Archive Details

Year 2025
Volume/Issue/Review Month Volume-XVIII | Issue-I | Jan.-Jun.
Title Revitalizing the E-government Model through Customer Citizenship Behaviour
Authors Baljinder Kaur, Dr. Mandeep Kaur
Broad area Marketing
Abstract Abstract: Research on “electronic government” or “e-government” has been conducted mostly through a technological lens, concentrating on its system design, and innovation. As governments pour so much financial resources in technology, there is also an increasing stress on motivating citizens to perform such tasks that were previously managed by public employees. This shift necessitates a deeper understanding of citizens’ behavior, including factors like citizens’ satisfaction, citizens’ trust, and customer citizenship behaviour, which are vital for effectively execution of e-Government projects. The study also examined the moderating role played by usage frequency among these variables. The statistical technique used to analysis the relationship is PLS-SEM. Structured questionnaire was to collect the responses. The study offers valuable insights to the digital government service providers by examining the behavioral elements. It highlights how citizens’ satisfaction and trust emerge while using digital platforms, which motivates citizens’ to exhibit consumer citizenship behavior.
DOI https://doi.org/10.63340/samt/1004
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