Abstract: Beneficiaries’ Satisfaction should be a matter of concern of all public and private organization and fulfilling such important goal starts with the offered service quality which must be understood in order to offer the expected services. Accordingly the main purpose of this study theoretically is finding out how applicable the service quality model is in the context of the electronic management services offered by the Immigration and Passport Office in Aden and its impact on the satisfaction of its beneficiaries. A questionnaire consisted 28 items was adapted from two previous studies. It was distributed using a purposive sampling technique to 271 citizens of Aden city, however only 175 questionnaires were returned and used in the analysis of this study using SPSS version 22. From the analysis carried out using mainly regression analysis, it was found out that, the service quality model was good. A statistically significant relationship was established between service quality and customer satisfaction and this relationship was found to be strong. The results of the study suggest that Immigration and Passport office management has to invest in service reliability and responsiveness dimensions as these two dimensions out of the five predictors have profound influence on beneficiaries’ satisfaction. The study concluded that service quality has a strong influence on the satisfaction of Immigration and Passport Office beneficiaries; however, there may be other factors that affect beneficiaries’ satisfaction. The findings of this research offer beneficial implications and contribution for the both the academic point of view and managerial field.
Keywords: Beneficiaries’ Satisfaction, electronic management services, Passport office.
Title: Impact of Quality services of electronic management on beneficiaries’ satisfaction in immigration and passport department in Aden
Author: RANYA NAJIB FADHL AHMED
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
