Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?

Mishra, Santap Sanhari; Geleta, Ashenafi Tola

doi:10.1080/01900692.2019.1628053

Cited by 21 publications

(13 citation statements)

References 39 publications

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“…Support and assurance problems should be addressed while meeting the service quality need for workers to use an ERP. This finding is in line with previous research since it enables ERP users to learn about the system's ease of use, features, speed, accuracy, and adaptability ( Aldholay et al., 2019 ; Chen, 2020 ; Stefanovic et al., 2016 ; Mishra and Geleta, 2020 ; Kumar et al., 2020 ; Nishant et al., 2019 ). Regardless, the three quality constructs of the IS success model applied in this study had a negative impact on user satisfaction.…”

Section: Discussionsupporting

confidence: 91%

Evaluation of organizational climate factors on tax administration enterprise resource planning (ERP) system

Akrong

Shao

Owusu

2022

Heliyon

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Section: Discussionsupporting

confidence: 91%

Evaluation of organizational climate factors on tax administration enterprise resource planning (ERP) system

Akrong

Shao

Owusu

2022

Heliyon

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“…E-government service delivery impacts the adoption of e-government in the Netherlands (Budding et al, 2018). Perceived service delivery intermediates the correlation between people's satisfaction and e-government (Mishra & Geleta, 2019). Trust in e-government, trust in technology, and trust in government affect the engagement, usage, and adoption of e-government services (AlAwadhi, 2019).…”

Section: Discussionmentioning

confidence: 99%

“…E-government service delivery affects e-government adoption (Budding et al, 2018). Perceived service delivery act as a mediator for the correlation between the satisfaction of citizens and e-government (Mishra & Geleta, 2019). E-government adoption faces several challenges such as infrastructural deficiency, security, and data privacy (Lawan et al, 2020).…”

Section: Credibility (Trust) and Intention To Use E-government Servicesmentioning

confidence: 99%

Behavioral Acceptance of Electronic Government in Jordan

Al-Haddad

Sharabati

Khasawneh

et al. 2023

International Journal of Electronic Government Research

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Due to the development of communication and information technology, all organizations employ electronic communication to reach their customers and users, especially in developed nations where governments use e-government to support their residents with needed services. In Jordan, the use of e-government services is not as well adopted as in developed nations, because some Jordanians do not trust e-government services due to many reasons, which are discussed in this research; therefore, this study's goal is to determine dimensions that affect people's intentions to use e-government and its effect on e-government actual use in Jordan. The study looks into the factors that impact individuals' intentions and actual e-government usage, including attitudes toward behavior, credibility, and subjective norms that are derived from perceived usefulness, ease of use, awareness, trust in the government, incentives, trust in service delivery, transactional security, and social influence. A total of 352 online questionnaires were gathered, the majority of which were completed by college students who are between the ages of 18 and 29. The findings indicate that perceived ease of use, incentives, and perceived usefulness influence attitudes toward behavior, while awareness does not affect attitudes toward behavior. Trust in service delivery, transactional security, and trust in government affect credibility. Social influences affect subjective norms. Attitudes toward behavior and subjective norms affect intention to use, using intention affects actual usage, while credibility does not affect using intention. Finally, the results are helpful to Jordanian organizations including the Jordanian government. Recommendations are provided in the last section.

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“…As part of this appraisal, citizens care about the rapidity with which e-government information responds to community recommendations, opinions, and demands [18]. When citizens communicate their aspirations and needs through e-government, they expect a fast and effective response from the government [60]. The ability of the 4…”

Section: E-governmentmentioning

confidence: 99%

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

Hutahaean

Eunike

Silalahi

2023

Human Behavior and Emerging Technologies

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Citizens’ participation in e-government is imperative for the government as it implies citizens’ participation in public policy. Furthermore, how government strategies allocate resources to increase participation in e-government is essential to investigate. Nevertheless, scant literature debates how e-government can facilitate citizen participation as part of the government’s deliberative policy-making process. To fill the gap, this study uses social media, good governance, and trust to predict e-government participation and testing the hypothesis using PLS-SEM and fsQCA on 455 Indonesian participants who have experience with e-government. The results from SEM confirmed that trust in e-government is the principal predictor of achieving citizens’ participation. To achieve citizens’ trust in e-government, the government must consider perceived ease of use and usefulness as critical factors while spreading e-government-related information on social media. At the same time, transparency from the good governance aspect enhances citizens’ trust. The results of fsQCA equip theoretical and practical insights for the government to determine whether citizens have high or low levels of e-government participation. In achieving high e-government participation, trust, information quality, perceived ease of use, and perceived usefulness are necessary. Besides, low participation occurs when information about e-government is absent on social media and do not care about good governance. These findings will assist the government in comprehensively improving public services through social media and good governance.

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Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?

Cited by 21 publications

References 39 publications

Evaluation of organizational climate factors on tax administration enterprise resource planning (ERP) system

Evaluation of organizational climate factors on tax administration enterprise resource planning (ERP) system

Behavioral Acceptance of Electronic Government in Jordan

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

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