Impact of E-Government Service Quality on Customer Satisfaction: Case Of Moti in Yeka Sub City
| dc.contributor.advisor | Tewodros Wuhib (Assistant Prof.) | |
| dc.contributor.author | Frehiwot Tadesse Worku | |
| dc.date.accessioned | 2023-12-20T07:44:40Z | |
| dc.date.available | 2023-12-20T07:44:40Z | |
| dc.date.issued | 2023-06-08 | |
| dc.description.abstract | 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. | |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/1131 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.subject | e-trade, e-service, service quality, customer satisfaction, efficiency, reliability, trust, support | |
| dc.title | Impact of E-Government Service Quality on Customer Satisfaction: Case Of Moti in Yeka Sub City | |
| dc.type | Thesis |