Service Quality, Social Equity and Government Satisfaction——Empirical Analysis from Golden Tax Project
1. School of E-commerce and Logistics Management, Henan University of Economics and Law,Zhengzhou 450046, China; 2.Collaborative Innovation Center of Modern Service Industry, Henan University of Economics and Law,Zhengzhou 450046, China; 3.Chinese Academy of Personal Science, Beijing 100000, China
Based on the business practices of Golden Tax Project (a typical e-government), a research model of e-government satisfaction formulation mechanism is constructed based on Social Exchange Theory. Data collected from a field survey of 408 e-government users are analyzed to test the proposed hypotheses by Smart-PLS. The results indicate that government satisfaction is strongly influenced by agent satisfaction and system satisfaction, which are, in turn, respectively affected by service quality and social equity. The research results provide guidance for governments to build and enhance government satisfaction in e-government.
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