Author : Deepika sahdev
Keyword : E-governance, service quality, servqual, expectations and perceptions.
Subject : Management
Article Type : Original article (research)
DOI : 10.5958/2249-7307.2017.00109.8
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Article File : Full Text PDF
Abstract : E-governance is a wave of innovation in the functioning of government services. It has given a push to transform a sluggish system into an efficient and citizen friendly system by using the power of Information and Communication Technology (ICT). ICT, as an important tool of e-governance has enabled citizen participation in governance through an effective interaction between the government and its people, improved effectiveness and efficiency in delivering e-services, timely disseminating information to the public. However there is a considerable gap between the expectations and perceptions of the end users regarding these services due to the delivery of service quality from the service providers’ side or there may be combination of factors involved. The objectives of this research paper are to investigate the level of quality of service provided by e-services from the customers’ perspective and assessing their perceptions about these e-services of Punjab. For this, responses from 452 respondents to a SERVQUAL questionnaire from three major districts of Punjab i.e. Amritsar, Jalandhar and Ludhiana are considered for the analysis. This research also tries to ascertain the extent of discrepancy between their expectations & perceptions. It is concluded that the efforts of Government is not reaching to the public and public is being dissatisfied towards e-governance services. Unawareness about the e-services and various factors like tangibility and reliability of the services are main reasons of dissatisfaction.
Article by : Deepika Sahdev
Article add date : 2021-02-21
How to cite : Deepika sahdev. (2021-February-21). A study of gap analysis in e-governance services among citizens of punjab. retrieved from https://www.openacessjournal.com/abstract/672