E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country

Long Pham, Yam B. Limbu, Mai Thi Thu Le and Ngoc Lan Nguyen

Journal of Public Policy, 2023, vol. 43, issue 4, 812-833

Abstract: This study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens’ needs and build their loyalty.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:cup:jnlpup:v:43:y:2023:i:4:p:812-833_10

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