An Empirical Study of E-Service Quality and User Satisfaction of Public Service Centers in China

Abstract

This article describes how as part of the reform of the administrative system of China, most local governments have set up public service centers; meanwhile, ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. However, the existing studies in the Chinese context are mostly qualitative and the relationship between service quality and citizen satisfaction has not been tested. This article adopted the D&M model to develop an e-service quality model and tested the impact of service quality on citizen satisfaction. A survey was conducted and 364 valid questionnaires were analyzed. The results showed that the data fit the model well. Most of the hypotheses formulated in this article was proven. Additionally, an important finding was that the impact of service quality on specific satisfaction is stronger than that of information quality and system quality, which indicates that face-to-face services cannot simply be substituted by electronic systems. Both the theoretical and practical implications of the findings were discussed.