E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency

被引：3
|
作者：
El-Gamal, Sarah [1 ]
Abd El Aziz, Rasha [1 ]
Abouelseoud, Mohamed Farouk [2 ]
机构：
[1] Arab Acad Sci Technol & Maritime Transport, Giza, Egypt
[2] Umm Al Qura Univ, Mecca, Saudi Arabia
来源：
INTERNATIONAL JOURNAL OF ELECTRONIC GOVERNMENT RESEARCH | 2022年 / 18卷 / 01期
关键词：
Customer Satisfaction; E-Government; E-Service Quality; Mediating and Moderating Factors; DIMENSIONS;
D O I：
10.4018/IJEGR.288072
中图分类号：
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号：
1205 ; 120501 ;
摘要：
This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between e-service quality dimensions and customer satisfaction. Finally, consistency partially mediates the relationship between e-service quality dimensions and customer satisfaction.
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页数：21
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