دوره 5، شماره 4 - ( 10-1402 )                   جلد 5 شماره 4 صفحات 10-1 | برگشت به فهرست نسخه ها

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Juma Alsuwaidi S J J, Mohamed Sultan A A. Strategies and Challenges to Enhance the Impact of E-Service Quality on Institutional Excellence: A proposed framework. sjamao 2023; 5 (4) :1-10
URL: http://sjamao.srpub.org/article-7-180-fa.html
السویدی سلماجبر، محمد سلطان الامین. استراتژی ها و چالش ها برای افزایش تأثیر کیفیت خدمات الکترونیکی بر تعالی سازمانی: یک چارچوب پیشنهادی. نشریه مدیریت کاربردی و چابک سازی سازمانی. 1402; 5 (4) :1-10

URL: http://sjamao.srpub.org/article-7-180-fa.html

استراتژی ها و چالش ها برای افزایش تأثیر کیفیت خدمات الکترونیکی بر تعالی سازمانی: یک چارچوب پیشنهادی
سلماجبر السویدی ، الامین محمد سلطان*
دانشکده مهندسی ساخت و تولید، Universiti Teknikal Malaysia Melaka، مالزی
چکیده:   (1041 مشاهده)
کیفیت خدمات الکترونیکی نقش مهمی در دستیابی به موفقیت یا شکست در هر سازمانی ایفا می کند که خدمات آنلاین را ارائه می دهد و باعث افزایش رقابت بین سازمان ها برای جذب مشتریان بر اساس کیفیت خدمات ارائه شده توسط سازمان می شود. کیفیت بهتر خدمات الکترونیکی ارتباط با مشتریان و رضایت آنها را افزایش می دهد. بنابراین، اندازه گیری کیفیت خدمات بسیار مهم است، اما به دلیل ماهیت پیچیده خدمات، فرآیندی پیچیده است. هدف اصلی اجرای کیفیت خدمات الکترونیکی، بهبود فرآیندها و عملیات تجاری سازمان برای بهبود تعالی سازمانی کسب و کار است. اما همه سازمان ها در کیفیت خدمات الکترونیکی موفق نبوده اند. هدف این مقاله تلاشی برای افزایش تأثیر کیفیت خدمات الکترونیکی بر تعالی سازمانی به عنوان بخشی از استراتژی شرکت در یک سازمان بود. نتایج حاکی از تأثیر مثبت و معنادار کیفیت خدمات الکترونیکی برای ارتقای تعالی سازمانی بود. در طول این مطالعه، جزئیات بیشتر و مفاهیم ارزشمند مورد بحث قرار گرفته است. یافته‌ها همچنین به شاغلین و مدیران کمک می‌کند هنگام اجرای شیوه‌های کیفیت و تعالی خدمات الکترونیکی در سازمان خود تصمیم‌های مناسب بگیرند. با تأثیر مشترک کیفیت خدمات الکترونیکی و تعالی سازمانی، سازمان ها می توانند به حداکثر برتری قوی دست یابند و در یک بازار رقابتی باقی بمانند که ممکن است به حفظ و بهبود عملکرد و اثربخشی کیفیت خدمات الکترونیکی برای حفظ مشتریان کمک کند.
واژه‌های کلیدی: کیفیت خدمات الکترونیکی، خط مشی کیفیت شرکت، تعالی سازمانی
متن کامل [PDF 373 kb]   (200 دریافت)    
نوع مطالعه: پژوهشي | موضوع مقاله: استراتژی و مدیریت
دریافت: 1402/8/5 | ویرایش نهایی: 1402/9/14 | پذیرش: 1402/9/19 | انتشار: 1402/10/4
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