Does e‐service quality of online grievance redress portals lead to satisfaction? An outlook from the perspectives of Indian youth

Abstract

In a democratic country like India, citizens expect quality public services, from the government. The information technology‐enabled versions of public services cannot be an exception. In order to develop strategies leading to increasing levels of satisfaction of the citizens, the quality of the services should be analyzed. For efficient and effective public service delivery, many countries all over the world attempt to develop the transparent and accountable online system to bring the citizen's faith in governance. The present study attempts to check that does the e‐service quality of the online grievance redress portal satisfy the student users. Dimensions and construct of the proposed model were extracted from literature, a survey was conducted by employing a questionnaire, soliciting inputs from 677 respondents. Partial least squares structural equation modeling (PLS‐SEM) modeling was used to drive the results. Results indicates that security and privacy, is the utmost significant dimensions for student satisfaction as it helps to develop trust in the online e‐governance system to bring satisfaction that increases the usage of the grievance portal It is followed by reliability and delivery of quality of information. The demographic variable, gender observed to be not having a significant relationship with the students' satisfaction concerning e‐government services. The limitations and future research scope of the study are also presented.