فهرست نشریات علمی دسترسی آزاد ایران

Context: Implementing information technology in the best possible way can bring many advantagessuch as applying electronic services and facilitating tasks. Therefore, assessment of service providingsystems is a way to improve the quality and elevate these systems including e‑commerce, e‑government,e‑banking, and e‑learning. Aims: This study was aimed to evaluate the electronic services in the websiteof Isfahan University of Medical Sciences in order to propose solutions to improve them. Furthermore,we aim to rank the solutions based on the factors that enhance the quality of electronic services by usinganalytic hierarchy process (AHP) method. Materials and Methods: Non‑parametric test was used toassess the quality of electronic services. The assessment of propositions was based on Aqual modeland they were prioritized using AHP approach. The AHP approach was used because it directly appliesexperts’ deductions in the model, and lead to more objective results in the analysis and prioritizing therisks. After evaluating the quality of the electronic services, a multi‑criteria decision making frame‑workwas used to prioritize the proposed solutions. Statistical Analysis Used: Non‑parametric tests and AHPapproach using Expert Choice software. Results: The results showed that students were satisfied inmost of the indicators. Only a few indicators received low satisfaction from students including, designattractiveness, the amount of explanation and details of information, honesty and responsiveness ofauthorities, and the role of e‑services in the user’s relationship with university. After interviewingwith Information and Communications Technology (ICT) experts at the university, measurementcriteria, and solutions to improve the quality were collected. The best solutions were selectedby EC software. According to the results, the solution“controlling and improving the process inhandling users complaints” is of the utmost importance and authorities have to have it on thewebsite and place great importance on updating this process. Conclusions: Although, 4 outof the 22 indicators used in the test hypothesis were not confirmed, the results show that theseassumptions are accepted at 95% confidence level. To improve the quality of electronic services,special attention should be paid to “services interaction.” As the results showed having“controllingand improving the process in handling userscomplaints” on the website is the first and mostimportant one and the process of “changingbrand/factory name/address in the text ofthe factory license/renewal or modification ofmanufacturing license/changing the formula”is the least important one.