Browsing by Author "Frehiwot Tadesse Worku"

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    Impact of E-Government Service Quality on Customer Satisfaction: Case of Moti in Yeka Sub City
    (A.A.U, 2023-06-08) Frehiwot Tadesse Worku; Tewodros Wuhib (Assistant Prof.)
    Service quality and customer satisfaction are crucial factors for both business and academia, including those associated with e-government services. This investigation aims to contribute new knowledge by examining the impact of e-government service quality dimensions of efficiency, reliability, trust, and support on customer satisfaction in the context of the e-trade systems carried out through the MOTI (Ministry of Trade and Industries). The data was collected via a self-administrated online survey sent out to customers of the e-trade services provided by the ministry. The sample consisted of 362 participants selected using a stratified random sampling technique. Statistical analyses, including Pearson's correlation coefficients and multiple linear regression, were conducted to assess the relationships among the independent variables (e-government service quality dimensions) as well as perceived overall satisfaction. These results revealed a significant positive relationship between all e-government service quality dimensions and customer satisfaction. Particularly, the dimension of support was discovered to have a significant impact on customer satisfaction. These findings have useful implications, suggesting that improving service quality can result in increased customer satisfaction. The conclusions of this study provide valuable insights for e-government development authorities, specifically regarding online e-trade systems. Additionally, the findings contribute to the existing literature on e-services and can guide future studies and projects related to the field of e-government.
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    Impact of E-Government Service Quality on Customer Satisfaction: Case Of Moti in Yeka Sub City
    (A.A.U, 2023-06-08) Frehiwot Tadesse Worku; Tewodros Wuhib (Assistant Prof.)
    Service quality and customer satisfaction are crucial factors for both business and academia, including those associated with e-government services. This investigation aims to contribute new knowledge by examining the impact of e-government service quality dimensions of efficiency, reliability, trust, and support on customer satisfaction in the context of the e-trade systems carried out through the MOTI (Ministry of Trade and Industries). The data was collected via a self-administrated online survey sent out to customers of the e-trade services provided by the ministry. The sample consisted of 362 participants selected using a stratified random sampling technique. Statistical analyses, including Pearson's correlation coefficients and multiple linear regression, were conducted to assess the relationships among the independent variables (e-government service quality dimensions) as well as perceived overall satisfaction. These results revealed a significant positive relationship between all e-government service quality dimensions and customer satisfaction. Particularly, the dimension of support was discovered to have a significant impact on customer satisfaction. These findings have useful implications, suggesting that improving service quality can result in increased customer satisfaction. The conclusions of this study provide valuable insights for e-government development authorities, specifically regarding online e-trade systems. Additionally, the findings contribute to the existing literature on e-services and can guide future studies and projects related to the field of e-government.