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E-government Innovation, Red Tape, Citizens’ Satisfaction and Trust in Government: Evidence from Nepal

서진완|Devid Kumar Basyal
인도연구소 (Institute of Indian Studies)|2018.11|남아시아연구 (Journal of South Asian Studies)|제24권 제3호|pp. 43-86|DOI 10.21587/jsas.2018.24.3.002

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키워드

TrustNepalRed TapeE-government innovationCitizens’ Satisfaction
주제분류지역학

초록

People’s trust in government has remained an issue of core concern throughout the world. Performance of public agencies fundamentally determines the perception of citizens’ satisfaction to those agencies which ultimately results in people’s trust in government(s). Majority of the academic works on this relationship often discuss it as ‘performance-satisfaction-trust’ model. For this purpose, a theoretical framework linking E-government innovation to the perceived reduction of red tape, citizens’ satisfaction and trust in government, is developed and main hypotheses have been empirically tested against the data collected for the purpose. In a performance-satisfaction-trust model, this study contributes to the field of literature by adding the mediating role of perceived reduction of red tape between E-government innovation and citizens’ satisfaction. The study incorporates survey data collected from taxpayers who are users of Integrated Tax System (ITS) under Inland Revenue Department (IRD), Nepal. The study employs a structural equation path model considering major latent constructs. The study indicates that use of online tax system (here E-government innovation) helps to perceived reduction of red tape which in turn results in satisfaction in citizens. Ironically, citizens show less trust in Inland Revenue Department and its employees. Hence, the study recommends the Government of Nepal be more serious and adopt special strategies to improve its accountability reflecting its credibility among the citizens.

Abstract

People’s trust in government has remained an issue of core concern throughout the world. Performance of public agencies fundamentally determines the perception of citizens’ satisfaction to those agencies which ultimately results in people’s trust in government(s). Majority of the academic works on this relationship often discuss it as ‘performance-satisfaction-trust’ model. For this purpose, a theoretical framework linking E-government innovation to the perceived reduction of red tape, citizens’ satisfaction and trust in government, is developed and main hypotheses have been empirically tested against the data collected for the purpose. In a performance-satisfaction-trust model, this study contributes to the field of literature by adding the mediating role of perceived reduction of red tape between E-government innovation and citizens’ satisfaction. The study incorporates survey data collected from taxpayers who are users of Integrated Tax System (ITS) under Inland Revenue Department (IRD), Nepal. The study employs a structural equation path model considering major latent constructs. The study indicates that use of online tax system (here E-government innovation) helps to perceived reduction of red tape which in turn results in satisfaction in citizens. Ironically, citizens show less trust in Inland Revenue Department and its employees. Hence, the study recommends the Government of Nepal be more serious and adopt special strategies to improve its accountability reflecting its credibility among the citizens.

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