Effect of E-Government Based Service Delivery on Customers’ Satisfaction

Inhaltsverzeichnis (Table of Contents)

• Introduction
• Background of the Study
• Statement of the Problem
• Objectives of the Study
• General Objective
• Specific Objectives
• Research Questions
• Significance of the Study
• Scope of the Study
• Organization of the Study
• Literature Review
• Conceptual Framework
• E-Government
• Service Delivery
• Customers' Satisfaction
• Theoretical Framework
• Technology Acceptance Model (TAM)
• DeLone & McLean Information Systems Success Model
• Service Quality Model (SERVQUAL)
• Empirical Review
• Research Methodology
• Research Design
• Population and Sampling
• Data Collection Method
• Questionnaire
• Interview
• Data Analysis Method
• Results and Discussion
• Socio-demographic Characteristics of the Respondents
• Analysis of Service Quality Gaps
• Regression Analysis Result
• Logistic Regression Model
• Summary, Conclusion and Recommendations
• Summary of Findings
• Conclusion
• Recommendations
• References
• Appendices

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This research explores the impact of e-government service delivery on customer satisfaction within the context of the Addis Ababa City Administration Vital Events Registration Agency (AAVERA). The primary objective is to examine the relationship between e-government implementation and customer satisfaction levels. This includes an investigation of the factors that influence satisfaction, the perceived quality of services provided, and the efficacy of e-government initiatives in enhancing the user experience.

• The role of e-government in modern service delivery
• The impact of e-government services on customer satisfaction
• Factors influencing customer satisfaction within the context of e-government
• Analysis of service quality gaps and their influence on customer perception
• The effectiveness of e-government implementation in improving service delivery and customer satisfaction

Zusammenfassung der Kapitel (Chapter Summaries)

• Introduction: This chapter sets the stage for the research, providing background information about e-government, service delivery, and customer satisfaction. It outlines the research problem, objectives, significance, and scope of the study.
• Literature Review: This chapter delves into the theoretical and empirical literature on e-government, service delivery, and customer satisfaction. It presents key concepts, theories, and models relevant to the study.
• Research Methodology: This chapter details the research design, population, sampling methods, data collection techniques, and data analysis approaches employed in the study.
• Results and Discussion: This chapter presents and analyzes the findings of the study. It explores the socio-demographic characteristics of the respondents, examines service quality gaps, and presents the results of regression analysis and logistic regression modeling.

Schlüsselwörter (Keywords)

This research focuses on the key concepts of e-government, service delivery, customer satisfaction, technology acceptance, information systems success, service quality, and empirical research methodologies. It examines the impact of e-government implementation on customer satisfaction levels and explores the factors that influence these perceptions, including service quality gaps and the efficacy of e-government initiatives in improving service delivery.