Public Use Perspective Of E-government Portal Service Quality And Satisfaction

The general portal of E-Government is a unified gateway to the government's public services and a high-speed communication link between the government and the people. It allows users to get a wide range of government information and perform online application tasks. For the general portals of E-Government in China were built in the beginning, many services and functions didn't perform very well. Hence, the major purpose of the research is to investigate service quality and users' satisfaction on the general portals of E-Government in China through questionnaire survey. Finally, the researcher will give some suggestions to improve the services and functions of the general portals of E-Government.Measurements regarding service quality are mainly based upon SERVQUAL, a theoretical model developed by Parasuraman, Zeitheml & Berry. Parasuraman et al. argues that "gap of service quality" is the discrepancy between customers' expectancy toward service and what they actually received. PZB service quality evaluation framework was adopted in this study to construct four major facets of the service quality of the website under study, which include "Convenience", "Credibility"," Efficiency" and "Empathy". The four facets and 24 survey items build up the form which can be used to examine the service quality of the general portals of E-Government in China.Other findings of the study are as follows:1. There is significant difference between users' expectation and perception of general portal service of E-Government. Government can enhance service quality by improving all the items, particularly those worse.2. Demographic variables and user cognitive level of the four facets; demographic variables and the whole satisfaction of systematic service were statistically significant, respectively. Hence, the designers and governors of the website must take pertinent actions to reinforce service quality and users' satisfaction.3. Users' perception toward service quality and the four facets were positively correlated with the whole satisfaction of systematic service. The four facets are "Convenience", "Credibility", "Efficiency" and "Empathy" in sequence of importance to users' satisfaction. The general portals of E-Government can thus take pertinent actions to reinforce service quality and users' satisfaction according to the priority.