An Empirical Research on Internal Service Quality of E-Government Based on Structural Equation Model

This research explores the relationship among various factors of internal service quality of e-government. We hypothesized that the soft environment, the hard environment and job satisfaction have positive influences on internal service quality of e-government. We tested these hypotheses by SEM with investigation on civil servants and MPA students who participated in and were familiar with e-government program. Results show that both the soft and hard environment play direct roles in improving the internal service quality of e-government. Moreover, special attention should be paid to the support of the leadership in the soft environment. There is also evidence that the improvement of job satisfaction mediates problem solving significantly.