To read the full version of this content please select one of the options below:

An examination of the e-government service value chain

Rajiv Kumar (Indian Institute of Management Kashipur, Kashipur, India and Amrita School of Business, Coimbatore, India)
Ritu Kumar (Mukhyamantri Laghu Evam Kutir Udyam Vikas Board, Ranchi, India)
Amit Sachan (Indian Institute of Management Ranchi, Ranchi, India)
Piyush Gupta (Fortune Institute of International Business, New Delhi, India)

Information Technology & People

ISSN: 0959-3845

Article publication date: 18 June 2020

Issue publication date: 24 May 2021




E-government quality (e-GovQual) and e-government user value (e-GUV) are multidimensional concepts. While previous studies have identified apparent factors influencing e-government satisfaction (e-GovSat) and e-government adoption intention (e-GovAI), such as e-GovQual and e-GUV, but they have neglected to explain the influence of the dimensions of these two concepts. The purpose of this research is to study e-government service value chain (e-GSVC) one-GovQual dimensions, e-GUV dimensions, e-GovSat and e-GovAI.


The study employs a quantitative method to test the hypotheses and validate the proposed model. Data are collected from 378 e-government users across different parts of India comprising of different demographic characteristics. The model is analyzed using structural equation modeling.


The findings highlight the impact of the dimensions of e-GovQual (efficiency, trust, reliability and citizen support) on the dimensions of e-GUV (functional, economic, social and emotional value) as e-GUV dimensions affect e-GovSat, which in turn influences e-GovAI. The results validate the e-GSVC and also stress the partial mediating role of the dimensions of e-GUV on the relationship between the dimensions of e-GovQual and e-GovSat.

Research limitations/implications

The sample size of 378 may not be a proper representation of a country like India, which has huge diversity within its vast population.

Practical implications

The study offers practitioners a clear picture and a useful guide to better understand the drivers of value, satisfaction and adoption in the case of e-government users.


This study is probably the first attempt toward demonstrating the process influencing e-GovSat via e-GUV dimensions originating from excellent e-GovQual dimensions to ultimately trigger e-GovAI.



Kumar, R., Kumar, R., Sachan, A. and Gupta, P. (2021), "An examination of the e-government service value chain", Information Technology & People, Vol. 34 No. 3, pp. 889-911.



Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

Related articles