Browsing by Author "Enbel Temesgen"

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    Assessment of E service Quality and User Satisfaction on Application of E-GSQA Model: Case Study of Federal Ministry of Trade and Regional Integration
    (A.A.U, 2024-06-28) Enbel Temesgen; Meheret Ayenew (PhD)
    The present study delves into the intricate relationship between e-service quality and customer satisfaction within the context of e-government services, focusing on the e-Trade website implemented by the Federal Ministry of Trade and Regional Integration (MOTRI) in Ethiopia, aiming to identify areas for enhancement guided by the E-GSQA (EGovernment Service Quality Assessment) model. It adopts a mixed-methods approach, combining quantitative and qualitative data collection techniques, using purposive and simple random sampling to identify participants, analyzed through inferential and thematic analysis. The study reviews theoretical foundations and assesses e-service constructs, evaluating dimensions like design, reliability, responsiveness, security, customization, and, relating them to overall customer satisfaction. The participant pool includes 33 MOTRI employees and 15,000 customers, with a sample size of 390 customers and 33 employees determined by Yemane’s formula (1967) and census sampling for employees and an interview of 9 employees, totaling 427 participants. Statistical analyses, including correlation and regression, reveal the impact of e-service quality dimensions on user satisfaction, with design, ease of use, customization, and responsiveness identified as key determinants. Challenges in implementing e-services in developing countries, such as inadequate ICT infrastructure, lack of leadership commitment, insufficient training, poor network connection, and low awareness, were also examined. The study finds a discrepancy in perceived responsiveness and security between employees and customers, emphasizing the importance of these dimensions in user satisfaction and the success of egovernment initiatives. It provides recommendations for improving support services, prioritizing key quality attributes, and establishing continuous feedback mechanisms to enhance the e-Trade service, contributing valuable insights for policymakers, e-service providers, and stakeholders to develop more efficient and user-centric e-government services