Customer satisfaction with electronic public services: an 18 years of systematic literature review

• Vita Nurul Fathya ^[1] ; Viverita Viverita ^[1] ; Sri Rahayu Hijrah Hati ^[1] ; Rifelly Dewi Astuti ^[1]
  1. [1] University of Indonesia

     University of Indonesia

     Indonesia

     
• Localización: International review on public and nonprofit marketing: official publication of the International Association on Public and Nonprofit Marketing, ISSN 1865-1984, Vol. 20, Nº. 4, 2023, págs. 759-812
• Idioma: inglés
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• Resumen

  • Given the increase in technology-based services in the public sector, such as the use of web-based or mobile applications, understanding the levels of customer satisfaction with electronic public services is important for academics and practitioners. Thus, this paper presents an up-to-date systematic literature review (SLR) of customer satisfaction with electronic public services. The authors classified and analysed 129 relevant articles on customer satisfaction in the context of electronic public services published from 2005 to 2022 in numerous Scopus and Google Scholar journals. Afterwards, this present research analysed papers based on their year of publication, the countries where the study was conducted, service types and the antecedents (psychological, technological, social, and behavioural) and consequences of customer satisfaction, including the mediators between antecedents and consequences. Based on the SLR, this paper outlines directions for future research related to a conceptual framework highlighting promising research areas linked to the antecedents and consequences of customer satisfaction with electronic public services, as well as the theories and methodologies.