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

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dc.contributor.authorPham, Long
dc.contributor.authorLimbu, Yam B.
dc.contributor.authorLe, Mai Thi Thu
dc.contributor.authorNguyen, Ngoc Lan
dc.date.accessioned2023-12-08T22:47:08Z
dc.date.available2023-12-08T22:47:08Z
dc.date.issued2023-10-06
dc.description.abstractThis 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.
dc.identifier.citationPham 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
dc.identifier.doihttps://doi.org/10.1017/S0143814X23000296
dc.identifier.urihttps://hdl.handle.net/1969.6/97712
dc.language.isoen_US
dc.rightsAttribution 4.0 International (CC-BY 4.0)
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/
dc.subjectchain model
dc.subjectcitizen loyalty
dc.subjectcitizen-perceived value
dc.subjectcitizen satisfaction
dc.subjecte-government service quality
dc.subjectVietnam
dc.titleE-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country
dc.typeArticle

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