Browsing by Author "Ermias Getnet"

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    Root Cause Analysis of E-Government Services Quality Failure in Ethiopia
    (Addis Ababa University, 2024-06) Ermias Getnet; Lemma Lessa
    The digital transformation of governmental services, known as e-government, aims to enhance the efficiency, transparency, and accessibility of public services. Despite the potential benefits, the implementation of e-government in Ethiopia has faced significant challenges, leading to notable service quality failures. This study investigates the root causes of these failures through a comprehensive analysis. The study employs a mixed-method approach using survey data from 525 users of e-government services and in-depth interviews with key stakeholders, this research identifies critical factors contributing to the quality failure of e-government services in Ethiopia. The study applies the eGovQual framework and Root Cause Analysis (RCA) methods, including the Fishbone (Ishikawa) diagram and the 5 Whys technique, to systematically uncover the underlying issues. Key findings indicate that infrastructure limitations, inadequate legal and regulatory frameworks, low digital literacy, and public awareness significantly impact the quality of e-government services. The research highlights that these factors lead to issues such as poor service reliability, lack of user trust, and insufficient support and functionality of the interaction environment. The study provides actionable recommendations for policymakers and stakeholders to address these root causes. Enhancing infrastructure, developing robust legal frameworks, improving digital literacy, and increasing public awareness are essential steps to improve e-government service quality. The insights gained from this research are crucial for guiding strategic planning and policy-making, aiming to foster an inclusive, efficient, and reliable digital government infrastructure in Ethiopia