出版社：Network of Asia Pacific Schools and Institutes of Public Administration and Governance
摘要：This study was conducted amongst 189 respondents in Papua New Guinea (PNG) using structured
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. It is concluded that there is an urgent need in PNG to employ e-governance in
all public agencies in view of prevailing problems of service quality. E-governance should be seen
as a means of improving service quality in the future
关键词：ICT, E-Governance, Public Service Delivery, Customer Satisfaction, Customer Service,
Service Quality, PNG
