Article

Public Organization Review

, Volume 11, Issue 4, pp 371-384

First online:

Service Delivery Through E-Governance: Perception and Expectation of Customers in Fiji and PNG

  • Gurmeet SinghAffiliated withSchool of Management & Public Administration, Faculty of Business and Economics, The University of the South Pacific Email author 
  • , Raghuvar Dutt PathakAffiliated withSchool of Management & Public Administration, Faculty of Business and Economics, The University of the South Pacific
  • , Rafia NazAffiliated withSchool of Management & Public Administration, Faculty of Business and Economics, The University of the South Pacific

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Abstract

Empirical studies on e-governance are replete with evidences highlighting its potential for improving service delivery. This study was conducted in PNG and Fiji using structured questionnaires distributed to different groups of respondents. The results indicate that e-governance has the potential to improve Public Service Delivery. 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 PNG (Papua New Guinea) and Fiji regarding service delivery, quality of services.

Keywords

E-governance Public service delivery Customer service PNG Fiji