scholarly journals The Empirical Study on the Factors Affecting E-Government Service Satisfaction: Focusing on Moderating Effects of E-Services Engagement

2018 ◽  
Vol 25 (3) ◽  
pp. 145-172
Author(s):  
choi yena
Keyword(s):  
Empirical Study ◽  
Service Satisfaction ◽  
Moderating Effects ◽  
Government Service ◽  
Factors Affecting

An empirical study of factors affecting e-service satisfaction

2006 ◽  
Vol 25 (4) ◽  
pp. 279-291 ◽  
Author(s):  
Xiaoni Zhang ◽  
Victor Prybutok ◽  
Albert Huang
Keyword(s):  
Empirical Study ◽  
User Satisfaction ◽  
Business Processes ◽  
Service Satisfaction ◽  
The Internet ◽  
Factors Affecting ◽  
Perceived Security ◽  
Customer Services

E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted customer services in using the Internet and other networks. To examine factors affecting user satisfaction with e-services, a survey was conducted using a questionnaire. The questionnaire was based partially on existing studies, and was validated by a panel of researchers and industry experts. More than 700 usable responses to the questionnaire were collected and analyzed. The results showed that user satisfaction with e-services is correlated with perceived convenience, users' skills and experiences, and perceived security.

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