Abstract
With proliferated applications of the internet and world wide web, people are increasingly interacting with government websites. It is therefore significant to measure satisfaction on government systems from citizen's perspective. While general customer satisfaction index (CSI) models have received much attention from researchers, few studies are conducted to evaluate public satisfaction on government websites. The extent to which traditional CSI models can be extended to investigate public satisfaction on government websites remains unclear. On analysis of CSI, technology acceptance model (TAM), and task-technology fit (TTF) model, this study constructs a government website public satisfaction index (GWPSI) model and provides an empirical study by adapting GWPSI model in the context of G2C e-government. Structural equation modeling (SEM) is applied to data collection and processing with questionnaires collected from users of the government website of Guangdong Province in China. The findings provide several important implications for e-government research and practice.
Highlights
A government website is a virtual platform for providing the public with specific e-government services through integrating and linking various applications and resources
This study aims to meet this call by constructing a Government Website Public Satisfaction Index (GWPSI) model in China with a combination of customer satisfaction (CS), Technology Acceptance Model (TAM) and task-technology fit (TTF) models
A large number of empirical studies have proved that when the load factor is higher than 0.7, the constructs can explain over 50% variance of the corresponding observed variable group
Summary
A government website is a virtual platform for providing the public with specific e-government services through integrating and linking various applications and resources It is an indispensable part of e-government development in individual countries across the world. This is because government websites usually function as the focus point for various stakeholders to access e-government services (Wong & Welch, 2004). Governments are able to provide citizens with diversified public services Y. Liu et al, 2005). In this context, improving the performance of government websites is becoming critical for the continuous development of e-government under different circumstances
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
