Abstract
The purpose of this study is to examine the relationship between perceptions held by accountants regarding the e-service quality dimensions of the e-government website in connection with their behavioral and praising intentions. Using the survey method, 203 responses were collected from accountants in Turkey. A partial least square structural equation model was constructed to test both the reliability and validity of the measurement as well as the structural model. The results showed that several e-service quality sub-dimensions such as graphical quality, emotional benefits, and ease of use and control have a positive and significant impact on behavioral intention and praising intention. The study did not find support for the possible effect of layout clarity upon behavioral intention and praising intention.
Highlights
Recent technological developments in the computer and internet world have brought change and transformation in both the public and the private sectors
The results indicated that the explanatory powers of the dependent latent variables were all high, since the explained variance of emotional benefit was .38, ease of use and control was .53, behavioral intention was .58, and praising intention was
Building on Fassnacht and Koese (2006) and Carlson and O'Cass (2011)’s original theoretical framework of e-service quality, this study examined the effect of the perceptions made by accountants about the dimensions of e-service quality located on the e-government website upon their behavioral and praising intentions
Summary
Recent technological developments in the computer and internet world have brought change and transformation in both the public and the private sectors. The main purpose for using new technologies such as new apps in these sectors has been to enhance effectiveness of service deliveries. In this regard, public organizations have started to use information communication technologies, in particular e-services, in order to enhance their organizational efficiency and to improve their service quality standards on behalf of citizens. Because the provision of e-services through the WebPages of each public organization had begun posing technical problems to citizens, all e-services of the public organizations in Turkey have been provided through e-government (www.turkiye.gov.tr) since 2008. Demand for the use of the e-government service has increased in recent years as a result of the fact that Turkish citizens have become aware of improvements in the service and ease of usage
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