Customer satisfaction measurement model of e-government service

Since the late 1990s, numerous governments have made huge investments in electronic government services. The rise of these services has led to a concurrent need to develop models of customer satisfaction of e-government services. This study aims to establish an e-government customer satisfaction measurement model from the behavioral perspectives of users. Based on the Technology Acceptance Model (TAM) and Self-service Technology (SST), the study proposes an intergraded model for measuring e-government customer satisfaction. An online survey is undertaken. The target population is undergraduate students who have experienced with browsing and searching for the information in e-government web portals. Using structural equation modeling, a highly statistically significant goodness-of-fit was found for the model. The results show that the important determinants of customer satisfaction of e-government are perceived usefulness, perceived ease of use, perceived reliability and perceived personalization. Finally, the academic and practical conclusions are discussed.