IJSRP, Volume 4, Issue 1, January 2014 Edition [ISSN 2250-3153]
Governments of the countries around the world have started utilizing the potential of technology to deliver online information and services to their citizens. Using ICT in the form of e-governance could yield great benefits in the reform and modernization of the public sector. The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality. E-governance can also promote good govern-ance, that is, greater civic engagement can increase opportunities for direct representation and voice, and support for increased democracy. This paper discusses and presents the survey findings that seek to test the role of e-governance in improving service delivery by altering the principal-agent relationship. It further seeks to elucidate the quality aspects of public service. Strong leadership is required to implement e-governance to capture and internalize the benefits of quality services and satisfied customers.
Questionnaires distributed to different groups of respondents using stratified random sampling. The results indicate that e-governance has the potential to improve service delivery and customer satisfaction. It is also confirmed through the findings in this research that the expectations of citizens from public services are quite high, but experience has often been negative i.e. there is a huge variance in the perception and expectation of normal citizens in the country regarding service delivery, quality of services. This has negatively affected customer satisfaction over the number of years. E-governance should be seen as a means of improving service quality in the future.