Customer satisfaction with electronic public services: An 18 years of systematic literature review

Vita Nurul Fathya (), Viverita Viverita (), Sri Rahayu Hijrah Hati () and Rifelly Dewi Astuti ()
Additional contact information
Vita Nurul Fathya: Universitas Indonesia
Viverita Viverita: Universitas Indonesia
Sri Rahayu Hijrah Hati: Universitas Indonesia
Rifelly Dewi Astuti: Universitas Indonesia

International Review on Public and Nonprofit Marketing, 2023, vol. 20, issue 4, No 4, 759-812

Abstract: Abstract Given the increase in technology-based services in the public sector, such as the use of web-based or mobile applications, understanding the levels of customer satisfaction with electronic public services is important for academics and practitioners. Thus, this paper presents an up-to-date systematic literature review (SLR) of customer satisfaction with electronic public services. The authors classified and analysed 129 relevant articles on customer satisfaction in the context of electronic public services published from 2005 to 2022 in numerous Scopus and Google Scholar journals. Afterwards, this present research analysed papers based on their year of publication, the countries where the study was conducted, service types and the antecedents (psychological, technological, social, and behavioural) and consequences of customer satisfaction, including the mediators between antecedents and consequences. Based on the SLR, this paper outlines directions for future research related to a conceptual framework highlighting promising research areas linked to the antecedents and consequences of customer satisfaction with electronic public services, as well as the theories and methodologies.

Keywords: Customer satisfaction; Antecedents; Consequences; Systematic literature review (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s12208-022-00350-6 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

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:spr:irpnmk:v:20:y:2023:i:4:d:10.1007_s12208-022-00350-6

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/12208

DOI: 10.1007/s12208-022-00350-6

Access Statistics for this article

International Review on Public and Nonprofit Marketing is currently edited by Helena Maria Alves

More articles in International Review on Public and Nonprofit Marketing from Springer, International Association of Public and Non-Profit Marketing
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().