Examining the antecedents and consequences of online satisfaction within the public sector
| Autor: | José Carlos Pinho, Isabel Maria Macedo |
|---|---|
| Rok vydání: | 2008 |
| Předmět: |
Government
Service quality Information Systems and Management Knowledge management Public Administration business.industry media_common.quotation_subject 05 social sciences Public sector Context (language use) Structural equation modeling Computer Science Applications Empirical research 0502 economics and business Conceptual model 050211 marketing Customer satisfaction Business Marketing 050203 business & management media_common |
| Zdroj: | Transforming Government: People, Process and Policy. 2:177-193 |
| ISSN: | 1750-6166 |
| DOI: | 10.1108/17506160810902185 |
| Popis: | PurposeThe purpose of this paper is to analyse the antecedents and consequences of online satisfaction within the context of e‐government, which increasingly play an important role in modern public administrative management. Specifically, this paper examines the taxation services offered through the web‐based electronic declaration system.Design/methodology/approachFollowing a quantitative methodological approach, a survey was applied to a sample of 351 certified accountants to empirically test the conceptual model. Structural equation modelling was used to test the conceptual model.FindingsThe results of this empirical study validate four out of five hypotheses. It was found that convenience is an important antecedent of both satisfaction and online service quality. Additionally, findings suggest that both the degree of satisfaction and online service quality impacts on the intention of using the taxation website. Overall, results indicate that most of the relationships examined in the private service sector can be extended to the e‐government context.Practical implicationsThis paper offers the opportunity to rethink how the Portuguese Department of Taxation web site provides online services and how it satisfies the needs of users while complying with their fiscal obligations.Originality/valueDespite the entrenched nature of governmental bureaucracy which slows down the adoption of the Internet, market pressures toward fulfilling users' needs has become an increasingly important requirement. This study revealed that the proposed research model, which derives from the private sector, is relevant to the public services context. |
| Databáze: | OpenAIRE |
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