QUALITY OF ELECTRONIC SERVICES BY APPLYING E-QUAL MODEL CASE STUDY: ISLAMIC REPUBLIC OF IRAN RAILWAYS

Technology & information in organizations and various systems has ever increasing application. There is no geographical, political and time limitation insofar as resources and their services are applied by different users through the channel and main communication media which is website of the organization. The strong relationship between quality, satisfaction and success is so obvious and qualitative evaluation, which is considered as an effective method for enhancing and increasing the productivity of different fields, will lead to production of high quality products. And it is here that the service quality of organization from physical environment and building comes out into the virtual world. Therefore, given to the importance of this subject in business, after defining the quality and electronic satisfaction, this article attempts to describe the research model and afterward by using this model, evaluate the quality of electronic services of Islamic Republic of Iran Railways. Method of this research is descriptive- survey and cross-sectional. It is an applied research and questionnaire of e-service quality, which contains 23questions, were used to collect data. The points of answers were determined by Likert method. By obtaining the experts opinion, we were able to assign the validity of questionnaire and in order to determine the reliability; SPSS is used to analysis the data. The results have indicated that the satisfaction of users in many usability indicators is high. Also in some cases, satisfaction of users in service interaction is low.