This paper attempts to develop a public value element model concerning service quality, justice, satisfaction, and trust under e-government context. Drawing upon Moore’s public value model, the updated public value model is constructed, and data obtained from a field survey of 192 e-government users are analyzed to test the proposed hypotheses. The results demonstrate that: (1) public value in e-government includes four elements: service quality, justice, satisfaction, and public trust; 2) service quality and justice (representing services) have a positive effect on satisfaction and public trust; and (3) satisfaction (to measure outcomes) is positively related to public trust. The findings contribute to assessing public value form economic, social and political aspects, and providing guidance for improving public value.
Wang, Changlin; Liu, Junping; and Fang, Runsheng, "PUBLIC VALUE MODEL IN ELECTRONIC GOVERNMENT SERVICE: AN EMPIRICAL RESEARCH" (2016). PACIS 2016 Proceedings. 234.