The Effects of Internet Service Criteria on Institutional Performance

Internet service today greatly affects individuals, companies, and organizations around the world, as the Internet contributes to many things such as facilitating procedures, reducing effort, and saving time. The instability of the Internet system is a major obstacle to the successful implementation of institutional plans, leading to many workflow problems, including delays in providing services to citizens and insufficient communication between the components of the institution. It also leads to a lack of information needed for decision-making, which negatively affects customer satisfaction and operational efficiency. There is a gap in the literature regarding the evaluation of the relationships between Internet service criteria and institutional performance. The Iraqi Martyrs Foundation (IMF) sponsors up to one million citizens from the families of martyrs, which necessitates working on automating operations to accommodate these huge numbers. This study aims to investigate the effects of Internet service criteria on the performance of the Iraqi Martyrs Foundation. The study included developing a survey questionnaire to collect data from relevant stakeholders (technicians, engineers, managers, administrators, buyers, and users) and analyzing it using structural equation modeling. The results indicated support for the hypotheses that criteria such as quality of service, reliability, responsiveness, and experience have a direct impact on organizational performance, while the hypotheses that security and price have an impact on organizational performance were rejected. The resulting model could help improve the performance of the IMF by defining clear criteria for Internet services.