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E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency

E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency
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Author(s): Sarah El-Gamal (Arab Academy for Science, Technology and Maritime Transport, Egypt), Rasha Abd El Aziz (Arab Academy for Science, Technology and Maritime Transport, Egypt) and Mohamed Farouk Abouelseoud (Umm Al-Qura University, Saudi Arabia)
Copyright: 2022
Volume: 18
Issue: 1
Pages: 21
Source title: International Journal of Electronic Government Research (IJEGR)
Editor(s)-in-Chief: Nripendra P. Rana (University of Bradford, United Kingdom)
DOI: 10.4018/IJEGR.288072

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Abstract

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

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