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

Date

2023-10-06

Authors

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

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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.

Description

Keywords

chain model, citizen loyalty, citizen-perceived value, citizen satisfaction, e-government service quality, Vietnam

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Attribution 4.0 International (CC-BY 4.0)

Citation

Pham L, Limbu YB, Le MTT, Nguyen NL. E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country. Journal of Public Policy. 2023:1-22. doi:10.1017/S0143814X23000296