The Impact of E-Service Quality on Customer Satisfaction: A case study on Sulaymaniyah Passport Office

Abstract

The governmental sectors embarked on a new mission to digitalize the whole governmental sectors. The lates technological revolutionization has influenced many to benefit from this miracle use it for their own benefit. One of the sectors which witnessed this revolution is the passport office. The whole passport office has been digitalized lately. One of the reasons behind this major shift was due to the customers constant complains with the traditional system which included numerous routine and paperwork that would ultimately exhaust the visitors visiting the office. In this study, we attempt to investigate the impact of e-service on customer satisfaction using the Sulaimaniyah passport office as case study for this paper. We employed a Likert questionnaire to collect people`s impressions about the new system. A hundred people that visited the passport office participated in this questionnaire. The study result indicated that the overall level of satisfaction with e-service quality by customers was at a moderate level. The results showed that customer satisfaction and the dimensions of e-service quality namely; time consuming, reliability and responsiveness are positively correlated with one another. Quantitative research method was employed to test the proposed hypotheses of the study. Data was analyzed by using SmartPLS-4. The result highlighted that the three dimensions in e-service quality are a significant predictor that portrayed significant fit to the model of customer satisfaction. The findings of the study may contribute to the literature of same context and, to the responsible people and policymakers as a guideline to formulate a new plan in improving customer satisfaction.