Examining the impact of e-government service process on user satisfaction

Abstract

Purpose A government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction. Design/methodology/approach This study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses. Findings The findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction. Research limitations/implications The sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research. Practical implications The research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user. Originality/value E-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

“…The result of the mediated regression analysis is consistent with our hypothesis. Besides, it is also consistent with past studies (e.g., Ba & Johansson, 2008;Sachan et al, 2018) which state that the service delivery process acts as an antecedent of customer satisfaction. Our research demonstrates that as the IBSDS process improves, it provides consumers more control and choices in the service process, leading to greater satisfaction.…”

“…It therefore becomes important to explore if perceived value moderates the link between IBSDS process and customer satisfaction. Extant literature (e.g., Ba and Johansson, 2008;Sachan, Kumar and Kumar, 2018) provides support for a strong direct link between service delivery process and satisfaction but makes no such claim for the moderating effect of perceived value. Therefore, this research seeks to explore whether value moderates the relationship between IBSDS process and customer satisfaction.…”

“…People capabilities represent the stock of individual knowledge and skills possessed by the employees who interact with the customers (Roth & Jackson, 1995). A study by Sachan, Kumar and Kumar (2018) in the e-government context shows that service delivery system process significantly affects user satisfaction. They argue that as the service delivery system process improves, it allows the citizen to make more decisions and choices in the way they interact with the bank and conduct their transactions and related activities.…”

“…The importance of service delivery process aspects and outcome is clearly evident in the ongoing scholarly interest devoted to them (Ba & Johansson, 2008;Grönroos, 1982;Luu et al, 2016;Sachan et al, 2018). It is argued that service process plays a greater role in determining the overall customer satisfaction.…”

“…Extant literature identifies that service process plays a critical role in influencing service quality and customer satisfaction (Ba & Johansson, 2008;Luu, Hau, Ngo, Bucic, & Cuong, 2016;Sachan, Kumar, & Kumar, 2018). However, to the best of our knowledge, no study has attempted to examine the effect of the Internet banking service delivery system (IBSDS) process on the adoption of Internet banking.…”