Journal of Accounting and Management Vision

Journal of Accounting and Management Vision

Evaluation of the quality and value of municipal services on the intention to continue using services with the mediating role of satisfaction and trust of Sari citizens.

Document Type : Original Article

Author
ahad kalantari
Master of Science in Information Technology Management, Hafad Institute of Higher Education, Sari, Iran.
Abstract
The aim of the present study is to evaluate the quality and value of municipal services on the intention to continue using services with the mediating role of satisfaction and trust of Sari citizens in answering the basic question of what factors affect the intention to continue using municipal services. This research is applied in terms of its purpose and descriptive in terms of its data collection method. The statistical population of the present study is citizens of Sari who use municipal services. The data collection tool is a standard questionnaire that is measured with a 5-point Likert scale. The content validity of this questionnaire has been approved by experts in this field and its reliability has been confirmed with the help of Cronbach's alpha test with a coefficient of 0.7. Descriptive statistics have been examined through SPSS software and analytical statistics through the structural equation modeling (SEM) method and using SmartPLS software. The research findings have shown that all hypotheses have been confirmed and the value of democracy has the greatest impact on the value of services and also the quality of services has the greatest impact on the overall value of municipal services.
Keywords
Customer satisfaction
customer trust
service quality
service value
continuance of use intention

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