The Effects of E-Governance on Customer Satisfaction: The Case of Addis Ababa Water and Sewerage Authority

Jemal Abagissa
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Jemal Abagissa: Addis Ababa University

SBS Journal of Applied Business Research (SBS-JABR), 2022, vol. 10, 14-23

Abstract: The emergence of electronic governance has been one of the important developments in public administration in the past decades, helping governments reduce costs, improve service provision for citizens, and increase effectiveness and efficiency. The purpose of this study is to assess the effects of e-governance on customer satisfaction, focusing on the Addis Ababa Water Supply and Sewerage Authority (AAWSSA) at its Arada branch. Both quantitative and qualitative data were collected to analyze the effects of e-governance on a sample of 330 users of water billing services. The study revealed that e-governance has positively affected service delivery by enhancing customers' perceptions of service delivery and satisfaction, though the satisfaction level is moderate due to challenges such as customer e-service illiteracy, poor internet infrastructure, and dependence on external e-service platform suppliers.

Keywords: E-governance; Service delivery; Customer satisfaction; SERVPERF; AAWSSA; Ethiopia (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:bfv:journl:035

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