Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?

Santap Sanhari Mishra and Ashenafi Tola Geleta

International Journal of Public Administration, 2020, vol. 43, issue 3, 242-252

Abstract: This study investigated the mediating effect of perceived service delivery on the relationship between e-government and citizens’ satisfaction. The survey made in an Ethiopian context comprised of 123 respondents who were accessing services from the newly introduced e-government system at Addis Ababa Vital Events Registration Authority (AAVERA). The mediation analysis have demonstrated that there is no significant direct effect of e-government on citizens’ satisfaction, but there is a complete mediation of perceived service delivery on the effect of e-government on citizens’ satisfaction.

Date: 2020
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DOI: 10.1080/01900692.2019.1628053

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