COB Faculty Works
Permanent URI for this collectionhttps://hdl.handle.net/1969.6/87079
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Browsing COB Faculty Works by Subject "chain model"
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Item E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country(2023-10-06) Pham, Long; Limbu, Yam B.; Le, Mai Thi Thu; Nguyen, Ngoc LanThis 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.