Users’ Perceptions of G2C E-service Quality in Thimphu Thromde

Abstract

A gradual yet visible diffusion of information and communication technology has shifted the mode of service delivery from traditional help desk to electronic networks, and Bhutan is no exception. Although a number of services are available online as a means of enhancing efficiency and effectiveness of the service delivery, little is known about the user’s perspective on these services. The current paper focuses on understanding the quality of G2C e-services in Thimphu Thromde from users’ perspective using a modified version of the E-S-QUAL and E-GovQual instruments. The findings indicate that the users generally have a positive view of G2C services of Thimphu Thromde, including the system availability, usability, contact, reliability and responsiveness. One notable finding was that users had low confidence towards security and privacy measures of the website, highlighting the concerns associated with the protection of personal information. The practical implications of these findings are that service providers should concentrate on communicating the availability and functionality of their e-services. In addition, they should focus on reducing citizens’ concerns regarding the misuse or mismanagement of personal data to ensure increased adoption and user satisfaction.