电子政务服务质量、感知价值、满意度与忠诚度:来自一个新兴国家的证据

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2023-10-06 DOI:10.1017/s0143814x23000296

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

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引用次数: 0

摘要

摘要本研究探讨电子政务服务质量、感知价值、满意度和电子政务服务忠诚度之间的关系。调查数据收集自340个随机选择的越南电子政务服务用户。结果表明:(1)电子政务服务质量由交互便利度、履行感、公民关怀、安全隐私和可信度五个维度构成;(2)在电子政务服务质量的五个维度中，只有可信度和履约感与感知价值显著相关;然而，可信度与感知价值的关联比满足感更强;(3)感知价值和满意度都与忠诚呈正相关。结果表明，电子政务可以通过提高服务质量为公民创造价值，有助于满足公民的需求和建立公民的忠诚度。

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

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.

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.