Title: Critical factors increasing user satisfaction with e-government services

Authors: Reiko Gotoh

Addresses: Department of Social Science, College of Humanity, Ibaraki University, 2-1-1, Bunkyo, Mito-shi, Ibaraki, 310-8512, Japan

Abstract: To make e-government more efficient and effective, it is necessary to assess its performance using quantitative methodologies and to improve it based on scientific evidences. The purpose of this study is to develop a theoretical model for assessing the performance of e-government services, to verify them quantitatively and to clarify the factors that increase user satisfaction with these services. The model was examined through structured equation modelling using the data of business users regarding the online tax declaration service of the Japanese Government. Based on the findings, this paper discusses the policy implications.

Keywords: e-government; user satisfaction; perceived quality; performance assessment; logic model; user behaviour; online tax declaration; government services; Japan; e-taxation; structured equation modelling; electronic government; critical factors.

DOI: 10.1504/EG.2009.024943

Electronic Government, an International Journal, 2009 Vol.6 No.3, pp.252 - 264

Published online: 05 May 2009 *

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