Identifying & Ranking the Quality Features of Public Electronic Services with Emphasizing on Ethical Codes

Advances in information and communication technology (ICT) have enabled governments to offer a broad range of various services to their citizens. Identification of stakeholders’ perceptions of quality of e-services is a necessary element for offering quality services. The aim of this research is identification, evaluation and ranking quality dimensions of public e-services with emphasis on ethical indicators. Executive obligation to quality dimensions identified in public service delivery can not only enhance work ethics in servant organizations but also is effective in enhancing ethical culture in the society and satisfaction of citizens.
The present research attempts to identify and study e-service quality dimensions in organization for civil registration through descriptive- survey. Therefore, a scale was designed by using influential factors of e-services. Using stratified random sampling, a sample size of 198 people of experts and information technology experts of organization for civil registration was selected and developed questionnaire was distributed. Identified e-service quality dimensions were prioritized using TOPSIS and Friedman methods and related software and a framework for evaluating quality performance was proposed.
The results indicated that the importance of dimensions for e-services users are as follows: Availability, Reliability, Readiness, Transparency, Citizen Centricity, Continuity, Privacy, Identification, Security, Capacity and Integrity.
It is possible to play a role in enhancing ethics of society through obligation to public service quality management and legitimating enhancement of organization for civil registration among nation through identified factors enforcement in the framework of a total quality management system.