University of Twente Student Theses


What makes e-government a satisfying place employment? An internal perspective on service

Kroll, P.I.A. (2011) What makes e-government a satisfying place employment? An internal perspective on service.

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Abstract:The present study is a two-step approach using qualitative and quantitative data to analyse the relationship between governmental work conditions and employees’ job satisfaction with regard to its impact on service quality. The goal of the study is to develop a model of factors determining the service quality within an e-government employment. Based on previous research studies it is assumed that employees’ satisfaction is a direct driver for good service quality. It is not clear yet whether this also applies to the quality of e-government services. Previous literatures have rather focused on the private offline sector from an external perspective. Therefore, this study draws its attention on the public sector from an internal perspective. Twenty-five interviews within a non-profit housing association in North England were conducted with the result of seven factors affecting their job satisfaction. Based on the findings a model was developed and tested by means of a questionnaire. The regression analysis shows that Interpersonal Relationships, Working Morale, Communication Culture, Employer and Leadership Characteristics, and the Quality of Information Technology are related to Service Quality.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
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