E-GOVERNMENT EFFECTIVENESS IN SERVICE PERFORMANCE FOR CITIZENS

Abstract

Indonesian citizens seem less satisfied with the effectiveness of e-government for service performance. The perception of the Indonesian public e-government is low because they consider it an unsuccessful practice in Indonesian public sector departments. The current research investigates the impact of quality of information, transparency, and service functionality on service performance. This study also analyzes the mediating role of e-leadership between the quality of information and service performance. Cross-sectional data is collected from 384 citizens with a random sampling technique. The study found that the effectiveness of e-government in Indonesia can be improved with quality of information, transparency, and service functionality. This research has developed a significant model of service performance that is a worthy addition to the literature. The study has significant theoretical implications that improve the e-government and service performance model. Consequently, the study has empirical findings that are also worthy of enhancing the effectiveness of e-government in-service performance for the citizens of Indonesia. The research has some limitations that are reported with the critical future directions to be considered significant by the scholars to contribute further to literature by investigating the new relationships related to the service performance model.