Evaluation of customer satisfaction of the Social Security Organization of Markazi Province regarding the quality of electronic services

Mirsamiei, Maryam; Sarabadani, Karim

doi:10.22034/qjo.2026.512178.1413

Evaluation of customer satisfaction of the Social Security Organization of Markazi Province regarding the quality of electronic services

Document Type : Original Article

Authors

maryam mirsamiei ¹

karim sarabadani ²

¹ Master’s Degree in Business Administration – International Business; Employee of the Social Security Organization, Shazand, Markazi Province

² Master’s Degree in Business Administration – Marketing; Employee of the Social Security Organization, Shazand, Markazi Province

10.22034/qjo.2026.512178.1413

Abstract

Purpose: This study aims to evaluate customer satisfaction with the quality of electronic services provided by the Social Security Organization in Markazi Province.
Method: In terms of purpose, this research is applied, and in terms of method, it adopts a descriptive–survey design. Data were collected using both documentary and field methods, with a standardized questionnaire employed as the primary research instrument. The statistical population consisted of all insured individuals of the Social Security Organization in Markazi Province who used electronic services. A sample of 235 respondents was selected through convenience sampling. The reliability of the research instrument was confirmed using Cronbach’s alpha coefficient in SPSS software.
Findings: The results indicate that the mean level of customers’ perceptions of electronic service quality was lower than their expectations in some dimensions and higher in others. Specifically, significant gaps were observed between customers’ expectations and perceptions in the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. In addition, the correlations between expectations and perceptions across all dimensions ranged from weak to moderate, suggesting an incomplete alignment between the services delivered and customers’ expectations. These discrepancies may negatively affect customer satisfaction and loyalty.
Conclusion: The findings suggest that organizational managers should employ practical strategies and modern management tools to reduce the gap between customers’ expectations and perceptions in order to enhance service quality and strengthen customer trust and satisfaction

Keywords

Customer satisfaction

Service quality

Electronic services

Social Security Organization