How perceived justice affects total user satisfaction: applying service recovery perspective Online publication date: Tue, 06-Jul-2021
by Ibrahim Almarashdeh
Electronic Government, an International Journal (EG), Vol. 17, No. 3, 2021
Abstract: Ensuring user satisfaction is important to maintain user relation with a service provider and it must be measured at all times and in every stage in the application development. Previous studies focused on user satisfaction as one dimension only. To fill this gap, this study developed a research model called total user satisfaction model (TUS), including the important factors to measure user satisfaction in mobile service in general and in mobile government services in particular. The model includes multi-dimensional user satisfaction (service quality satisfaction, information quality satisfaction, recovery satisfaction and total user satisfaction). Also, elements of perceived justice dimension were used as independent variables. The results indicate that all proposed hypotheses are supported. The highest effect on total user satisfaction is information quality satisfaction. The future research could extend the major factors used in this study by using perceived trust in technology and perceived risk as predictors of user satisfaction.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the Electronic Government, an International Journal (EG):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook