Abstract:
The present research is classified as an applied one employing a descriptive survey design to describe the status quo of the factors affecting customers’ satisfaction with the E-service centers of Iran’s police, known as 10 + police centers. The research population involves all the costumers of the 10+ police centers, among which 420 individuals were chosen through simple random sampling technique. Furthermore, 45 10 + police service centers were selected with probability proportional to size. After Determining the validity and reliability of the researcher-made questionnaire, it has been used to collect the required data. Then, a conceptual model was developed using the theoretical framework and background literature. After that, SPSS software was used to examine and make an analysis of the research hypothesises. The findings indicate that all the identified indices to the customers’ satisfaction with the 10 + police e- service centers (including trust and confidence, staff performance, system facility, environmental facility, basic amenity, providing sufficient notification, time and cost, easy access to the office) have an effect on the customers’ satisfaction. In the end, some practical suggestions were made for an improvement in the satisfaction level of the customers to the 10 + police e- service centers.
Machine summary:
"The findings indicate that all the identified indices to the customers’ satisfaction with the 10 + police e- service centers (including trust and confidence, staff performance, system facility, environmental facility, basic amenity, providing sufficient notification, time and cost, easy access to the office) have an effect on the customers’ satisfaction.
In a research entitled "the privatization of passport issuance services in the 10+ police centers", it was found that privatization of passport issuance would lead to achievement of objectives of national information technology development, increase in people’s satisfaction level while decreasing quality of other three variables of the research, namely office controls, record keeping and security and safety matters (Ghasri & Salehi, 2009).
Also, as the mean value for the indices is higher than 3, and as the lower and upper 95% confidence interval of the difference are positive, it can be concluded that the 10 + police offices’ customers are satisfied with the performance of the staff and the highest satisfaction is related to "Punctuality and regularity in observing office hours "which is 4.
After, reviewing the theoretical framework and background literature, a conceptual model of the customers for the 10 + police offices was presented which included the following dimensions: Easy access to office, staff performance, system Facility, environmental facility, basic Amenity, providing sufficient notification, time and cost, and trust and confidence."