نوع مقاله : مقاله پژوهشی
نویسنده
استادیار گروه اقتصاد دانشگاه پیام نور، تهران، ایران
چکیده
کلیدواژهها
موضوعات
عنوان مقاله [English]
نویسنده [English]
As a vital institution for achieving social security and justice, the Social Security Organization plays an invaluable role in national development. In the present era, information technology development has helped the organization transform from a traditional, bureaucratic structure into an agile, transparent, data-driven, and customer-oriented organization. Deep integration of information technology into all social security processes is not only a choice but an undeniable necessity for the organization's survival and efficiency, enabling it—through strategic management—to keep pace with these environmental changes. Utilizing new technologies can affect various factors within the organization. The present study seeks to examine the impact of information technology on the performance of the Social Security Organization's services (case study: Tabriz branches). The research method is descriptive and of the survey type. The statistical population of this study comprises all customers of the Social Security Organization and the financial staff of the Tabriz branches. The staff sample was a census including 31 persons, and the customer sample was obtained using Cochran's formula as 384 persons. Cronbach's alpha was used to assess the reliability of the questionnaire. The Kolmogorov–Smirnov test was used to examine the normality of variable distributions, and the one-sample t-test was used to test the research hypotheses.The results showed that information technology development has a significant effect on variables such as service quality, the components of assurance, responsiveness, and reliability in the Social Security Organization’s Tabriz branches. Information technology also has a significant effect on reducing the costs of the Social Security Organization’s Tabriz branches. However, information technology does not have a significant effect on the quality service components of tangibility and empathy in the Social Security Organization’s Tabriz branches. Strengthening the necessary technical, financial, human, and educational infrastructures and developing information technology in the Social Security Organization will increase customers’ perceived satisfaction with the quality of the organization’s services.
کلیدواژهها [English]
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