Satisfaction evaluation of e-government based on structural equation model

E-government is a innovation of traditional government forms, is to provide better services for the general public. Therefore, whether the public is satisfied with e-government, is the best criterion of whether the work of e-government are competent. In this paper, structural equation as the basis to build the evaluation model of satisfaction in e-government, involving a total of six latent variables and 20 observed variables. Furthermore, for the actual situation of e-government in Harbin launched empirical analysis. The empirical results show that satisfaction of e-government in Harbin reached 79.92, indicating that the general public for e-government work in Harbin were quite satisfied. According to the conclusions of empirical analysis, countermeasures and suggestions are given to further promote the Harbin e-government development.

[1]  E. Choi,et al.  The Study of the Impact of Perceived Quality and Value of Social Enterprises on Customer Satisfaction and Re-Purchase Intention , 2013 .

[2]  Yongtae Park,et al.  Review-based measurement of customer satisfaction in mobile service: Sentiment analysis and VIKOR approach , 2014, Expert Syst. Appl..

[3]  Ravi Shankar,et al.  Emerging trend of customer satisfaction in academic process: An application SPC and Taguchi's robust parameter design , 2014 .

[4]  Muhd Zaimi Abd Majid,et al.  Critical Criteria on Client and Customer Satisfaction for the Issue of Performance Measurement , 2014 .

[5]  Elizabeth Chang,et al.  A methodology to map customer complaints and measure customer satisfaction and loyalty , 2014, Service Oriented Computing and Applications.

[6]  V. Martinez,et al.  Achieving customer satisfaction through integrated products and services: : An exploratory Study , 2013 .

[7]  Harry Gombachika,et al.  Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi , 2013 .

[8]  A. Macaskill.  Differentiating Dispositional Self-Forgiveness from Other-Forgiveness: Associations with Mental Health and Life Satisfaction , 2012 .

[9]  Haesung Lee,et al.  Ontology Model-based Situation and Socially-Aware Health Care Service in a Smart Home Environment , 2013 .

[10]  Liming Zhu,et al.  Performance Assessment for e-Government Services: An Experience Report , 2007, CBSE.

[11]  A. Caruana.  Service loyalty: The effects of service quality and the mediating role of customer satisfaction , 2002 .

[12]  Bogdan Walek.  Fuzzy tool for customer satisfaction analysis in CRM systems , 2013, 2013 36th International Conference on Telecommunications and Signal Processing (TSP).

[13]  Georgios Lappas,et al.  Evaluating local e-government: An analysis of Greek prefecture websites , 2007, 2007 2nd International Conference on Digital Information Management.

[14]  Angappa Gunasekaran,et al.  Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors , 2014, Expert Syst. Appl..

[15]  C. Boshoff,et al.  The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry , 2004 .