Authors : Seyed Ali Ziaee Azimi and Rasoul Noorossana
Abstract: The research is aimed at proposing a model for measuring customer satisfactionin the e-Services centers of Iran’s police known as 10+policee-Services centers. The research is classified as an applied one employing a descriptive, survey design to describe the status quo. Research population involves all costumers of 10+ police e-Services centers, among which we have picked up 420 as sample size through simple random sampling while determining the number of respective e-Services centers to be 45 by applying probability-proportional-to-size and multi-stage cluster sampling technique. After determining validity and reliability of researcher-made questionnaire, it has been used to collect required data and then exploratory factor analysis as well as SPSS software used to classify the data into various groups and giving each a name. Then, we validate our model as well as those factors considered effective in people’s satisfaction by conducting confirmatory factor analysis and using LISREL Software. Afterwards, improvement indices of the model were prioritized. At the end, a conclusion and introducing recommendations are discussed for improving customers’ satisfaction with e-Services provided by 10+policee-Services centers.
Seyed Ali Ziaee Azimi and Rasoul Noorossana, 2016. Designing a Model for Measuring Customer Satisfaction with e-Service Centers of Iran’s Police. Journal of Engineering and Applied Sciences, 11: 616-628.