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Mediating Roles of Service Innovation and Perceived Corruption in the Relationship between E-government and Citizens’ Satisfaction

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  • Santap Sanhari Mishra

Abstract

By taking the Electronic Satisfaction Satisfaction (EGOVSAT) model, this study examined the mediating roles of service innovation and perceived corruption in user satisfaction with e-government services. A total of 190 responses was collected from the e-government service users of the state of Odisha in India. The state of Odisha has adopted teamwork, transparency, technology, and timely service delivery for transforming governance (5-T framework). The focus is, of course, to achieve good governance by providing better services through the help of technology. A study on the role of service innovations and perceived corruption in an e-government framework has relevance for further strengthening of the 5-T framework. This research outcome supported the mediating role of service innovations in the relationship between e-government and citizens’ satisfaction, while rejecting the mediating role of perceived corruption. This study emphasizes the utility dimension of e-government and service innovations in an attempt to enhance citizens’ satisfaction.

Suggested Citation

  • Santap Sanhari Mishra, 2024. "Mediating Roles of Service Innovation and Perceived Corruption in the Relationship between E-government and Citizens’ Satisfaction," International Journal of Public Administration, Taylor & Francis Journals, vol. 47(7), pages 437-451, May.
    • Handle: RePEc:taf:lpadxx:v:47:y:2024:i:7:p:437-451
    DOI: 10.1080/01900692.2022.2139845
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