What is it about?
E-government enables public service delivery easier and as a result citizens' feel satisfied. But without quality service delivery, can e-government ensures satisfaction. This paper tests the mediating role of public service delivery into the relationship between e-government and citizens' satisfaction.
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Why is it important?
Our findings show that perceptive public service delivery acts as a complete mediator in between the relationship of e-government and citizens' satisfaction in Ethiopia. In the absence of this mediator, relation between e-government and satisfaction is insignificant
Perspectives
This article has an important perspective that only maintaining e-government platform is not enough. Rather the government should focus on how to deliver quality services through those platforms if citizens' satisfaction is their prime importance.
Santap Mishra
Read the Original
This page is a summary of: Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?, International Journal of Public Administration, June 2019, Taylor & Francis,
DOI: 10.1080/01900692.2019.1628053.
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