Main contributions of E-governance

Wang, Heng; Hou, Jinchang

doi:10.1109/iccda.2010.5541196

Cited by 3 publications

(2 citation statements)

References 7 publications

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“…e-Governance has three main contributors which include e-administration, e-citizens, e-services and e-society. Services must be aligned with the changing needs of citizens and stakeholders to develop the economy of the country (Wang & Hou, 2010). Effective implementation of e-Governance services in India considering the poverty, awareness, literacy, basic infrastructure, bandwidth, multilingual and cultural issues has been challenging (Gupta & Bansal, 2013).…”

Section: Review Of Literature On Service Quality and Satisfactionmentioning

confidence: 99%

Government Service Delivery System: Does Satisfaction Matter? With Reference to Right to Service Act in the State of Karnataka, India

Padiyar

2023

samvad

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Purpose: Service delivery is the main function of any government. For measuring the success of government and its governance a well-founded theory is crucial, which could help governments to improve their service standards as well as service satisfaction of citizens. We propose this measure using citizen service satisfaction as a measure of government's success, as well as explore its relation with quality of the service delivered to the citizens. The purpose of this research is to examine the quality of public service delivery system in Karnataka, India and determine the important factors which influence the quality of public service delivery system and citizen service satisfaction. Design/Methodology/Approach: In India, the majority of states are delivering the public services to citizens under right to service act. In comparison with 23 other counterparts, Karnataka has been the state to deliver highest number of services in India under right to service act. At present the state of Karnataka is providing 1,181 services within the stipulated time frame of right to service act. Hence survey was conducted in the state of Karnataka. Primary data associated with variables influencing public service quality are collected using a questionnaire survey. The survey questionnaire has been designed on basis of literature review and in consultation with officials involved in public service delivery system. Findings: Tangibility, reliability, responsiveness, assurance, empathy, valence, and waiting time were the seven factors which were grouped under two dimensions functional quality and technical quality of service delivery. The analysis shows that 52.2% of the variance in citizen service satisfaction is captured by service quality and its dimensions. We found that service quality has a relationship with citizen service satisfaction. Waiting Time, responsiveness, assurance, and tangibility were found to be of more importance when compared with remaining factors in determining service quality. From the study, it is evident that citizen service satisfaction can be expressed as proportional change in service quality. Practical Implications: The results contribute towards understanding of key factors which influence citizen service satisfaction and help to enhance service delivery process. Social Implications: Public services are the services which are being provided by government to citizens, which include services from issuance of birth certificate till issuance of death certificate, services covering major events of entire lifecycle of an individual. The ameliorate service quality can enhance public service satisfaction precipitating in good governance. Originality/Value: This study addresses quality of public service delivery system in India through a carefully designed research. This research will be of greater value to scholars involved in research area of public service delivery system, public service quality and satisfaction in developing countries.

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Section: Review Of Literature On Service Quality and Satisfactionmentioning

confidence: 99%

Government Service Delivery System: Does Satisfaction Matter? With Reference to Right to Service Act in the State of Karnataka, India

Padiyar

2023

samvad

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“…In [1], the essential contributions of e-government are presented, including e-administration, while in [2] several aspects of developing an integrated Regional E-administration system are presented, by adding "pieces" successively developed under the frame of two PHARE Projects. In [3], the challenges and barriers of implementing e-government by the investigation on NEIS of Korea.…”

Section: Related Workmentioning

confidence: 99%

E-Government: Back-Office Systems Development – Critical Issues for the Greek Case

Theocharis¹,

Tsihrintzis²

2013

IJDS

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One of the major components of the electronic state is the e-administration, which must be supported by strong back office systems in order to increase efficiency and effectiveness of the administration. In this paper we examine the case of Greek Public Administration by researching the development of a back office system in terms of personalized service for government officials. We also present the basic desired characteristics of such a system which currently is under design.

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e-Government: The Concept, the Environment and Critical Issues for the Back-Office Systems

Theocharis

Tsihrintzis

2023

Artificial Intelligence-Enhanced Software and Systems Engineering

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Main contributions of E-governance

Cited by 3 publications

References 7 publications

Government Service Delivery System: Does Satisfaction Matter? With Reference to Right to Service Act in the State of Karnataka, India

Government Service Delivery System: Does Satisfaction Matter? With Reference to Right to Service Act in the State of Karnataka, India

E-Government: Back-Office Systems Development – Critical Issues for the Greek Case

e-Government: The Concept, the Environment and Critical Issues for the Back-Office Systems

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