Assessment of the Quality of E-Government Services and Its Role in Achieving Customer Satisfaction: The Case of I-Register in Ethiopian Food and Drug Authority
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Date
2022-09
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Addis Ababa University
Abstract
E-government services have drawn interest from all around the world because they enable a government to carry out its duties in an effective and efficient manner, changing the way it interacts with its customers, enterprises, or other governmental branches. There are strong relationships between service quality and customer satisfaction. In recent years, the Ethiopian Food and Drug Authority (EFDA) initiated an electronic regulatory information system to improve four quality dimensions (Efficiency, trust, reliability and support). Therefore, the purpose of this study is to assess the impact of quality of e-government service dimensions that are provided by EFDA via i-register service. To meet these objectives, data collection questionnaires were prepared and provided to a sample of 260 respondents. A systematic random sampling was used to collect the data from customers who used e-service in FDA via i-register. The correlation between service quality dimensions and customer satisfaction was examined with Pearson correlation and regression. The analysis showed a statistically significant positive association between all of the quality dimensions and customer satisfaction. Customer satisfaction was shown to be most impacted by support dimension. The current research suggested enhancing service quality to increase customer satisfaction is crucial. Therefore, EFDA should work over i-register dimension to increase customer satisfaction.
Key words: Customer Satisfaction, Efficiency, e-services, i-register, Reliability, Support, Trust