Surveying the Influencing Factors on Customer's Satisfaction from the Passenger Terminal's E-services

One choice for governments in transforming and advancing their service quality, is taking advantage of information and communication technologies and e-government. Currently, the main channel of eservices presentation is the websites of organizations that offer all the services. At this point, measurement of service quality is transported from the physical environment and organizational frame to the virtual world, calling for its own new ways and indices of measurement. In this research, we look for the factors that influence the customers’ satisfaction of the e-services offered by the passenger terminals. Required data were collected from questionnaires devised by the study researchers. Subsequently, factor analysis and structural equation modelling were used for verification of the model and testing the hypotheses. Findings show that functionality, usability, and interaction of the passenger terminals’ e services affect the satisfaction of customers, and this satisfaction finally affects the intention of customers for using these e-services.