To Study the Rise in Satisfaction Level of People due to EGovernance Initiative by Government of Punjab-A Case Study of Excise and Taxation Department

Abstract

Purpose –The main objective of doing this research is to study the rise in satisfaction level of people of Punjab due to E-governance initiatives of the government of Punjab. Design/methodology/approach – E-governance was introduced in the province with the help of various Information Systems. We identified various aspects of these e-systems affecting customer satisfaction like ease of use and efficiency. We made questionnaire to find out these factors and got information from customers via interviews and finally analyzed outcome to get results from the statistics analysis. Findings – Results indicated a strong relationship of customer satisfaction with the e-governance initiatives and this relationship indicated that by enhancement in ease of use and efficiency of these e-systems customer satisfaction will certainly rise. Research limitations – Only one department was selected as a case study in this research, however the results will be easy to encompass the provincial level initiatives, since all of the departments are getting same level of automation and information policy. Practical implications – Our research has exposed that effective deployment of information technology can improve customer satisfaction of people of Punjab. The strong positive relationship between various factors of customer satisfaction indicates that there is a possibility of rise in customer satisfaction with concentrated efforts. Originality/value – There has been no native research ever done on these e-systems to indicate their effectiveness, hence now it was time that decisions are made on basis of informed and organized research based statistics.