Document Type
Article
Publication Date
12-6-2023
Journal / Book Title
Journal of Public Policy
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.
DOI
10.1017/S0143814X23000296
MSU Digital Commons Citation
Pham, Long and Limbu, Yam B., "E-government service quality, perceived value, satisfaction, and loyalty: Evidence from a newly emerging country" (2023). Department of Marketing Faculty Scholarship and Creative Works. 265.
https://digitalcommons.montclair.edu/marketing-facpubs/265
Rights
This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (http://creativecommons.org/licenses/by/4.0/)
Published Citation
Pham, L., Limbu, Y. B., Le, M. T. T., & Nguyen, N. L. (2023). E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country. Journal of Public Policy, 43(4), 812–833. doi:10.1017/S0143814X23000296