In a democratic country like India, citizens expect quality public services, from the government. The information technology-enabled versions of public services cannot be an exception. In order to develop strategies leading to increasing levels of satisfaction of the citizens, the quality of the services should be analyzed. For efficient and effective public service delivery, many countries all over the world attempt to develop the transparent and accountable online system to bring the citizen's faith in governance. The present study attempts to check that does the e-service quality of the online grievance redress portal satisfy the student users. Dimensions and construct of the proposed model were extracted from literature, a survey was conducted by employing a questionnaire, soliciting inputs from 677 respondents. Partial least squares structural equation modeling (PLS-SEM) modeling was used to drive the results. Results indicates that security and privacy, is the utmost significant dimensions for student satisfaction as it helps to develop trust in the online e-governance system to bring satisfaction that increases the usage of the grievance portal It is followed by reliability and delivery of quality of information. The demographic variable, gender observed to be not having a significant relationship with the students' satisfaction concerning e-government services. The limitations and future research scope of the study are also presented.

中文翻译：

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在线申诉门户网站的电子服务质量是否令人满意？印度青年视角下的展望

在像印度这样的民主国家，公民期望政府提供优质的公共服务。信息技术支持的公共服务版本也不例外。为了制定提高公民满意度的战略，应对服务质量进行分析。为了高效和有效地提供公共服务，世界上许多国家都试图开发透明和负责的在线系统，以增强公民对治理的信心。本研究试图检查在线申诉门户网站的电子服务质量是否令学生用户满意。拟议模型的维度和构造是从文献中提取的，通过使用问卷进行调查，征求 677 名受访者的意见。使用偏最小二乘结构方程模型 (PLS-SEM) 模型来驱动结果。结果表明，安全和隐私是学生满意度最重要的方面，因为它有助于培养对在线电子政务系统的信任，带来满意度，从而增加申诉门户的使用率其次是信息质量的可靠性和交付. 观察到的人口统计变量性别与学生对电子政务服务的满意度没有显着关系。还介绍了该研究的局限性和未来的研究范围。是学生满意度最重要的维度，因为它有助于培养对在线电子政务系统的信任，从而带来满意度，从而增加申诉门户的使用率。其次是信息质量的可靠性和交付。观察到的人口统计变量性别与学生对电子政务服务的满意度没有显着关系。还介绍了该研究的局限性和未来的研究范围。是学生满意度最重要的维度，因为它有助于培养对在线电子政务系统的信任，从而带来满意度，从而增加申诉门户的使用率。其次是信息质量的可靠性和交付。观察到的人口统计变量性别与学生对电子政务服务的满意度没有显着关系。还介绍了该研究的局限性和未来的研究范围。