Abstract

Iranian disciplinary force (police) has delegated a part of its services, under careful security consideration and supervision, to privately-operated centers known as police +10 (e-service centers of disciplinary force) in order to facilitate progress toward forming a totally electronic government, establishing a community-centered public service system as well as improving customer satisfaction. Given setbacks experienced during launching the project of police +10, growing people’s expectation of e-services and a few surveys conducted on this issue, it appears necessary to present a model for measuring people’s satisfaction with performance of police +10. The present research is classified as an applied one employing a descriptive, survey design to describe the status quo. Research population involved all costumers of police +10 centers, among which we have picked up 420 as sample size, through simple random sampling, while determining the number of respective centers to be 45 by applying probability-proportional-to-size and multi-stage cluster sampling. Determining validity and reliability of researcher-made questionnaire, it has been used to collect required data and then exploratory factor analysis as well as SPSS software used to classify the data into various groups and giving each a name. Afterwards, we would validate our model as well as those factors considered effective in people’s satisfaction by conducting confirmatory factor analysis and using  LISREL software and, finally, drawing a conclusion and introducing recommendations for improving customer satisfaction with e-services provided by police +10.

Keywords: Police+10, measuring the customer satisfaction, the quality of the services, the exploratory factor analysis, the confirmatory factor analysis.