The effects of e-service quality on internal and external customer satisfaction: A research on the SGK application portal

In today's world, digitalization plays a significant role in the effective and efficient delivery of public services. In Turkey, the Social Security Institution (SGK) delivers a significant portion of its services through digital platforms. The primary aim of this study is to evaluate the e-service quality of SGK from the perspectives of both internal customers (staff) and external customers (citizens) and to examine its impact on user satisfaction. The E-QUAL model was employed to evaluate e-service quality in this study. Surveys were conducted with two groups to determine how individuals perceive SGK e-services. A total of 196 participants were included in the survey, and the data were analyzed using quantitative analysis techniques. The survey results indicated that SGK e-services generally provide a high level of satisfaction. Detailed analyses revealed that while users find SGK e-services easy to use, they encounter some technical issues. Specifically, system outages and technical glitches negatively impact the user experience. In light of these findings, several strategic recommendations have been proposed to enhance the quality of SGK e-services. Firstly, it is recommended to strengthen the existing technical infrastructure and develop more user-friendly interfaces. Additionally, regularly collecting user feedback and integrating it into service processes can improve satisfaction levels. Training staff on digital services and providing more support to users have also been identified as important areas for improvement. In conclusion, the e-service quality of SGK is generally found to be successful, though there are certain areas that need improvement. This study offers strategic suggestions for enhancing the quality of SGK e-services and contributes to the improvement of public services in the digitalization process. The findings of this research are intended to serve as a guide for SGK and similar public institutions.