EXPLORING THE RELATIONSHIP BETWEEN E-SERVICES AND PERCEIVED GOVERNMENT PERFORMANCE: A COMPARATIVE STUDY OF CITIZENS AND PUBLIC EMPLOYEES IN ISLAMABAD

Abstract

This research emphasized the impacts of e-governance on awareness, satisfaction and performance among citizens and employees, and to know differences between perception of citizens and employees on e-services. The revolutionary inclusion of ICT is promptly altering the social order and form of governance. E-governance and e-services system can be broken into four main categories: G2G (Government-to-overnment), G2C (Government-to-Citizen), C2G (Citizen-to- Government), and C2C (Citizen-to-Citizen). This study has approximated the relationship between governments to citizens (G2C) and comprehends the impact on quality e- governance. The stratified sample technique adopted under the umbrella of convenience sampling for selection of the respondents. Further, the quantitative research method with deductive approach is applied to analyze the relationship. The statistical tool used to examine the reliability and validity of scales with factor analysis including cronbach alpha, anova, correlation, regression through SPSS version 25. As e-governance system aims to facilitate the citizens, there  is important interaction between federal government employees and citizens. It is found that awareness, satisfaction and performance from the perspective of citizens are favorable but not in case of employees’ performance due to their low experience. This study is limited to Islamabad with unavailability of providing e- services where the focus for better efficiency and delivery services about data protection law, and single portal for all e-services. It is recommended that improve the skilled & technological education system, adoption of new technology and increasing awareness can enhance e-governance efficiency and service delivery.