قياس رضا الجمهور نحو فاعلية المواقع الإلکترونية لشرکات قطاع الأعمال العام-دراسة تطبيقية

نوع المستند : المقالة الأصلية

المؤلف

مصر: جامعة الزقازيق کلية التربية النوعية قسم العلوم الاجتماعية والاعلام

المستخلص

    تعد الدراسة الحالية من الدراسات الوصفية التحليلية، حيث هدفت إلى التعرف على واقع العلاقة بين رضا الجمهور وفاعلية المواقع الإلکترونية لشرکات قطاع الأعمال العام؛ من خلال تحليل مضمون تلک المواقع، ورصد الأدوات المستخدمة من قبل هذه الشرکات لتفعيل تلک العلاقة ونجاحها، والاهتمام بکسب رضا الجمهور وفهم حاجاته ورغباته، واعتمدت الدراسة على تحليل مضمون عينة من المواقع الإلکترونية لشرکات قطاع الأعمال العام المتمثلة في: (موقع شرکة مياه الشرب والصرف الصحي بالدقهلية، وموقع شرکة شمال الدلتا لتوزيع الکهرباء، وموقع شرکة غاز مصر لتوزيع الغاز الطبيعي)، کما اعتمدت في جمع البيانات على استمارة الاستبانة على عينة من المستخدمين لمواقع هذه الشرکات، وعددهم (466 مفردة)، بالإضافة إلى إجراء مقابلة شخصية مع الإدارة العليا بهذه الشرکات.
    وتوصلت الدراسة إلى أن جميع استجابات أفراد العينة أخذت الاتجاه الإيجابي بنسب متفاوتة ومتقاربة من واقع آرائهم من نسبة (86.8%) حتى نسبة (100%)، کما ثبتت صحة فروض الدراسة؛ حيث توصلت إلى وجود علاقة ارتباطية دالة بين اتجاهات الجمهور نحو فاعلية المواقع الإلکترونية للشرکات (شرکة مياه الشرب والصرف الصحي بالدقهلية، شرکة شمال الدلتا لتوزيع الکهرباء، شرکة غاز مصر لتوزيع الغاز الطبيعي) وفقًا لأبعاد نموذج الفجوات لتحسين مستوى الخدمة، وأبعاد نموذج جودة الخدمات الإلکترونية ومدى رضاهم عنها، کما توجد علاقة ارتباطية دالة بين اتجاهات الجمهور نحو التغذية الراجعة وسرعة استجابة المواقع الإلکترونية للشرکات ومدى رضاهم عنها، وأيضًا يوجد فروق دالة بين رضا الجمهور عن فاعلية المواقع الإلکترونية للشرکات وفقًا للعوامل الديموجرافية (النوع- الفئة العمرية- الحالة الاجتماعية- المستوى التعليمي).

الكلمات الرئيسية

الموضوعات الرئيسية


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