International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 7, Issue 2, pp: (1-10), Month: October 2019 - March 2020, Available at: www.researchpublish.com
Impact of Quality services of electronic management on beneficiaries’ satisfaction in immigration and passport department in Aden RANYA NAJIB FADHL AHMED
Abstract: Beneficiaries’ Satisfaction should be a matter of concern of all public and private organization and fulfilling such important goal starts with the offered service quality which must be understood in order to offer the expected services. Accordingly the main purpose of this study theoretically is finding out how applicable the service quality model is in the context of the electronic management services offered by the Immigration and Passport Office in Aden and its impact on the satisfaction of its beneficiaries. A questionnaire consisted 28 items was adapted from two previous studies. It was distributed using a purposive sampling technique to 271 citizens of Aden city, however only 175 questionnaires were returned and used in the analysis of this study using SPSS version 22. From the analysis carried out using mainly regression analysis, it was found out that, the service quality model was good. A statistically significant relationship was established between service quality and customer satisfaction and this relationship was found to be strong. The results of the study suggest that Immigration and Passport office management has to invest in service reliability and responsiveness dimensions as these two dimensions out of the five predictors have profound influence on beneficiaries’ satisfaction. The study concluded that service quality has a strong influence on the satisfaction of Immigration and Passport Office beneficiaries; however, there may be other factors that affect beneficiaries’ satisfaction. The findings of this research offer beneficial implications and contribution for the both the academic point of view and managerial field. Keywords: Beneficiaries’ Satisfaction, electronic management services, Passport office.
1. INTRODUCTION 1.1 BACKGROUND Yemen is trying since 2003 to update its system of governance, the government of Yemen in the framework of the system of national reforms to modernize the administrative system of the interganizations in the business environment and governmental organizations on the one hand and meet the increasing services for citizens and submitted them to high quality, cost and faster time on the other hand the release of a comprehensive plan for the draft of e-administration component is the strategic factor in the success of this project; it is not an electronic government without electronic management. Previous studies 1 1.1.1 Employment study (2000) "E-government and the future of the General Administration survey of the public sector in State of Qatar." This study aims to analyses the concept of e-government theoretically and practically researcher has surveyed opinions a sample of 500 employees working in the Qatari government agencies The study concluded that several of the most important results: Scarcity of studies of previous studies in the literature, especially in the Arabic language area. E-government has become politically and administratively and a popular logo, which means a radical shift in the identity of a comprehensive public administration and behavior.
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