A Study on E-Government service on selected government offices in Cavite / by Jean Claude B. Mathay and Leo S. Noel.

Thesis (Bachelor of Industrial Engineering) Cavite State University.

Includes bibliographical references.

College of Engineering and Information Technology (CEIT)

MAYHAY, JEAN CLAUDE B. and NOEL, LEO S. A Study on E-government Service Quality on Selected Government Offices in Cavite. Undergraduate Thesis. Bachelor of Science in Industrial Engineering, Cavite State University, Indang, Cavite. April 2017. Adviser: Engr. Gerry M. Castillo.
The general purpose of this study was to determine the demographic profile and identify the expectations and perceptions of the citizens using e-government which then was used to identify the level of satisfaction on the rendered e-government service based on six selected dimensions which are (1) reliability (2) ease of use (3) trust (4) citizen support (5) function ability and (6) contents and appearance of information provided by the selected e-government office in Cavite. Furthermore, the study also aimed to identify the problem faced while availing the e-government services.
To answer the given objectives, the researchers conduct a survey which was used as a primary source of data. From the survey, the researchers were able to collect the required data which was then used to determine the level of expectations, perception and the over-all satisfaction of the respondents. The problems faced while availing the e-government services are also identified from the survey. The result obtained from the study show that the users of the e-government have higher expectations than perceptions on the e-government services. This can be reflected from the negative values of the gap scores. So, because the gap scores are calculated by subtracting the expectation scores from the perception scores this means that the expected service quality is less than the actual service rendered by the users.
To determine the overall satisfaction, participants were categorized depending on their individual gap scores on each dimension. Negative gap score indicates dissatisfaction while positive gap score means that they are highly satisfied with the service (higher perception score than expectation score). Some of the participants also gave same perception and expectation score which also indicates satisfaction these results can be seen from Table. 19 — Table 24. Furthermore, the T-values are also computed to measure the size of the difference relative to the variation in the expectation and perception data. The closer T is to zero, the more likely there isn't a significant difference. As it can be seen, the corresponding T-values are higher than zero. This is because the hypothesized mean is 5. To analyze further the significance of the two data, the P-values are calculated. T and P are inextricably linked, the larger the absolute value of the T-value, the smaller the P-value. All the P-values are computed to be zero which means there is a significance importance between the data from expectation and perception. The gap scores calculated are then used to determine the level satisfaction.
The overall satisfaction as presented in Table 25 indicated that 80 percent of the users are not satisfied with the over-all service availed. On the other hand, only 18 percent are highly satisfied while the remaining 2 percent are satisfied with the e-government service. From the list of problems in Table 15, the mean scores and standard deviation were computed together with verbal interpretations to determine the mostly experienced problem. From the results presented, users mostly experience inconvenience in searching for information on the web as it requires lots of efforts and interaction.

Submitted to the University Library 01/01/2017 T-7229