The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology

Lee, Joo‐Ho; Kim, Hyun Joon; Ahn, Michael J.

doi:10.1016/j.giq.2010.07.007

Cited by 175 publications

(125 citation statements)

References 36 publications

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“…The third factor that can influence the overall students' satisfaction significantly is the staff's responsiveness in providing the services (Lee et al, 2011). This finding indicates that students look for fast and prompt responses from the institution's staffs and any delay in addressing their enquiry can cause dissatisfaction.…”

Section: Discussion and Analysis Of Projection Questionmentioning

confidence: 99%

“…They include these factors in SERVQUAL which is a measurement instrument for measuring the quality in services (Parasuraman, et al, 1988). Based on the tests done on these five dimensions of SERVQUAL in many industries indicate that they are reliable and valid (Brysland & Curry, 2001;Kassim & Abdullah, 2010;Lee, Kim, & Ahn, 2011;Naik, Krishna, & Gantasala, 2010;Sohail, 2003;Sohail & Shaikh, 2004).…”

Section: Concept Of Service Qualitymentioning

confidence: 99%

“…Responsiveness refers the level of the promptness in the staffs' response to the customers' enquiries (Lee, et al, 2011) by showing that "We will get it done now". The relationship between students and their institution may start from the time of enrolment until their convocation, and it may go on beyond that through alumni activities.…”

Section: Concept Of Service Qualitymentioning

confidence: 99%

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Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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The changing of the global demographic trends clearly suggests a growing demand for a quality higher education. In fact, several studies have been carried out in the past few years to explore the factors that have effects on the customer satisfaction and its consequences in various industries. In the same manner, this study also explores the five factors of service quality (SERVQUAL) and their relationship with the level of student satisfaction and their loyalty as well as the intervening role of satisfaction in the relationships between SERVQUAL factors and loyalty among undergraduate students.The study used self-administered questionnaires to test the proposed model and data collected from 460 questionnaires were analysed. The questionnaires were distributed at various private universities and colleges in Malaysia based on convenience sampling. The results of this study are in accordance with prior studies in this field as SERVQUAL factors do influence the level of customers' satisfaction in the service industry. This study shows that the level of students overall satisfaction is mostly affected by tangibility. This finding indicates that the physical facility on the campus plays a major role in satisfying the students. The results also show that tangibility has the highest influence (directly and indirectly) on the students' intention to continue to a higher level of studies and/or spreading good word of mouth about the institution to their friends and the society. However, to generalize the results of this study, consideration should be made to the limitation of the number of the private institutions where the samples are collected. It is suggested that for further study, more samples should be taken from a larger number of institutions.

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Section: Discussion and Analysis Of Projection Questionmentioning

confidence: 99%

Section: Concept Of Service Qualitymentioning

confidence: 99%

Section: Concept Of Service Qualitymentioning

confidence: 99%

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Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Mansori¹,

Vaz²,

Ismail³

2014

ASS

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“…The decision to use e-government services is also influenced by opportunity (Lee, Kim and Ahn, 2011). Opportunities are presented by the environment or country within which the e-government service operates .…”

Section: Opportunitymentioning

confidence: 99%

COBRA framework to evaluate e-government services: A citizen-centric perspective

Osman

Anouze

Irani

et al. 2014

Government Information Quarterly

136

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E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a model consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) and a measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm the COBRA model as a useful tool for evaluating the success of e-government services from citizens' perspective. Keywords: E-government service assessment; Citizen Satisfaction; Structured equation modeling; Scale development Final version is published in Government Information INTRODUCTIONE-government services influence many stakeholders including citizens, government employees, information technology developers, and policy makers. Each stakeholder has different interests and objectives that may have an impact on the success and take-up of egovernment services . In the literature, there have been a large number of models and frameworks to evaluate e-government service success for different purposes or from different perspectives (Jaeger and Bertot, 2010). Although, these models aim to help policy makers and practitioners to evaluate and improve the provision of e-services, little effort has been made to develop a holistic model to evaluate e-government services and their interactions with users (Wang, Bretschneider and Gant, 2005). However, the success of egovernment services is a complex concept, and its measurement should consider multidimensional factors (Wang and Liao, 2008;Irani, Elliman and Jackson, 2007; Irani, Love 3 and Jones, 2008;Weerakkody and Dhillon, 2008). Therefore, in this study, a new conceptual model to measure e-service success from diverse stakeholders' perspectives is proposed.The model development methodology follows a grounded theory approach in which an extensive literature review on existing e-service assessment models is conducted to identify the various fragmented success factors (or key performance indicators, KPIs). The identified KPIs are then classified into four main groups: cost; benefit; risk; and opportunity.Accordingly, users' satisfaction is measured in terms of the cost-benefit and risk-opportunity analysis for engaging with an e-service. This analysis has its ...

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“…The slow adoption of eGov services has been acknowledged by recent studies (e.g., Akkaya et al 2011;Bwalya and Healy 2010;Lee et al 2011) and efforts have been made to identify the factors affecting the adoption of such services (e.g., Lu et al 2010;Schaupp et al 2010); however, none of these studies has made any further attempt to develop and validate an eGov-specific unified model to explain these phenomena. Recognising this existing gap in the literature, this research aims to develop a unified model of eGov adoption and validate it using primary data collected in an investigation of the electronic district (e-District) system in Bihar, India, as an aid to identifying the factors influencing citizens' intention to adopt an emerging eGov system.…”

Section: Introductionmentioning

confidence: 99%

Citizens’ adoption of an electronic government system: towards a unified view

et al. 2015

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Sluggish adoption of emerging electronic government (eGov) applications continues to be a problem across developed and developing countries. This research tested the nine alternative theoretical models of technology adoption in the context of an eGov system using data collected from citizens of four selected districts in the state of Bihar in India. Analysis of the models indicates that their performance is not up to the expected level in terms of path coefficients, variance in behavioural intention, or the fit indices of the models. In response to the underperformance of the alternative theoretical models to explain the adoption of an eGov system, this research develops a unified model of electronic government adoption and tests it using the same data. The results indicate that the proposed research model outperforms all alternative models of technology adoption by explaining 77 % of variance in behavioural intention, with acceptable values of fit indices and significant relationships between each pair of hypothesised factors.

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The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology

Cited by 175 publications

References 36 publications

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education

COBRA framework to evaluate e-government services: A citizen-centric perspective

Citizens’ adoption of an electronic government system: towards a unified view

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