Success of Government E-Service Delivery: Does Satisfaction Matter?

Saha, Parmita; Nath, Atanu; Salehi‐Sangari, Esmail

doi:10.1007/978-3-642-14799-9_18

Cited by 27 publications

(21 citation statements)

References 38 publications

(44 reference statements)

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“…A related finding was reported by (Saha et al, 2010) who reported many factor as correlates of e-government success such as efficiency, actual usage and discrepancy. However, none of these factors is relevant to the one identified as correlated to e-payment system in the present study.…”

Section: Level Of Satisfaction Number Of Responses Percentagesupporting

confidence: 66%

“…However, none of the factors considered influencing e-payment satisfaction was captured in Khan study. Saha et al (2010) investigated citizen satisfaction as a determinant of e-government success and also explore the relationship of satisfaction with e-government service quality. Analysis of data reveals that 43% of the variance among the factors of e-service quality, and usage is explained by citizen satisfaction.…”

Section: Information Systems and Users' Satisfaction Related Studiesmentioning

confidence: 99%

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Predictors of Users’ Satisfaction with E-payment System: a Case Study of Staff at the University of Ilorin, Nigeria

Tella

Isah

2015

Organizacija

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Background and Purpose: Many organisations are using the e-payment system; however, its effectiveness has not been determined particularly in the Nigeria context. The University of Ilorin as educational organisation started using e-payment system in 2010 and up till now there has been limited or no study conducted to examine whether or not workers are satisfied with the new payment system together with other related ones they are familiar with. It is in the light of this that this study examined users' satisfaction with the e-payment system at the University of Ilorin, Nigeria. Design/Methodology/Approach: A sample of 260 academic and non-academic staff was taken from six out 12 faculties that made up the university. Using a survey research approach data was collected with a modified questionnaire. Five research questions were developed to guide the study. Results: The results revealed that, respondents (93.5%) were adequately satisfied, satisfied and moderately satisfied, while, only (6.5%) of the respondents were less satisfied and dissatisfied. Perceived speed was identified as the characteristics users mostly satisfied with, followed by system security, traceability, and convenience. Moreover, there is significant correlation among the entire e-payment characteristics/factors (perceived speed, security, anonymity, traceability, perceived ease of payment, and convenience); and that all the six factors jointly predict users' satisfaction with the e-payment system. In order of magnitude of the prediction/contribution to e-payment, users' satisfaction, perceived speed made the most significant prediction/contribution. Conclusion: Based on the findings, the study concluded a considerable percentage of the respondents (93.5%) are satisfied with the e-payment system at the University of Ilorin, Nigeria. In lieu of this therefore, there is need to improve the e-payment system so that all and sundry could be satisfied.

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Section: Level Of Satisfaction Number Of Responses Percentagesupporting

confidence: 66%

Section: Information Systems and Users' Satisfaction Related Studiesmentioning

confidence: 99%

Predictors of Users’ Satisfaction with E-payment System: a Case Study of Staff at the University of Ilorin, Nigeria

Tella

Isah

2015

Organizacija

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“…Although the interest in accountability within e-government research has been steadily growing since 2008 (Lourenco et al, 2017), these efforts are inadequate to address the disorders of accountability relationships. The existing literature abounds with studies that address a variety of elements that contribute to success of e-government implementation in various areas of e-government, such as adoption and implementation (Al-Azri et al, 2010; AL-Naimat et al, 2013), intention to use (Hussein et al, 2011); models of e-government (Nabafu and Maiga, 2012); strategies (Gil-García and Pardo, 2005); service delivery and users' satisfaction (Saha et al, 2010); e-participation (Bataineh and Abu-Shanab, 2016); public value (Karunasena and Deng, 2012); net benefits (Scott and Golden, 2009); and assimilation and the business value (Hossain et al, 2011). However, only few studies have focused on the elements that are essential for e-government implementations to be able to enhance the accountability (Ray, 2012) but limited to the technological and process elements that enhance accountability in public services.…”

Section: E-government and Accountabilitymentioning

confidence: 99%

E-government and accountability

Al-Shbail

Aman

2018

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Purpose Electronic government (e-government) is perceived as an effective tool to enhance accountability in public organizations. However, e-government implementation to enhance accountability is still unclear and involves many complex processes because of the multiple accountabilities disorder. The e-government elements that contribute to mitigate the disorders and dysfunctions of accountability relationships are still underdeveloped in the current literature. This paper aims to provide understanding on how e-government enhances public organizations’ accountability by highlighting the key elements of e-government that mitigate the disorders and dysfunctions of accountability relationships. Design/methodology/approach This study adopts a qualitative case study approach by using the case of Jordan Customs. Data were collected using a triangulation approach that involved semi-structured interviews, document reviews and observation. Findings The findings revealed that the e-government elements that mitigate the disorders and dysfunctions of accountability relationships are classified into three contexts, namely, technological, environmental and organizational aspects. The technological elements include systems integration, single window and electronic connectivity. The environmental elements embrace public participation and partnership council. The organizational elements comprise having well-defined strategic plan and risk management approach. Research limitations/implications This study contributes and gives further insight into how to address the confusion, fuzziness and dysfunctions in accountability relationships existing in the literature by providing several success elements that mitigate the problematic of disorder between accountability relationships in public organizations. The paper highlights the need to investigate further elements, particularly, in the organizational context, to assist public organizations in improving their performance to enhance accountability in their operations. Practical implications This study provides guidelines for future e-government implementation strategy in public organizations, particularly, in the context of developing countries, as most of the recent studies of e-government in developing countries indicated that they are suffering from difficulty of managing e-government implementation to promote accountability successfully and are struggling with a lack of resources and experiences to handle this new trend of technology. Originality/value This study is of a significant value, as it is one of the preliminary studies that empirically extend the accountability dimensions suggested by Koppell (2005) with the key success elements of e-government that enhance accountability proposed by Heeks (1998b) and other current literature. This paper enriches the body of literature by providing some new key success elements of e-government that enhance accountability in public organizations. It also contributes to the expansion of the boundaries of knowledge by adding further interpretation on how these elements reduce the existing confusions and dysfunctions in accountability relationships.

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“…A few scholars (Aladwani, 2011;Al-Busaidy and Weerakkody, 2011;Chen et al, 2015;Chu et al, 2004;El-Haddadeh et al, 2010;Gil-Garcia, 2005;Mirchandani et al, 2008;Saha et al, 2010;Zhang and Hsieh, 2010) have explored Critical Success Factors (CSFs) in e-government as summarized in Table 2.…”

Section: Critical Success Factorsmentioning

confidence: 99%

A review of the generic end-user adoption of e-government services

Jacob

Fudzee

Salamat

et al. 2019

International Review of Administrative Sciences

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E-government projects provide many advantages and offer benefits to governments and their citizens. Hence, the big issue and challenge for governments are how they can increase citizen adoption. This has resulted in the development of many e-government initiatives that aim to enhance the provision of public services to citizens and improve associations with industry and world business. It is shown that there are critical success factors and barriers in e-government adoption, and technology adoption more generally, which identifies the fact that current e-government adoption models do not adequately explain the needs of citizens. Based on the diagrammatic of a detailed structure of review methodology, existing studies show that national culture, trust, the information system success model, and knowledge services are very crucial issues for citizens regarding new system application in the successful uptake of e-government services. Therefore, this article presents a review of the generic end-user adoption of e-government services based on a theoretical perspective and the Unified Theory of Acceptance and Use Technology model. Furthermore, this article presents a conceptual model as a better foundation for the development of e-government. The findings of this article will contribute to the limited e-government adoption literature available by providing insights into end users’ perceptions of e-government services.

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Success of Government E-Service Delivery: Does Satisfaction Matter?

Cited by 27 publications

References 38 publications

Predictors of Users’ Satisfaction with E-payment System: a Case Study of Staff at the University of Ilorin, Nigeria

Predictors of Users’ Satisfaction with E-payment System: a Case Study of Staff at the University of Ilorin, Nigeria

E-government and accountability

A review of the generic end-user adoption of e-government services

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