E-government service quality, perceived value, satisfaction, and loyalty: Evidence from a newly emerging country

Long Pham, Yam B. Limbu, Mai Thi Thu Le, Ngoc Lan Nguyen

Research output: Contribution to journalArticlepeer-review

Abstract

This study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens' needs and build their loyalty.

Original languageEnglish
Pages (from-to)812-833
Number of pages22
JournalJournal of Public Policy
Volume43
Issue number4
DOIs
StatePublished - 6 Dec 2023

Keywords

  • Vietnam
  • chain model
  • citizen loyalty
  • citizen satisfaction
  • citizen-perceived value
  • e-government service quality

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