期刊名称：Arabian Journal of Business and Management Review
电子版ISSN：2223-5833
出版年度：2013
卷号：2
期号：7
出版社：Sohar University, Oman and American University of Kuwait
摘要：One of the most important developments in the field of quality improvement approaches that have been occurred in the last decade of the twentieth century is issue of measuring customer satisfaction as one of the core requirements of quality management system in all institutions and business enterprises. Nowadays, there are many efforts to improve the quality of management tools and customer-oriented culture by scholars, experts and managers of organizations that all show that customer satisfaction is the most important factor in determining organization's success and profitability. Electronic services with competitive opportunities for organizations help the creation of customer satisfaction. This study aims to assess the relationship between electronic services quality and satisfaction of policyholderso that service improvement and availability are as indicators of electronic services, and reliability is used as an indicator of customer satisfaction. Questionnaires were used to collect data and then data was analyzed using statistical methods. It is concluded that there is a significant relationship between electronic service quality and customer satisfaction
