A study of G2C e-government citizen's satisfaction: Perspectives of online service quality and offline service quality

Abstract

With the rapid development of modern information and communication technology, e-government has gradually become the focus of government management innovation as a new link connecting the government and the public. On the basis of Information System Success Theory, we developed a G2C e-government citizen's satisfaction model from perspectives of both online service quality and offline service quality. Considering the influencing factors of e-government adoption, the online service is divided three parts: information quality, system quality and service quality. The empirical method is applied in the research, 121 effective questionnaires are collected, and WarpPLS3.0 is applied to test the measurement model and structural equation model. The results indicate that the perceived online service quality has significant influence on the citizens' satisfaction towards e-government service. However, the offline service quality did not significantly affect e-government public satisfaction. Meanwhile, Information clarity, system security and stability, and the availability of interactive service and one-stop service have obvious impacts on the improvement of e-government online service quality.