E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country

• Published in: Journal of public policy Vol. 43; no. 4; pp. 812 - 833
• Main Authors: Pham, Long, Limbu, Yam B., Le, Mai Thi Thu, Nguyen, Ngoc Lan
• Format: Journal Article
• Language: English
• Published: Cambridge, UK Cambridge University Press 01.12.2023
• Subjects: citizen-perceived value; e-government service quality; Vietnam; citizen satisfaction; citizen loyalty; chain model
• ISSN: 0143-814X; 1469-7815
• DOI: 10.1017/S0143814X23000296

This study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens’ needs and build their loyalty.