Effects of government electronic service quality on citizen satisfaction with integrated service delivery in urban areas

Yaya Mulyana () and Maun Jamaludin ()

International Journal of Public Policy and Administration Research, 2023, vol. 10, issue 1, 24-33

Abstract: In the effort to achieve good and effective public services to gain public satisfaction and trust, the use of public electronic services (e-services) is expected to improve service quality. Public e-services offer better options for processing digital data. With increasing internet access, the use of e-services as a vehicle for delivering various public services is a promising development in the public sector. By maintaining and improving service quality, especially in the public sector, the use of internet/online services or public e-services will make users feel more satisfied and increase public trust. This study aims to determine the effect of electronic service quality on citizen satisfaction with public e-services. A quantitative research methodology was adopted. Data was collected by distributing online questionnaires to users of public e-service applications, totaling 150 respondents in Bandung, Indonesia. The sampling technique used was a purposive, non-probability-based sampling method. The data analysis technique was Structural Equation Modeling (SEM) using Smart software. The test results show that information quality, data security, and data privacy have a significant effect on e-service quality, which, in turn, has implications for citizen satisfaction. Based on the results of this study, we advise public e-services institutions to maintain and improve the quality of e-services by improving information quality, data security, and data privacy to increase user trust in public e-services.

Keywords: Citizen satisfaction; Community satisfaction; Data integration; Integrated services; Public administration; Public e-service; Service quality; Urban area. (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://archive.conscientiabeam.com/index.php/74/article/view/3293/7340 (application/pdf)
https://archive.conscientiabeam.com/index.php/74/article/view/3293/7527 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pkp:ijppar:v:10:y:2023:i:1:p:24-33:id:3293

Access Statistics for this article

More articles in International Journal of Public Policy and Administration Research from Conscientia Beam
Bibliographic data for series maintained by Dim Michael ().