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Customer satisfaction with electronic public services: An 18 years of systematic literature review

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  • Vita Nurul Fathya

    (Universitas Indonesia)

  • Viverita Viverita

    (Universitas Indonesia)

  • Sri Rahayu Hijrah Hati

    (Universitas Indonesia)

  • Rifelly Dewi Astuti

    (Universitas Indonesia)

Abstract

Given the increase in technology-based services in the public sector, such as the use of web-based or mobile applications, understanding the levels of customer satisfaction with electronic public services is important for academics and practitioners. Thus, this paper presents an up-to-date systematic literature review (SLR) of customer satisfaction with electronic public services. The authors classified and analysed 129 relevant articles on customer satisfaction in the context of electronic public services published from 2005 to 2022 in numerous Scopus and Google Scholar journals. Afterwards, this present research analysed papers based on their year of publication, the countries where the study was conducted, service types and the antecedents (psychological, technological, social, and behavioural) and consequences of customer satisfaction, including the mediators between antecedents and consequences. Based on the SLR, this paper outlines directions for future research related to a conceptual framework highlighting promising research areas linked to the antecedents and consequences of customer satisfaction with electronic public services, as well as the theories and methodologies.

Suggested Citation

  • Vita Nurul Fathya & Viverita Viverita & Sri Rahayu Hijrah Hati & Rifelly Dewi Astuti, 2023. "Customer satisfaction with electronic public services: An 18 years of systematic literature review," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 20(4), pages 759-812, December.
    • Handle: RePEc:spr:irpnmk:v:20:y:2023:i:4:d:10.1007_s12208-022-00350-6
    DOI: 10.1007/s12208-022-00350-6
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    References listed on IDEAS

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    Cited by:

    1. Aline Regina Santos & Juliane Pierri Ardigo & Anderson Sasaki Vasques Pacheco, 2025. "Public sector marketing: a systematic literature review and research agenda," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 22(1), pages 191-215, March.

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