Does e‐service quality of online grievance redress portals lead to satisfaction? An outlook from the perspectives of Indian youth

• Published date: 01 February 2023
• Author: Anil Kumar,Amit Anand Tiwari,Rohit Kumar Singh,Tirthankar Nag
• Date: 01 February 2023
• DOI: http://doi.org/10.1002/pa.2822

RESEARCH ARTICLE

Does e-service quality of online grievance redress portals lead

to satisfaction? An outlook from the perspectives of Indian

youth

Anil Kumar

1

| Amit Anand Tiwari

2

| Rohit Kumar Singh

3

| Tirthankar Nag

3

1

School of Business and Economics,

Westminster International University,

Tashkent, Uzbekistan

2

Marketing Area, Indian Institute of

Management Rohtak, Rohtak, Haryana, India

3

International Management Institute Kolkata,

Kolkata, India

Correspondence

Rohit Kumar Singh, International Management

Institute Kolkata, Kolkata, India.

Email: rohit.singh696@gmail.com

In a democratic country like India, citizens expect quality public services, from the

government. The information technology-enabled versions of public services cannot

be an exception. In order to develop strategies leading to increasing levels of satisfac-

tion of the citizens, the quality of the services should be analyzed. For efficient and

effective public service delivery, many countries all over the world attempt to

develop the transparent and accountable online system to bring the citizen's faith in

governance. The present study attempts to check that does the e-service quality of

the online grievance redress portal satisfy the student users. Dimensions and con-

struct of the proposed model were extracted from literature, a survey was conducted

by employing a questionnaire, soliciting inputs from 677 respondents. Partial least

squares structural equation modeling (PLS-SEM) modeling was used to drive the

results. Results indicates that security and privacy, is the utmost significant dimen-

sions for student satisfaction as it helps to develop trust in the online e-governance

system to bring satisfaction that increases the usage of the grievance portal It is

followed by reliability and delivery of quality of information. The demographic vari-

able, gender observed to be not having a significant relationship with the students'

satisfaction concerning e-government services. The limitations and future research

scope of the study are also presented.

KEYWORDS

citizen support, connectivity, delivery of quality information, e-government, e-services quality,

India, reliability, security & privacy, students' satisfaction

1|INTRODUCTION

E-governance and e-government have come into prominence with the

advancement of information and communication technology. Both

the terms are being used interchangeably however both have differ-

ent meaning, At the one side, we-government means usage of com-

puters or IT tools to increase the service level by providing digital

services and facilities, for example, E-health, e-registration of vehicles,

online tax filing etc., on the other hand e-governance is a wider con-

cept that implies the use of ICT in transforming and supporting func-

tions and structures of the system. The services provided by

employing information technology through are a strategic move of

governments all over the world. Vishwakarma et al. (2019) asserted

that the online portal is a great source of information, due to its inter-

active nature, ease of use, and low cost. Corruption is not only limited

to a specific form. It can take place in the form of not helping the pub-

lic by concerned officials or not resolving the public grievances. The

fight against corruption can be done by ensuring transparency and

accountability in governance system (Modgil et al., 2021; Krishnan

et al., 2013; Oye, 2013) and to resolve the public grievances. The sat-

isfaction of citizens is critical to e-governance success and sustainabil-

ity because customers are the key stakeholders of e-government

Received: 30 October 2020 Revised: 17 October 2021 Accepted: 18 May 2022

DOI: 10.1002/pa.2822

J Public Affairs. 2023;23:e2822. wileyonlinelibrary.com/journal/pa © 2022 John Wiley & Sons Ltd. 1of14

https://doi.org/10.1002/pa.2822