Analysis of Success Factors on E-Government Service Delivery: Case of Yazd University

The successful adoption of new technologies helps governments to achieve efficiency in their implementation and delivery of public services to citizens. The educational services offered by universities are one of the most important e-services given by government institutions. As a result, it is necessary to develop a theoretical framework to measure the success of such initiatives. The purpose of this research is to identify the success factors behind governmental e-service delivery. After a literature review, the most important factors were determined and a model of the interconnections between the factors was developed and simulated under System Dynamics approach. The proposed model has been applied to the online education services offered by Yazd University. The results of this study indicate that there is a big gap between the desired quality of service and what is actually offered. The flexibility, ease of use and effectiveness of these services were the main factors that needed to be improved.