An examination of the e-government service value chain. Issue 3 (18th June 2020)

• Record Type: Journal Article
• Authors: Kumar, Rajiv; Kumar, Ritu; Sachan, Amit; Gupta, Piyush
• Is Part Of: Information technology & people. Volume 34:Issue 3(2021)
• Page Start: 889
• Page End: 911
• Publication Date: 2020-06-18
• Subjects: E-Government -- E-Government quality -- Value chain -- Satisfaction -- Quantitative -- Adoption -- India; Information technology -- Periodicals; Management information systems -- Periodicals; Human-computer interaction -- Periodicals; 004
• DOI: 10.1108/ITP-09-2018-0438
• Languages: English
• ISSNs: 0959-3845

Abstract

Abstract : Purpose: E-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI. Design/methodology/approach: The study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling. Findings: The findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat. Research limitations/implications: The sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population. Practical implications: The study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users. Originality/value: This study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.