Online Service Quality of State Organizations: A Study of Online Services of Ghana Revenue Authority

IF 4.1 Q2 BUSINESS

Journal of Internet Commerce Pub Date : 2022-08-16 DOI:10.1080/15332861.2022.2109877

Joseph Emmanuel Tetteh, John Haizel-Commeh, B. Otchere-Ankrah

引用次数: 1

Abstract

Abstract The study examines the impact of e-government service quality (e-gov SQ) on user satisfaction (US) and perceived public value (PV). Structural equation modeling was employed to investigate the relationships between e-gov SQ, US, and PV. Five dimensions of e-gov SQ, namely efficiency, ease of completion, system availability, contact, and convenience were found to be significant and positive drivers of US. Again, the impact of five e-gov SQ dimensions namely efficiency, system availability, privacy and security, contact, and trust on PV were found to be significant. In addition, the study found that US mediates the relationship between all seven e-gov SQ dimensions and PV. For policy purposes, we recommend that state enterprises should invest more in improving e-gov SQ to drive US and PV and ultimately enhance the performance of state institutions. The findings reinforce the literature on the positive influence of e-gov SQ on US and PV.

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国家机构在线服务质量:加纳税务局在线服务研究

摘要本研究考察了电子政务服务质量(e-gov SQ)对用户满意度(US)和感知公共价值(PV)的影响。采用结构方程模型研究电子政务SQ、US和PV之间的关系。电子政务SQ的五个维度，即效率、易完成性、系统可用性、联系和便利性，被发现是美国的显著和积极驱动因素。同样，电子政务SQ的五个维度，即效率、系统可用性、隐私和安全、联系和信任，对PV的影响是显著的。此外，研究发现，美国在所有七个电子政务SQ维度和PV之间的关系中起中介作用。出于政策目的，我们建议国有企业加大对电子政务SQ的投资，以推动US和PV，并最终提高国家机构的绩效。研究结果强化了电子政务SQ对US和PV的积极影响的文献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Internet Commerce BUSINESS-

CiteScore

10.50

自引率

7.00%

发文量

期刊介绍： The business world has undergone many changes because of information technology, and the impact of the Internet may cause one of the biggest yet. While many people use the Internet for educational and entertainment purposes, organizations and companies are looking for ways to tie their internal networks to this global network to conduct electronic commerce. While companies have been conducting business electronically with suppliers and customers for many years, conducting online commerce via the Internet offers even greater opportunities for multinational, national, and even small businesses to cut costs, improve efficiency, and reach a global market.