Enhancing Citizen Satisfaction Through Service Quality of E-Government in Thailand: Mediating Roles of Perceived Ease of Use and Usefulness

Abstract

The aim of the study was to know the impact of service quality of E-Government (EG) on citizen satisfaction (CS). The aim was also to know the mediating roles of Perceived Usefulness of E-Government (PUEG). This study was conducted in Thailand. Out of the total 298 respondents of this research, 124 respondents were male, and 174 respondents were females, which means that majority of the respondents were females. Out of the total 298 respondents of this research, 23 of the respondents had completed their graduation, 143 respondents had completed their post-graduation, 122 respondents had completed their masters and ten respondents had other degrees. It has shown that how the perceived usefulness has helped the E-Government in different ways to be a part of the innovation and bringing new variations to the system. This can only be seen in effectiveness and cooperation of the general public which is a must for any system to run properly. The mediating role has added value and content to Citizenship and user satisfaction to the system. The ongoing processes of E-Government has gained vital interest of the general public which are ready to invest in self grooming so that they can be a part of online system introduced by the state.