Effective Public Service Delivery Research Articles

Effects of Public Service Motivation on R&D Project-Based Team Learning Where Psychological Safety Is a Mediator and Project Management Style Is a Moderator

While public service motivation (PSM) and teamwork are widely recognized as crucial drivers for effective public service delivery, researchers primarily analyze these factors independently and at a personal level. The existing literature rarely explores the interplay between PSM, the project team learning process (PTLP), and psychological safety (PS) within research and development (R&D) project teams, particularly in national R&D organizations. This study addresses this gap by proposing a theoretical model that examines the combined effect of individual motivation and team collaboration, mediated by PS, on R&D PTLP. Additionally, it investigates the moderating influence of project management (PM) styles—fully agile and partially agile—on these relationships. The proposed method utilizes partial least squares structural equation modeling (PLS-SEM) for quantitative data analysis. Our findings revealed a positive relationship between PSM, PS, and R&D PTLP, with PS acting as a significant mediator. Notably, the relationship between PSM and R&D PTLP was stronger under fully agile project management compared to partially agile settings. These findings suggest that both project teams and organizations should prioritize promoting PS and consider the moderating effects of project management styles to foster a sustainable R&D team learning process, particularly within national R&D institutions.

A Knowledg Graph Model for e-Government

Many governments around the world have invested huge amount of resource to build their e- Government capabilities, to meet government objectives of effective public service delivery and citizens engagement. The increase in size of an e-Government landscape has led to the increase in complexity of the infrastructure. This increasing complex infrastructure presents a challenge for governments to continue to meet its objectives. Knowledge Graph (KG), a constituent AI technology, has shown a lot of promise in helping governments meet its objectives in the midst of the complexity. A major aspect of this complexity is the need to maintain a single view of the world, in the form of a unified meaning of data, within a given e-Government instance, given the heterogeneity in data models used in the different departments within an e-Government instance. In this paper, we present a unique perspective in addressing the problem of deriving semantic meaning from disparate data in an e-Government context, using KG. Our aim is to advance the objectives of effective service delivery and citizens engagement in a complex e- Government instance. We focus on creating a data- centric architectural model that is single, simple and extensible, based on KG. We create a functional model based on architectural view and viewpoints from standards such as The Open Group Architectural Framework (TOGAF). The functional model highlights the various components that underpin the functions. We have developed our model within the context of a Design Science Research (DSR) approach, and we provide evaluation of same model within that context. An e- Government KG model guides the development of KG solutions in e-Government, in order to achieve the e- Government enterprise goals of effective service delivery and citizens engagement.

A Knowledge Graph Service Composition Model for E-Government

In an era of Artificial Intelligence (AI), governments around the world are advancing their digital footprints, and using AI to achieving their objectives of effective and efficient public service delivery and citizens engagement. Knowledge Graph (KG), a constituent AI technology, has proven to be the means through which a government can use to manage the complexity of an e-Government instance, and realize its objective. One area in e-Government that KG is used to address, is the challenge of automated composition of web services, where web services are created and maintained by one government department, but is used by another, in an integrated and interoperable manner. Service composition is the combination of two or more web services to create a composite service in order to accomplish a task. In this paper, we present a KG-based approach for automatically composing web services in an e-Government context. Our aim is to advance the e-Government objective of effective and efficient public service delivery and citizens engagement, given a complex e-Government. We focus on creating a Service Dependency Graph (SDG), which captures the semantic relationships between the services, and we further describe the services with QoS characteristics, and then we create a weighted graph based on these two descriptions. We then adapted the Uniform Cost Search algorithm to find the shortest path between a start node and a goal node. We implement our algorithm, and carried-out experiments to obtain execution times, and we compared our results with benchmark results of comparable experimental setup. The difference in execution times of the service composition task is dependent on factors such as the design of the composition model, the complexity of the composition graph, and the hardware and software environments. Our research approach affords us the means to analyze and design our model; and validate and evaluate our work. Our model and the development approach help to achieve the e-Government goals of efficient and effective service delivery and citizens engagement.

Bibliometric Analysis of the Role of Leadership in Public Organizations using VosViewer

The ever-intensifying global competition necessitates strong leadership, particularly within public organizations. Leaders must not only possess a profound understanding of complex global issues but also demonstrate the agility to navigate them. This necessitates continuous improvement of leadership knowledge and its practical application across various domains. This study employs a bibliometric analysis using Vosviewer software to examine the role of leadership in public organizations. The analysis focuses on 413 relevant journal articles published within a ten-year timeframe, ranging from 2013 to 2022. The results reveal nine distinct clusters of research themes, offering a comprehensive landscape of contemporary leadership scholarship in the public sector. Notably, the analysis identifies a relative scarcity of research on "ionic leadership." To equip future public sector leaders with a multifaceted understanding of leadership styles and their effectiveness, further investigation into diverse leadership approaches and their impact within public organizations is crucial. By delving deeper into the nuances of leadership within this complex environment, this research aims to contribute valuable insights for both leadership development and effective public service delivery. Additionally, this study can serve as a springboard for future research that explores under-investigated leadership styles, such as "ionic leadership," and their potential to enhance public service effectiveness.

Policy dissidents: Understanding girl activism as creating “Tactical Crevices”

Abstract Global policymaking often seeks to create processes for the effective delivery of public goods and services. What happens when individuals critique or dissent such policies? In this paper, we examine the case of two activists—Greta Thunberg and Disha Ravi—who have been mobilizing attention toward climate change since their teenage years, and who have been both celebrated and vilified for it. While climate change policies emphasize the importance of gender mainstreaming and youth participation, reactions garnered by these two activists are instructive in highlighting the narrow notion of “participation” that undergirds climate policy. Specifically, we show that Greta and Disha’s tactics do not readily jive with the postfeminist, neoliberal conceptualization of youth participation that emphasizes apolitical exercise of citizenship; valorizes girls’ activism only insofar as it enhances national economic growth; and views girls as symbols of hopeful futurities. Greta and Disha are instead what we call, “policy dissidents,” whose activism creates “tactical crevices.” We theorize tactical crevices as tentative and fleeting interruptions by the powerless that puncture prevailing logics through strikes and protests, and through consumption of discourses and materials in ways that those in power do not intend. The paper contributes to the study of girl activism broadly, and to notions of youth engagement (or disengagement) specifically, within the spheres of local and global politics.

Talent Management Strategies and Service Delivery in County Governments in Kenya

A proactive human resource management (HRM) system in public sector organizations is critical for effective public service delivery. However, sub-national(county) governments (SNGs) in Kenya faced significant challenges in acquiring and retaining talented staff because of a labour supply and demand mismatch. Based on the challenge, the study evaluated the nature of the talent management strategies and their influence on service delivery in sub-national governments in Kenya. The study utilized the descriptive design and critically examined the HRM structures by sampling 140 respondents (47 county secretaries, 47 county directors of HRM and 46 municipality managers from municipalities based at the county headquarters of 46 counties) through interviews and questionnaires. The respondents were chosen based on their functional human resource management roles in the counties. The research instrument was validated through a panel review and piloted in three counties. The qualitative reports support the establishment and strengthening of county HR structure and systems, building staff capacity through training, and adopting talent management policies and practices to reduce staff turnover. This process would optimize staff competencies in sustaining service provisions at the county level. The correlation analysis indicated that service delivery positively correlated with talent management strategies (r = 0.6731, p< 0.05) at 0.05 significance levels, while the regression analysis revealed that talent management strategies explain about 45.30 % variance in service delivery with an effect size (β1 = 0.6210 (t = 10.6, p < 0.05). Based on the findings, the study concluded that talent management strategies are crucial to improving service delivery in Kenya's sub-national(county) governments. The study recommends proactive planning and adequately structuring the county's workforce based on knowledge, skills, abilities, and other characteristics. The study suggests that county governance structures should integrate and concretize the HRM initiatives geared towards talent management

ANALYSIS OF FACTORS INFLUENCING SATISFACTION WITH USING THE MOBILE LAPOR APPLICATION IN INDONESIA

The rapid digital growth in Indonesia has prompted the government to leverage digital-based services to address the needs and concerns of its citizens. In this context, the LAPOR (People's Online Aspiration and Complaints Service) mobile application and website have been established as a means for Indonesians to voice complaints, aspirations, and requests for information to government agencies. However, user satisfaction with the LAPOR application has been suboptimal, as evidenced by user ratings and comments on platforms such as Playstore and AppStore. This research aims to identify the factors influencing user satisfaction with the LAPOR mobile application in Indonesia. The study focuses on variables including ease of use, security privacy, system quality, speed of platform response, and attitude toward use. The research methodology involves primary data collection through the distribution of questionnaires via Google Form to Indonesian users residing in specific regions. The validity and reliability of the research are ensured through rigorous testing of dependent, independent, and intervening variables. The findings of the research highlight the significant influence of security privacy on system quality, ease of use on user satisfaction, and system quality on ease of use. These results provide valuable insights for the government of Indonesia to enhance the effectiveness of the LAPOR system in addressing public complaints and aspirations. By addressing these factors, the government can improve user satisfaction and engagement with the LAPOR mobile application, ultimately leading to more effective public service delivery and citizen engagement.
 Keywords:
 Mobile Application, User Satisfaction, Technology Acceptance Model (TAM), Public Complaints, Indonesia Public Service Delivery

Problems of the Public Personnel Administration in Bangladesh: A Qualitative Study

The basic function of any government is to provide various types of services and facilities to its citizens. The quality of services and facilities greatly depends on how satisfied government employees are, which mainly depends on varies factor i.e., the way they are paid and allocated, how quickly they are promoted, how well they are trained, etc. Well payments and better facilities for the govt. employers inspire them to provide better service delivery for citizens. The findings of this study demonstrate that there are various types of problems and challenges in Bangladesh's public sector personnel administration. The civil service recruitment system is criticized because of its lengthy process, too much politicization in recruitment and police verification, etc. Promotional system is criticized as practice of biasness, partisanship, manipulation in ACR, etc. The training systems of govt. Personnel administration is found dissatisfactory as these training isn’t up to the mark, also the training content don't appear to bring advancement in the service. Additionally, training programs are don’t meet international standards due to the content and master trainer involvement, also there are lack of facilities to receive international training. Promotion or career advancement in the public sector rests more on seniority and interventions from peers and canvassers than it does on continued skill improvement and qualification attainment. By completing the recruitment process in a timely manner, rationalizing the pay structure, promoting on merit, and updating training, we can achieve modern, improved, qualified personnel administration in the public sector in Bangladesh that is capable of providing people with fast, efficient, effective, and better public service delivery.

Development of Theoretical and Methodological Approaches to Public Administration: From The “Iron Cage” Bureaucracy to Digital Governance and Client-Centeredness

This article presents an analysis of classical (“Old Public Administration”, “New Public Management”, “Good Governance”) and relatively new approaches in public administration (E-government, Digital Public Administration, client-centered, process and project approaches). The purpose of the study is to conduct a comprehensive analysis of each approach and explore how their combined use can lead to more effective delivery of public services. The study used the method of a systematic literature review of relevant scientific sources, followed by a comparative analysis of the key features and characteristics of each approach. The results of the analysis show that each approach has unique contributions and limitations, and their effectiveness depends on a number of contextual factors. Old Public Administration focuses on hierarchy, rules and procedures and is effective in ensuring administrative efficiency and accountability. New Public Management emphasizes market principles, such as results-based budgeting, decentralization and competition, and aims to improve efficiency, effectiveness. Good Governance emphasizes democratic values, transparency, accountability and citizen participation in decision-making processes. E-government and digital government approaches aim to use technology to improve the efficiency of government, accessibility and quality of public services. The customer-centered approach focuses on understanding the needs and preferences of citizens and providing customized services that meet their expectations. The process approach emphasizes the importance of systematic planning, implementation and evaluation of public policies and services to achieve the desired results. The project-based approach focuses on the use of project management principles, such as stakeholder engagement, risk management and performance monitoring, to implement complex public projects. The design and implementation of public policies and services must take into account the context, citizen needs and preferences, and broader societal interests. The study emphasizes the importance of continuous learning and adaptation in public administration to meet the changing challenges and needs of society. The study concludes that there is no one-size-fits-all approach to public administration, and a multifaceted approach is necessary for the effective and efficient functioning of the state apparatus.

Optimising supply chain effectiveness among state-owned enterprises in South Africa

Background: State-owned enterprises (SOEs) play an important role in the economies of many developed and developing countries. However, most SOEs fail to provide efficient or effective public service delivery. Therefore, it is necessary to investigate how SOEs in Gauteng province in South Africa can enhance supply chain effectiveness (SCE).Objectives: In the study, the relationships are investigated between total quality management (TQM), competitive advantage (CA), innovation (IN), SCE in the selected South African SOEs in Gauteng province.Method: A quantitative design was adopted in which a survey questionnaire was administered to 863 supply chain practitioners working in SOEs in South Africa Gauteng province. Data were analysed with the aid of Statistical Package for Social Science (SPSS 27.0) and SMART PLS (version 3.0).Results: The results of the study showed that knowledge management and CA predict the establishment of SCE in SOEs in the Gauteng province. However, IN was not supported but is of significance towards achieving SCE in SOEs in the Gauteng province.Conclusion: The adoption of CA by SOEs over industry competitors is essential toward success.Contribution: The results of this study will contribute to the improvement of South Africa’s economy by enabling SOEs to establish a competitive edge in their respective industries.

Work Environment, Human Resource Practices, and Organizational Culture: A Causal Model on Service Quality of Employees in Government Agency in Davao Region

Purpose: This quantitative, non-experimental study aimed to establish the best-fit structural model for the service quality of employees in a national government agency, with a specific focus on the Department of Environment and Natural Resources (DENR) in the Davao Region. Its significance lies in contributing to the existing body of knowledge in the field of public administration, leading to a more efficient and effective delivery of public services. Examining the relationship between factors such as the work environment, human resource practices, and organizational culture concerning service quality, this study builds upon the conclusions drawn from international research, which has investigated these factors in other countries but has yet to address the specific context of the Philippines, particularly in the Davao Region. Therefore, this study would address the gap by examining these relationships in the local context, contributing valuable insights to the literature on service quality in the Philippines.
 Methodology: A standardized instrument, administered through the Google platform, was used to survey 400 rank-and-file employees selected via stratified sampling in the Davao Region. The data collected were analyzed using statistical methods, including mean and standard deviation calculations, Pearson correlation analysis, multiple regression, and structural equation modeling (SEM).
 Findings: The study revealed that the service quality (dependent variable) was very high, while the work environment, human resource practices, and organizational culture (independent variables) were all at high levels. A Pearson correlation analysis unveiled a statistically significant and positively correlated relationship between the independent and dependent variables. Multiple regression analysis indicated that work environment, human resource practices, and organizational culture influence service quality. Moreover, organizational culture was found to be the best influencer of service quality of employees. Significantly, Model 5 emerges as the most fitting structural model for assessing service quality. The model demonstrated the direct influence of the work environment on service quality. Additionally, the SEM model identified specific variables that can predict service quality: training and development and evaluation and supervision (for human resource practices), physical and social work environment (for work environment), and adaptability, consistency, and involvement (for organizational culture).
 Recommendations: Therefore, the discoveries from this study offer valuable insights with direct relevance to policymakers and managers seeking to improve service quality in national government agencies.

ANALISIS URGENSI PELATIHAN DALAM PENGEMBANGAN KOMPETENSI APARATUR SIPIL NEGARA (ASN) DI PENGADILAN NEGERI GUNUNGSITOLI


 
 
 
 Abstract. This research investigates the imperative need for training in enhancing the competencies of Civil Servants (ASN) within the Gunungsitoli District Court. Competency development among ASN is a critical aspect of ensuring effective and efficient public service delivery. Through a comprehensive analysis, this study assesses the current competencies of ASN, identifies skill gaps, and evaluates the role of training programs in addressing these gaps. The research also explores the impact of competency development on organizational performance and service quality. Findings from this study are expected to inform policy recommendations for optimizing training initiatives and enhancing the overall capacity of ASN at the Gunungsitoli District Court.
 
 
 
 
 

Strategies For Retaining Scarce Skills and Reducing Turnover in The South African Public Sector

The South African public sector confronts a problem in retaining scarce skills because it competes in the labour market with the private sector, which provides higher packages/ benefits and conducive working conditions. Higher turnover of workers with scarce skills is a serious problem for service delivery and a costly exercise for the government. When scarce-skilled employees leave the public sector, vacant positions in the institutions' post establishments arise; as a result, the public institutions' ability to provide quality service delivery declines, and the recruitment and selection process is a costly process that further strains the government's budget. The capacity of a public institution to provide world-class service to its citizens is entirely dependent on the availability of competent staff who will carry out their tasks in such a manner that service delivery is enhanced. This paper aims to assess the current turnover rate among scarce skills employees within the South African public sector, and present viable alternatives for the government to address the escalating turnover issues, ultimately ensuring the retention of these valuable employees. To achieve the objective of the article, this paper used a review of the literature. The findings of this study revealed that the South African public sector is having difficulty attracting and retaining scarce skilled employees, which has a negative impact on the delivery and development of services. This higher turnover is faced by all levels of government and is driven by a competition for scarce skills between the government and the private sector, unfavourable working conditions, and less competitive packages, which has resulted in a situation where posts in the public sector remain vacant for longer periods of time. Few studies address concerns about scarce skills, high turnover, and personnel retention, particularly in the South African public sector. The author contends that this field should be further researched because effective and efficient public service delivery depends on the qualified staff.

Analyzing the Role of the @sapawarga_jabar Twitter Account in Advancing Digital-Based Public Services towards Smart City Development in West Java Province, Indonesia

This study analyzes the impact of the @sapawarga_jabar Twitter account on digital-based public services for smart city development in West Java, Indonesia. Using a qualitative approach, the study examines the content and effectiveness of the Twitter account in delivering public services. Data analysis is conducted using the @sapawarga_jabar Twitter account and Nvivo 12 Plus software. Findings demonstrate that the account provides services related to car tax payments, employment, health information, and regional infrastructure development. Engagement rates peaked in March 2022, indicating active user participation and information dissemination. The study also identifies both positive and negative impacts, highlighting improved access to services and limitations due to internet access. Overall, the research contributes insights into the role of social media in enhancing digital public services for smart city initiatives in West Java. These findings can guide policymakers in optimizing social media platforms for effective public service delivery and smart city development.

THE MEANING OF SERVICE DELIVERY PROTEST: A CASE STUDY OF SOUTH AFRICAN LOCAL GOVERNMENT

The purpose of this article is to investigate the causes of service delivery protests in South African local government. The study utilized secondary data for the purposes of data collection. Local government in South Africa has witnessed lots of service delivery protest throughout the country and the cry is for effective and efficient public service delivery to the local communities throughout the country. It is vital to highlight that most of these protests are taking place as a result of corruption and bad management in South African local government. The general population is aware of this since media coverage of comparable incidents in South Africa is often quite public. The majority of South Africans are unemployed and they have to endure insurmountable poverty and deplorable living circumstances. As a consequence, the number of violent demonstrations in South Africa has increased.

Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia

This study explored the challenges and factors impeding effective public service delivery in Namibia, using a municipality in the Otjozondjupa Region as a case representative. The study sought further to devise strategies that can be used to improve customer satisfaction. The study was grounded in the interpretivism philosophy, utilised a case study design, and a mono-qualitative approach. The study used a semi-structured interview guide to conduct one-on-one interviews with eight (8) key municipal employees to collect the data. The data were analysed using reflexive thematic analysis in which occurring themes and patterns in information gathered were identified using ATLAS.ti software. The study found a lack of funds due to poor revenue collection mechanisms, poor municipal planning, poor infrastructure, poor community engagement, lack of serviced land, and inadequate employees as the key challenging factors of effective public service delivery. The causative aspects of these challenges include customers who fail or delay paying their municipal bills, insufficient allocation of funds from the government, and the inability of the management of the municipality to make sound decisions for enhancing public service delivery. The findings show that these challenges can be addressed through constant customer satisfaction surveys, frequent employee training, community involvement, fundraising activities, and sound budgeting. Lastly, the study recommends that the municipality frequently utilise the gap analysis model to identify areas where they fall behind and devise strategies for enhancing effective service delivery.

Effect of Organizational Culture Change on Organizational Performance of Kenya Wildlife Service Nairobi National Park

Change is inevitable and is seen as a practice for organizations seeking to continuously provide quality services that meet stakeholder needs. Efficient and effective public service delivery has forced state corporations to adopt organizational culture change management to accommodate changes in the environment. However, government parastatals and state corporations such as Kenya Wildlife Service (KWS) often oppose transformation and change because they have uncertain outcomes and come with a lot of challenges. This study determined the effect of culture change on organizational performance at Kenya Wildlife Service Nairobi National Park. The study was guided by Geert Hofstede’s theory as the framework for cross-cultural communication, Edgar Schein’s model as the cultural inventions by a specific group, and the Denison dimension model theory. Using descriptive survey research design, on a target population of 100 employees drawn from various departments at Kenya Wildlife Service (KWS) Nairobi National Park, a structured questionnaire was used for data collection to effectively respond to the research problem. The study revealed that majority (35.9%) of the respondents were convinced that management ensures that old habits that are not effective are dropped and at the same time the management at KWS encourages employees to adapt to changes and be flexible, especially when the work environment is changing. Results revealed that KWS management ensures the organizational culture supports vision, goal and strategies. The respondents (40.5%) also agreed that managers encourage employees to adapt to changes and to care (35.9%) about fellow employees, customers, and stakeholders. The findings also revealed that 28.9% of the respondents agreed that managers are role models for employees in the organization and set standards for ethics. Correlation analyses show that culture affects performance directly and indirectly. The study concludes that organizational culture aligned with vision, goals, and company strategies guides employees towards a shared purpose and improves an organization’s capacity to perform excellently. We also conclude that KWS management encourages work ethics through consistency, and effective communication that improves work commitment that ultimately leads to better performance. The study recommends that there is need for more to be done on culture change as an approach to change management to improve performance. The mission, vision, and strategies are key to organizational performance and need to be reviewed from time to time to ensure that the organization lives its mission and moves towards its vision while applying its strategies. The study further recommends a replica of the same trial in other Kenya Wildlife Service branches in order to authenticate the findings and enable the generalization of the results.

Preconditions, processes and structures: Interorganisational collaboration in the provision of post-disaster water, sanitation and hygiene (WASH) services

Emergency water, sanitation, and hygiene (WASH) interventions are critical to avoid transmission of infectious diseases and limit susceptibility to disease-bearing vectors. Non-Governmental Organisations (NGOs) play a critical role in developing WASH programs, working with government organisations (GOs), specifically during the post-disaster phase, whether during recovery or reconstruction periods. Developing effective collaboration between GOs and NGOs can form a well-focused relationship leading to effective outcomes. Lack of collaboration may result in negative outcomes, including significant infrastructure destruction, loss of life and property, and lack of access to WASH service. The aim of the paper is to identify the factors influencing collaboration between GOs and NGOs to provide WASH services in the post-disaster phase. The research methodology is underpinned by qualitative approach using data collected using semi-structured interviews. The result obtained from analysing data from thirty interviewees support the preconditions, processes, and structural factors of collaboration.The findings suggest that the increasing complexity of disasters and the lack of capacity of GOs alone to manage these disasters have created interdependency between GO and NGOs. Moreover, good relationship history and a shared vison between GOs and NGOs are key preconditions for effective collaboration. The structures for effective GO-NGO collaboration require good coordination, good legislation, and an administrative system with legitimised coordinators/administrators, backed up by clear descriptions of the roles and responsibilities of stakeholders. The processes relating to planning, developing mutual understanding, communication, and cooperation is key for collaboration between GOs and NGOs. Furthermore, the findings identified trust and power as the mediator factors integrating with the precondition, process, and structure variables for GO-NGO collaboration for the effective delivery of public services in times of crisis.

Public Value Creation: The Essence of Strategic Management in Public Administration

This insight highlights the concept of creating public value by public managers through the assets entrusted to them by the public, including public money, authority to regulate private actors, and the pre-existing public spirit. To achieve this, public managers need to have entrepreneurial skills and a restless, value-seeking imagination to identify and exploit opportunities for public welfare. However, this management style requires a full understanding and adherence to democratic legitimation and public accountability processes. Finally, I emphasizes the importance of public managers focusing on creating public value, as it provides a framework for effective public service delivery and the advancement of the common good.

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

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.