E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency | IGI Global Scientific Publishing
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E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency

E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency

Sarah El-Gamal (Arab Academy for Science, Technology, and Maritime Transport, Egypt), Rasha Abd El Aziz (Arab Academy for Science, Technology, and Maritime Transport, Egypt), and Mohamed Farouk Abouelseoud (Umm Al-Qura University, Saudi Arabia)
Copyright: © 2022 |Volume: 18 |Issue: 1 |Pages: 21
ISSN: 1548-3886|EISSN: 1548-3894|EISBN13: 9781799893929|DOI: 10.4018/IJEGR.288072
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MLA

El-Gamal, Sarah, et al. "E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency." IJEGR vol.18, no.1 2022: pp.1-21. https://doi.org/10.4018/IJEGR.288072

APA

El-Gamal, S., El Aziz, R. A., & Abouelseoud, M. F. (2022). E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency. International Journal of Electronic Government Research (IJEGR), 18(1), 1-21. https://doi.org/10.4018/IJEGR.288072

Chicago

El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency," International Journal of Electronic Government Research (IJEGR) 18, no.1: 1-21. https://doi.org/10.4018/IJEGR.288072

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Abstract

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

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