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Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?

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  • Santap Sanhari Mishra
  • Ashenafi Tola Geleta

Abstract

This study investigated the mediating effect of perceived service delivery on the relationship between e-government and citizens’ satisfaction. The survey made in an Ethiopian context comprised of 123 respondents who were accessing services from the newly introduced e-government system at Addis Ababa Vital Events Registration Authority (AAVERA). The mediation analysis have demonstrated that there is no significant direct effect of e-government on citizens’ satisfaction, but there is a complete mediation of perceived service delivery on the effect of e-government on citizens’ satisfaction.

Suggested Citation

  • Santap Sanhari Mishra & Ashenafi Tola Geleta, 2020. "Can an E-Government System Ensure Citizens’ Satisfaction without Service Delivery?," International Journal of Public Administration, Taylor & Francis Journals, vol. 43(3), pages 242-252, February.
    • Handle: RePEc:taf:lpadxx:v:43:y:2020:i:3:p:242-252
    DOI: 10.1080/01900692.2019.1628053
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