Online Service Quality of State Organizations: A Study of Online Services of Ghana Revenue Authority

Abstract

The study examines the impact of e-government service quality (e-gov SQ) on user satisfaction (US) and perceived public value (PV). Structural equation modeling was employed to investigate the relationships between e-gov SQ, US, and PV. Five dimensions of e-gov SQ, namely efficiency, ease of completion, system availability, contact, and convenience were found to be significant and positive drivers of US. Again, the impact of five e-gov SQ dimensions namely efficiency, system availability, privacy and security, contact, and trust on PV were found to be significant. In addition, the study found that US mediates the relationship between all seven e-gov SQ dimensions and PV. For policy purposes, we recommend that state enterprises should invest more in improving e-gov SQ to drive US and PV and ultimately enhance the performance of state institutions. The findings reinforce the literature on the positive influence of e-gov SQ on US and PV.

Keywords:

• E-government
• Ghana
• perceived public value
• service quality
• user satisfaction

Acknowledgments

We are grateful to the Area Office managers of Ghana Revenue Authority in Accra and Kumasi for their assistance.

Disclosure statement

No potential conflict of interest was reported by the author(s).