E-service Value Assessment The Case Of Ministry Of Trade And Industry Portal (otrls)

Providing quality services to citizens is one of the core values that all government organizations aspires to achieve. The purpose of this study is to assess the satisfaction level of e-service users of ministry of trade and industry (MOTI), online trade registration and licencing system (OTRLS). E-service value assessment issues are not yet widely studied. Thus, this study attempts to fill this research gap. The study used a deductive research approach by formulating hypothesis from extant literatures. A survey instrument was developed and data collected from 327 active system users. Structural equation modelling (SEM) used for model building and data analysis. For this study COBRA, (cost, opportunity, benefit, and risk analysis) framework was used as study model. The finding of the study indicates strong positive relationships among constructs of COBRA. The study further confirms that the framework is important approach for assessing the success of e-service from citizens’ perspective. The study evaluate the applicability of the model in the context of e-service in developing country users. The outcome of the study also informs for policy makers of MOTI to enhance the user centricity of the e-service portal.

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