Evaluating the dynamics of perceived service quality, citizen satisfaction, and gender in influencing the adoption of E-governance services
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Date
2026
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Cogent Social Sciences, 12(1)
Abstract
In the technological era, the adoption of e-governance services (AD) is vital for enhancing social growth as it directly shapes citizens’ experiences with public service delivery. This study examines the relationships between perceived service quality (PSQ), citizen satisfaction (CS) and AD, while assessing the mediating role of CS and the moderating effect of gender. PSQ is conceptualised as a higher-order construct comprising information, navigation, responsiveness, security and privacy. Data were collected from 673 citizens in Goa, India, using a structured questionnaire with a 7-point Likert scale, and analysed using the Statistical Package for the Social Sciences (SPSS) and Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings demonstrate that PSQ significantly influences both CS and AD, with CS partially mediating the relationship between PSQ and AD. Gender moderated the relationships between PSQ and CS and between CS and AD, but not the direct effect of PSQ on AD. These results highlight that the study theoretically strengthens e-governance adoption models by positioning PSQ as both a direct and an indirect determinant of adoption, while recognising gender’s conditional role. Practically, it emphasises enhancing service quality and adopting gender-responsive strategies to improve satisfaction and foster wider adoption of e-governance services.
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Korde, S., & Sukthankar, S. (2026). Evaluating the dynamics of perceived service quality, citizen satisfaction, and gender in influencing the adoption of E-governance services. Cogent Social Sciences, 12(1), 2704940.