Evaluating the Customer Satisfaction of E-Services Quality in Rural ICT Offices in Isfahan Province of Iran

This descriptive-survey study aimed at analyzing the quality of e-services delivered in rural ICT offices in Isfahan province of Iran. The statistical population included the households living in the villages equipped with these offices. The sample size estimated about 368, using Cochran formula. The data collection instrument was SERVQUAL questionnaire in which some changes were made for consistency with the area. Validity and reliability of the questionnaire were confirmed by Cronbach's alpha and KMO. Data was analyzed using SPSS. The results indicated that the clients had expected more than the status quo from the offices. However, among the five studied categories, the empathy and tangibility dimensions could relatively satisfy the expectations of the clients with the least negative reactions while credibility, accountability, and assurance dimensions were the least of all.