Mediating Roles of Service Innovation and Perceived Corruption in the Relationship between E-government and Citizens’ Satisfaction

Abstract

ABSTRACT By taking the Electronic Satisfaction Satisfaction (EGOVSAT) model, this study examined the mediating roles of service innovation and perceived corruption in user satisfaction with e-government services. A total of 190 responses was collected from the e-government service users of the state of Odisha in India. The state of Odisha has adopted teamwork, transparency, technology, and timely service delivery for transforming governance (5-T framework). The focus is, of course, to achieve good governance by providing better services through the help of technology. A study on the role of service innovations and perceived corruption in an e-government framework has relevance for further strengthening of the 5-T framework. This research outcome supported the mediating role of service innovations in the relationship between e-government and citizens’ satisfaction, while rejecting the mediating role of perceived corruption. This study emphasizes the utility dimension of e-government and service innovations in an attempt to enhance citizens’ satisfaction.