Determinants of satisfaction among social entrepreneurs in e-Government services

Rajesh Sharma, Rajhans Mishra and Abhishek Mishra

International Journal of Information Management, 2021, vol. 60, issue C

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.

Keywords: E-Government; Social entrepreneur; Service quality; Satisfaction; Public image; Economic well-being (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:60:y:2021:i:c:s0268401221000797

DOI: 10.1016/j.ijinfomgt.2021.102386

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