A Study on E-government Service Quality and Effectiveness of E-government Services in Selected Divisional Secretariats

Abstract

Acknowledge to the rapid global growth of internet and information technology, many governments around the world have transformed their services from traditional services to electronic means. Using the internet, nowadays governments are offering more convenient and faster access to their services and information. This has been achieved by the use of e-government services. Even though, the concept of e-government is still in its early stage, it has become an important issue in recent years. The main purpose of introducing e-government services is to effective services to the citizens. However, many governments have been developing the e-government services without paying full attention to the effectiveness of the e-government services and the requirements of citizens. Accordingly, the main purpose of this study is to identify the relationship between e-government service quality and effectiveness of e-government services. This study conducted based on quantitative method and the primary data collected through the structured questionnaires. In total, 112 questionnaires were distributed to citizens who accessed e-government services in 14 divisional secretariats in Batticaloa District. From that, total of 100 completed questionnaires were gathered, representing 89.26% response rate. The collected data was analyzed with the aid of SPSS (22.0) software. The data analysis method is specially focused on the bivariate and multi variate analysis due to the specific research questions. Major findings indicates that there is a positive significant relationship between all the dimensions of e-government service quality and effectiveness of e-government services. Further simple regression analysis between e-government service quality and effectiveness of e-government service results also explicit e-government service quality has a positive significant influence on effectiveness of e-government services. The results of this study will assist the government entities in proper development and implementation of e-government services in the divisional secretariats to provide quality e-government services to the citizens. Future research can cover local e-government projects in national level.