Hajrahimi Nafiseh, Dehaghani Sayed Mehdi Hejazi, Hajrahimi Nargess, Sarmadi Sima
Department of Medical Records, School of Health Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran.
Medical Informatics, School of Health Management and Information Sciences, Isfahan University of Medical Sciences, Isfahan, Iran.
J Educ Health Promot. 2014 Nov 29;3:117. doi: 10.4103/2277-9531.145920. eCollection 2014.
Implementing information technology in the best possible way can bring many advantages such as applying electronic services and facilitating tasks. Therefore, assessment of service providing systems is a way to improve the quality and elevate these systems including e-commerce, e-government, e-banking, and e-learning.
This study was aimed to evaluate the electronic services in the website of 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 using analytic hierarchy process (AHP) method.
Non-parametric test was used to assess the quality of electronic services. The assessment of propositions was based on Aqual model and they were prioritized using AHP approach. The AHP approach was used because it directly applies experts' deductions in the model, and lead to more objective results in the analysis and prioritizing the risks. After evaluating the quality of the electronic services, a multi-criteria decision making frame-work was used to prioritize the proposed solutions.
Non-parametric tests and AHP approach using Expert Choice software.
The results showed that students were satisfied in most of the indicators. Only a few indicators received low satisfaction from students including, design attractiveness, the amount of explanation and details of information, honesty and responsiveness of authorities, and the role of e-services in the user's relationship with university. After interviewing with Information and Communications Technology (ICT) experts at the university, measurement criteria, and solutions to improve the quality were collected. The best solutions were selected by EC software. According to the results, the solution "controlling and improving the process in handling users complaints" is of the utmost importance and authorities have to have it on the website and place great importance on updating this process.
Although, 4 out of the 22 indicators used in the test hypothesis were not confirmed, the results show that these assumptions 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 "controlling and improving the process in handling users complaints" on the website is the first and most important one and the process of "changing brand/factory name/address in the text of the factory license/renewal or modification of manufacturing license/changing the formula" is the least important one.
以最佳方式实施信息技术可带来诸多优势，如应用电子服务并简化任务。因此，对服务提供系统进行评估是提高包括电子商务、电子政务、电子银行和电子学习等系统的质量并提升这些系统的一种方式。
本研究旨在评估伊斯法罕医科大学网站上的电子服务，以便提出改进建议。此外，我们旨在通过层次分析法（AHP）根据提高电子服务质量的因素对这些建议进行排序。
采用非参数检验评估电子服务质量。对建议的评估基于Aqual模型，并使用AHP方法对其进行优先级排序。使用AHP方法是因为它直接将专家的推断应用于模型中，并且在分析和确定风险优先级时能得出更客观的结果。在评估电子服务质量后，使用多准则决策框架对提出的解决方案进行优先级排序。
使用非参数检验和Expert Choice软件的AHP方法。
结果表明，学生对大多数指标感到满意。只有少数指标学生满意度较低，包括设计吸引力、信息解释量和细节程度以及管理部门的诚信度和响应能力，还有电子服务在用户与大学关系中的作用。在与该大学的信息通信技术（ICT）专家进行访谈后，收集了衡量标准和提高质量的解决方案。通过EC软件选择了最佳解决方案。根据结果，“控制和改进处理用户投诉的流程”这一解决方案最为重要，管理部门必须将其放在网站上并高度重视更新此流程。
尽管测试假设中使用的22个指标中有4个未得到证实，但结果表明这些假设在95%的置信水平上被接受。为提高电子服务质量，应特别关注“服务交互”。结果显示，在网站上拥有“控制和改进处理用户投诉的流程”是首要且最重要的，而“在工厂许可证文本中更改品牌/工厂名称/地址/制造许可证的续签或修改/更改配方”这一流程是最不重要的。
