Proceedings of The 9th international conference on Management, Economics and Humanities
Year: 2019
DOI: https://www.doi.org/10.33422/9th.icmeh.2019.09.990
Service Quality of the Governments-Physical and Online Perspectives
Tsung-Ju Yang
ABSTRACT:
The governments provide both physical and online service for the citizens. How to improve the citizens’ evaluations and behavioural intentions are important issues for government officials.However, previous studies about the both physical and online service quality are still rare. The purposes of the study are to explore the relationships among service quality, citizen satisfaction and word-of-mouth in the both physical and online government services. The researchers survey the citizens in Taiwan and apply regression analysis method to analyse the samples data. The empirical results are as following: First, the results confirm that physical government service quality positively impacts on both citizens’ satisfaction and word-of-mouth, and citizens’ satisfaction positively impacts on citizens’ word-of-mouth. Improving the dimensions of physical government service quality, such as service outcome, environment and interaction services,would increase the citizens’ satisfaction and word-of-mouth. Second, the results also confirm that e-government service quality positively impacts on both citizens’ e-satisfaction and e-wordof-mouth, and citizens’ e-satisfaction positively impacts on citizens’ e-word-of-mouth. Improving the dimensions of online government service quality, such as efficiency, trust reliability and citizen support, would increase the citizens’ e-satisfaction and e-word-of-mouth. The researchers compare the physical government services with online government services, the empirical results show the similar effects. Improving service quality of both physical and online services positively impact on both citizens’ satisfaction and word-of-mouth. The results provide the government officials implications how to improve the both services qualities of physical and online will increase the citizens’ satisfaction and word-of-mouth.
Keywords: Physical Government Services, Online Government Services, Service Quality, Citizen satisfaction, Word-of-Mouth.