deputy of finance and urban economics of Tehran municipality,” JOURNAL OF URBAN ECONOMICS AND PLANNING, vol. 1, no. 1 , pp. 48–52, 2020, [Online]. Available: https://sid.ir/paper/386864/en

Related Journal Papers