IDEAS home Printed from https://ideas.repec.org/a/cup/jnlpup/v43y2023i4p812-833_10.html
   My bibliography  Save this article

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

Author

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

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.

Suggested Citation

  • Pham, Long & Limbu, Yam B. & Le, Mai Thi Thu & Nguyen, Ngoc Lan, 2023. "E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country," Journal of Public Policy, Cambridge University Press, vol. 43(4), pages 812-833, December.
    • Handle: RePEc:cup:jnlpup:v:43:y:2023:i:4:p:812-833_10
    as

    Download full text from publisher

    File URL: https://www.cambridge.org/core/product/identifier/S0143814X23000296/type/journal_article
    File Function: link to article abstract page
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cup:jnlpup:v:43:y:2023:i:4:p:812-833_10. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Kirk Stebbing (email available below). General contact details of provider: https://www.cambridge.org/pup .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.