Abstract:

Based on Social Exchange Theory, a research model of e-government satisfaction formulation mechanism is constructed. Data collected from a field survey of 408 e-government users are analyzed to test the proposed hypotheses. The results indicate that government satisfaction is strongly influenced by system satisfaction and agent satisfaction, which is, in turn, influenced by online and offline service quality. Further analysis reveals that agent satisfaction has a stronger impact on government satisfaction. The results contribute to providing guidance for governments to build and enhance government satisfaction in e-government.

Key words: Online service quality, 　Offline service quality, 　Government satisfaction, 　System satisfaction, 　Agent satisfaction