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Journal ArticleDOI

Assessment of e-government service quality: An emerging market perspective

01 Mar 2016-The Marketing Review-Vol. 16, Iss: 1, pp 62-77
About: This article is published in The Marketing Review.The article was published on 2016-03-01. It has received 3 citation(s) till now. The article focuses on the topic(s): Emerging markets & Service quality.
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Journal ArticleDOI
Abstract: Information Technology–enabled e-Governance outlets are being increasingly used in developing economies to facilitate the delivery of e-Government services. These outlets are managed by social entrepreneurs who serve as an intermediary between the citizen and the government. With social entrepreneurship and stakeholder theories as underpinnings and model validation with data from 232 respondents, the current work suggests that social entrepreneurs' satisfaction is derived from a positive public image and satisfaction with stakeholders. The two factors fulfill the entrepreneur’s communion motives and are derived from their economic well-being, an agency motive, which itself is an outcome of the e-Government website service quality. This study also establishes the intervening role of process and the government support for enhancing the social entrepreneur’s economic wellbeing. The study brings the unique perspectives of social entrepreneurship to e-Government service delivery and provides recommendations for policymakers to focus on the satisfaction of such intermediaries for sustainable inclusion into the digital mainstream.

3 citations


01 Mar 2019-
Abstract: e-Governance has become an imperative mode for Governments across the globe to engage and transact with citizens. From being an alternate channel to becoming the norm, e-Governance has come a long way. However, e-Governance implementation is being challenged by impediments like resource inadequacy – financial, process reengineering, IT & Human, etc. Lately, e-Governance implementation has been at the centre of research, which in turn has resulted in an increase in the number of papers dedicated to the subject. As result, it is prudent to analyse the existing literature to identify various aspects associated with the implementation of e-Governance along with methodologies being applied in the process. Accordingly, the paper aims to analyse the determining factors of e-Governance as identified in research studies published in the last one and a half decade (2000-2015). Based on the investigation of extant literature available on the subject, it has been established that technological, financial, Human resource and Information privacy and security related factors are the major determinants of e-Governance. However, paper in the process of identification duly acknowledges the limitations of the study and has suggested research directions for further research. Originality/value – The originality of the research lies in the finding presented over a 15 year period in e-Governance research. The above was achieved by analysing This has been achieved by analysing publication in databases of EBSCO and Emerald.

1 citations


Journal ArticleDOI
07 Dec 2020-
Abstract: This study aims to understand the role of access convenience of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries such as India. The study uses the DeLone and McLean’s information systems (IS) success model as a theoretical basis and analyses the effect of access convenience of CSCs (AC), on the three quality dimensions (namely, information quality [IQ], system quality [SyQ] and service quality [SQ]), and the e-government continuance intention. The effects of the three quality dimensions on continuance intention are also analysed.,The primary data were collected from the field surveys conducted at various CSCs in Uttar Pradesh state of India using convenience sampling technique. The study sample included 358 respondents who use e-government services through CSCs. Structural equation modelling was used to test the hypothesized relationships in the proposed model.,The findings of the study suggest that CSCs’ access convenience has a significant positive impact on the e-government continuance intention. The findings also confirm the significant positive impact on all the three quality dimensions of e-government i.e. IQ, SyQ and SQ. Though the findings do not provide support for the impact of IQ and SyQ on the e-government continuance intention but the impact of SQ on the e-government continuance intention is found to be significantly positive.,The explanatory power of the model indicates the scope of including more variables in determining the continued usage of e-government. Future studies may extend the present study by including concepts such as trust, satisfaction and security/privacy concerns of citizens. The present study has failed to support the impact of IQ and SyQ on the intention to continue using e-government services. Future studies may test the model in different contexts with different respondents to further examine these relationships. Future studies may also see the association between the continuance intention and actual use of e-government services.,The government should provide accessible CSCs to the citizens which are conveniently available to them. To diffuse the e-government services successfully among all citizens, the government needs to see that sufficient numbers of CSCs are available in the areas where people lack the required infrastructure for using the e-government services. The government also needs to ensure that the CSCs are fully functional and equipped with facilities for providing the best quality services.,The study combines the quality constructs from the IS success model with AC, for predicting the e-government continuance intention. The joint use of these constructs has provided a model with high explanatory power, which is able to explain 76.6% variation in the continued usage of e-government services. The study also contributes to the existing literature by presenting AC as a strong determinant of the e-government quality dimensions.

1 citations