An examination of the e-government service value chain

Kumar, Rajiv; Kumar, Ritu; Sachan, Amit; Gupta, Piyush

doi:10.1108/itp-09-2018-0438

Cited by 15 publications

(29 citation statements)

References 75 publications

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“…Given the growing importance of loyalty, a number of scholars in the area of e-commerce have attempted to adapt the loyalty perspective to find ways of improving fidelity to merchants' websites, thereby increasing consumer retention rates for services and encouraging repeat purchases (e.g. Kaur et al , 2020; Kumar et al , 2020; Liao et al , 2020; Zheng et al , 2017; Bilgihan, 2016; Choi, 2015).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Kaur et al , 2020; Liao et al , 2020; Yang et al , 2017; Bilgihan, 2016). Satisfaction can measure customers' current attitudes to the quality of a service (Irani et al , 2012; Brown et al , 2008; Bhattacherjee, 2001), but loyalty focuses on how customers' attitudes lead to a strong relationship with the brand (Kumar et al , 2020; Liao et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

“…Among these factors, citizen trust has been highlighted by many existing studies on the use of e-government services (e.g. Alkraiji, 2020a; Kumar et al , 2020; Alzahrani et al , 2018; Santa et al , 2019). However, despite the focus on trust, there is a lack of understanding of what this factor entails in the context of satisfaction with and loyalty to e-government services; in particular, the fact that trust is multidimensional in nature.…”

Section: Introductionmentioning

confidence: 99%

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The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Alkraiji

Ameen

2021

ITP

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PurposeThis study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.Design/methodology/approachThe data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.FindingsThe key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.Originality/valueThis study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Alkraiji

Ameen

2021

ITP

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“…This is based upon the fact that e‐participation primarily is an exchange between the individual and the public sector (Alford, 2002), whereby both public value is created and private value acquired (Ju et al, 2019a). CVM model has emerged as an explanatory tool for participation antecedents (Kumar et al, 2020; Seyd et al, 2001; Stewart, 1997). Further, it has been argued that participation antecedents tends to retain their influence throughout the life cycle of e‐participation, since they continue to evolve with IT Governance Innovation post implementation (Phang et al, 2014, 2015).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Dynamics of e‐Governance in post COVID era: India

Singh

Rawat

Singhla

2021

E J Info Sys Dev Countries

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India as a country, has made numerous efforts related to launch and adoption of e‐Governance initiatives, which has been introduced in various fields. However, except a few, most of such initiatives have not been able to deliver the desired results over the longer course of time, resulting in underutilization of public funds. Moreover, time and again it has been noted that e‐Governance initiatives adoption and success varies across geography, mainly on account of prevalence of diversity in India. Furthermore, post COVID, the importance of e‐Governance initiatives in the lives of citizens at large, has witnessed a paradigm shift both in applicability as well as acceptance. The enforcement of social distancing by Central as well as Local governments in the past few months has led to enhanced role of e‐Governance initiatives in delivering critical to common services/facilities to the citizens at large. As a result, this study has been conducted with an aim to identify the factors responsible for higher adoption of the e‐Governance services in India. The study also aims to analyze the impact of ongoing pandemic on the adoption of e‐Governance by including a separate construct related to health.

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“…In November of the same year, the government website of Nunavut in Canada was attacked and all local electronic information services were paralyzed. As a new government management mode, the information security level of smart government is affected by technology research and development, information processing methods, infrastructure, and other factors [3,4], which are complex and interact with each other. Therefore, identifying these influencing factors is the basis of improving the level of government information security.…”

Section: Introductionmentioning

confidence: 99%

Influencing Factors of Smart Government Information Security: Experience from China

Wang

Zhang

2022

Teh. vjesn.

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Based on information technology, smart government processes information data to help improve the efficiency of government operations. Information security has become the key to the transformation of government wisdom and improvement of government service efficiency and transparency. To explore the influencing factors of government information security, 27 influencing factors from 6 dimensions of personnel, facilities, information, personnel management, system, and environment were extracted. The decision-making trial and evaluation laboratory (DEMATEL)-interpretative structural modeling (ISM) composite model was used to determine the importance of each factor, the mechanism between the influencing factors was analyzed, and a smart government information security interpretation structure model was constructed. Results show that policies and regulations are the root factors affecting the information security of the smart government. The international environment is a deep-layer influencing factor on government information security. Infrastructure, moral training, and other factors are middle-layer influencing factors that are influenced by the superior factors. Psychological factors, platform construction, and others are surface-layer influencing factors that play a connecting role. Security awareness, behavior security, moral level, and others are directly influencing factors and determine the level of smart government information security. Results of this study also show the feasibility of DEMATEL-ISM model in identifying the relevant factors and analyzing their influencing mechanism on smart government information security. A novel modeling method and its analysis approach are provided for the government to improve the level of information security.

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An examination of the e-government service value chain

Cited by 15 publications

References 75 publications

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Dynamics of e‐Governance in post COVID era: India

Influencing Factors of Smart Government Information Security: Experience from China

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