Measuring the performance of G2G services in Iran

  • Behrouz Zarei
  • Maryam Safdari
Conference paper
Part of the IFIP International Federation for Information Processing book series (IFIPAICT, volume 252)


To highlight the growth of e-government and the importance of its services it is essential to evaluate the performance of the service delivery to customers. Research indicates that traditional performance indexes are not suitable for this evaluation; moreover, it is noticeable that the e-government services are intangible and invisible. Among different e-government services, measurement of quality government to government (G2G) services has been less attractive for researchers while crucial for government policy-makers. This calls for a better understanding of the specific needs of users of these services in order to provide appropriate type and level of services that meets those needs. In this paper, the performance of the G2G services is measured in the Iranian context. For this purpose, SERVQUAL, which is a well-known method for assessing service quality, is employed. This study proposes and tests a five-factor of SERVQUAL instrument to explain user satisfaction and gap analysis, between expectations and perceptions of its customers, consisting thirty ministries and main governmental organizations. Based on a Chi-square test, factor analysis, gap analysis and correlations, it is concluded the gap between expectations and perceptions of G2G customers is significant and customer satisfaction of G2G services is at low level.


Service Quality Customer Satisfaction Business Process Management Iranian Context Measure Service Quality 
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Copyright information

© IFIP International Federation for Information Processing 2007

Authors and Affiliations

  • Behrouz Zarei
    • 1
  • Maryam Safdari
    • 2
  1. 1.Management SchoolUniversity of TehranTehranIran
  2. 2.London School of EconomicsUniversity of LondonLondonUK

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