INFLUENCE OF DIGITAL SERVICE QUALITY ON USER SATISFACTION OF THE TV PERÚ DIGITAL PLATFORM, 2024
DOI:
https://doi.org/10.24265/Keywords:
digital service quality, User satisfaction, interactivity, information qualityAbstract
The research was developed with the purpose of determining the influence of the quality of digital service on the satisfaction of users of the TVPerú digital platform during the year 2024. From this, a quantitative approach, explanatory level and non-experimental design were used, the sample consisted of 384 users, the data collection technique was the survey and the instrument was a questionnaire of 29 questions on a Likert scale and the methodology was multiple linear regression. The results showed a significant influence (p-value of 0.000) of the dimensions of information quality (33.4%), security (15.4%), interactivity (18%) and system quality (17.6%) on satisfaction. The model obtained an R2 of 0.470 and a p-value of 0.000, so it is concluded that the quality of digital service influences the satisfaction of users of the TVPerú digital platform. The government's digital platforms are vital for promoting transparency, access to information, and participation in public services. They also reflect the government's interaction and bring it closer to citizens. The importance of this study lies in understanding the factors that explain satisfaction and in promoting such use.
Downloads
References
Albuainain, M. (2022). How digital communication provides better government services: Assessing the Tawasul System in Bahrain. Cities Vol 128, 103790. doi:https://doi.org/10.1016/j.cities.2022.103790
Aljukhadar, M., Belisle, J., Dantas, D., Sénécal, S., & Titah, R. (2022). Measuring the service quality of governmental sites: Development and validation of the e-Government service quality (EGSQUAL) scale. Electronic Commerce Research and Applications Vol 55, 101182. doi:https://doi.org/10.1016/j.elerap.2022.101182
Alruwaie, M., El-Haddadeh, R., & Weerakkody, V. (2020). Citizens' continuous use of eGovernment services: The role of self-efficacy, outcome expectations and satisfaction. Government Information Quarterly 37 (3), 101485. doi:https://doi.org/10.1016/j.giq.2020.101485
Arbaiza Godos, K., Tarrillo Vásquez, M., Fernández Pisfil, G., & Rojas Guanilo, M. (2023). Gobierno electrónico herramienta clave en la cobranza en el Perú: una Revisión Literaria. Ciencia Latina Revista Científica Multidisciplinar 7 (2), 3620-3642. doi:https://doi.org/10.37811/cl_rcm.v7i2.5602
Bendezú Huaroto, J., Ortiz Rojas, J., & Valencia Tola, C. (2024). Comunicación Gubernamental Digital en la Percepción Ciudadana del Valor Público de las Gestiones Gubernamentales Iqueñas. Ciencia Latina Revista Científica Multidisciplinar 8 (6), 7460-7480. doi:https://doi.org/10.37811/cl_rcm.v8i6.15435
Calsina Calsina, B., Cahuana Huichi, M., & Rado Miranda, G. (20203). La calidad de servicio y su relación con la satisfacción del usuario en las redes asistenciales de la Región de Puno. Waynarroque - Revista De Ciencias Sociales Aplicadas 3(1), 33–46. doi:https://doi.org/10.47190/rcsaw.v3i1.53
Chan, F., Thong, J., Brown, S., & Venkatesh, V. (2021). Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective. Public Administration Review 81 (5), 874-894. doi:https://doi.org/10.1111/puar.13308
Díaz Shupingahua, M., Pizzán-Tomanguillo, N., Rosales Bardalez, C., Reátegui Salas, J., & Pizzán-Tomanguillo, S. (2022). E-government services and user satisfaction in a municipality. Sapienza: International Journal of Interdisciplinary Studies 3 (1), 728–744. doi:https://doi.org/10.51798/sijis.v3i1.258
El-Gamal, S., Abd, E. A., & Farouk Abouelseoud, M. (2022). E-Government Service Quality: The Moderating Role of Awareness and the Mediating Role of Consistency. International Journal of Electronic Government Research 18 (1), 1-21.
Figuereo Beníte, J., & Mancinas Chávez, R. (2021). Las redes de la comunicación. Estudios multidisciplinares actuales. Dykinson S.L.
Flores Farro, A., Arribasplata Rodas, L., Muñoz Lopez, J., de Gonzaga Zarzosa de Rivera, N., & Yangales Vega, J. (2022). Impacto del gobierno electrónico y la gestión pública en la satisfacción de los usuarios en un hospital de cáncer, Lima 2021. Ciencia Latina Revista Científica Multidisciplinar 6 (5), 2153-2169. doi:https://doi.org/10.37811/cl_rcm.v6i5.3243
Flores Yallico, C., Ramón Osorio, A., Flores Yallico, G., Capcha Cóndor, J., & Ubillús Farfán, S. (2022). Simplificación Administrativa y calidad de servicio en municipios locales y provinciales del Perú: Una revisión sistemática. Ciencia Latina Revista Científica Multidisciplinar 6 (6), 10999-11020. doi:https://doi.org/10.37811/cl_rcm.v6i6.4180
Galindo Domínguez, H. (2020). Estadistica para no estadisticos. Una guía básica sobre la metodología cuantitativa de trabajos academicos. 3 Ciencias.
Hernández Sampieri, R., & Mendoza Torres, C. (2018). Metodología de la investigación:Las rutas cuantitativa, cualitativa y mixta. Mexico: Mc Graw Hill.
Huamán Coronel, P., & Medina, C. (2022). Transformación digital en la administración pública: desafíos para una gobernanza activa en el Perú. Comuni@cción: Revista De Investigación En Comunicación Y Desarrollo 13 (2), 93-105. doi:https://doi.org/10.33595/2226-1478.13.2.594
Huamaní Arone, J., & Bejar Callañaupa, I. (2022). Calidad de servicio y satisfacción de los usuarios. Ciencia Latina Revista Científica Multidisciplinar 6 (6), 4834-4848. doi:https://doi.org/10.37811/cl_rcm.v6i6.3783
Huamaní Cayllahua, J., León Vicencio, J., Huayapa Huaynacho, M., Marcilla Garay, V., & Huamaní Cayllahua, M. (2022). Servicios públicos del gobierno local y satisfacción de los ciudadanos. Ciencia Latina Revista Científica Multidisciplinar 6 (6), 2184-2198. doi:https://doi.org/10.37811/cl_rcm.v6i6.3674
Instituto Nacional de Radio y Televisión del Perú. (2021). Memoria Anual. Año Fiscal 2020. https://www.gob.pe/institucion/irtp/informes-publicaciones/6379198-memorias
Kester S. Ong, A., Tri Prasetyo, Y., Coleen Lagura, F., Ramos, R., Sigua, K., Villas, J., . . . Diaz, J. (2023). Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach. Cities 137, 104339. doi:https://doi.org/10.1016/j.cities.2023.104339
Kim, S. (2023). Quality of smart-work support service, perceived value and intention to continue smart-work: empirical evidence from Korea. Information Technology & People 36 (5), 2137-2160. doi:https://doi.org/10.1108/ITP-08-2020-0544
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management 57 (3), 103197. doi:https://doi.org/10.1016/j.im.2019.103197
Mata, P., Cullano, R., Myril Tiu, A., Gonzales, G., Selerio, E., Maturan, F., . . . Ocampo, L. (2023). Public satisfaction with the government's disaster response during Typhoon Odette (Rai). International Journal of Disaster Risk Reduction 84, 103483. doi:https://doi.org/10.1016/j.ijdrr.2022.103483
Montgomery, D., Peck, E., & Vining, G. (2021). Introduction to Linear Regression Analysis. Wiley. ISBN: 9781119578727.
Morán Ore, M., De La Cruz Mucha, G., López Jordán, M., & Zegarra Perales, A. (2024). Trasformación digital de la administración pública Caso: gobierno de la alcaldía provincial de Junín, Perú. Cuestiones Políticas 42 (81), 186-205. doi:10.5281/zenodo.14927722
Moser-Plautz, B., & Schmidthuber , L. (2023). Digital government transformation as an organizational response to the COVID-19 pandemic. Government Information Quarterly 40 (3), 101815. doi:https://doi.org/10.1016/j.giq.2023.101815
Nookhao, S., & Kiattisin, S. (2023). Achieving a successful e-government: Determinants of behavioral intention from Thai citizens’ perspective. Heliyon 9 (8), e18944. doi:https://doi.org/10.1016/j.heliyon.2023.e18944
Parra Ferié, C., Negrin Sosa, E., & Gómez Figueroa, O. (2020). Procesos de servicios: tendencias modernas en su gestión. Editorial Universitaria EDUNIV.
Pham, L., Limbu, Y., Thu Le, M., & Nguyen, N. (2023). E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country. Journal of Public Policy 43 (4), 812-833. doi:doi:10.1017/S0143814X23000296
Qatawneh, N., Al-Okaily, M., Alkhasawneh, R., Althonayan, A., & Tarawneh , A. (2014). The mediating role of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty toward e-government services. Global Knowledge, Memory and Communication, 1-10. doi:https://doi.org/10.1108/GKMC-07-2023-0263
Quesada, J. (2022). Calidad del servicio administrativo: impacto sobre el compromiso, la satisfacción y el rendimiento de estudiantes universitarios. Revista Universidad y Empresa 32 (41), 1-42. doi:https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.10352
Rukanova, B., van Engelenburg, S., Ubacht, J., Tan, Y.-H., Geurts, M., Sies, M., . . . van Dijk, D. (2023). Public value creation through voluntary business to government information sharing enabled by digital infrastructure innovations: a framework for analysis. Government Information Quarterly 40 (2), 101786. doi:https://doi.org/10.1016/j.giq.2022.101786
Salas Rubio, M., Hinojosa López, J., & Rangel Lyne, L. (2024). Determinantes de la satisfacción del usuario en plataformas de pago en línea. PAAKAT: revista de tecnología y sociedad 14 (26), 1-23. doi:https://doi.org/10.32870/pk.a14n26.812
Sharma, R., Mishra, R., & Mishra, A. (2021). Determinants of satisfaction among social entrepreneurs in e-Government services. International Journal of Information Management 60, 102386. doi:https://doi.org/10.1016/j.ijinfomgt.2021.102386
Sichone, J., & Mbamba, U. (2021). E-government service quality evaluation on tax operations: a test of users' satisfaction perception in Tanzania. International Journal of Information, Business and Management 13 (3), 132-144. https://bitly.cx/hogsz
Styrin, E., Mossberger, K., & Zhulin, A. (2022). Government as a platform: Intergovernmental participation for public services in the Russian Federation. Government Information Quarterly 39 (1), 101627. doi:https://doi.org/10.1016/j.giq.2021.101627
Sumi, R., & Kabir, G. (2021). Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model. Journal of Open Innovation: Technology, Market, and Complexity 7 (4), 227. doi:https://doi.org/10.3390/joitmc7040227
Tareq Alblooshi, Azli, M., Faiz Hilmi, M., Abudaqa, A., & Ahmed, G. (2023). Examining the trends in citizen satisfaction towards e-government services in United Arab Emirates: a structural equation modelling approach. International Journal of Services, Economics and Management 14 (1), 58-77. doi:https://doi.org/10.1504/IJSEM.2023.129597
Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science 8, 765-772. https://repository.umj.ac.id/19798/
Torres Gómez, C. (2023). Gestión de la atención al cliente/consumidor. IC Editorial. ISBN: 9788411033763.
Velarde Barrionuevo, N. (2025). Design Thinking y Experiencias de Vida: Enfoques Innovadores para la Satisfacción Ciudadana en la Gestión Pública Peruana. Revista Veritas De Difusão Científica 6 (1), 815–834. doi:https://doi.org/10.61616/rvdc.v6i1.436
Wang, Y., Li, J., Ma, W., Li, Y., Xiong, X., & Yu, X. (2024). Fiscal decentralization and citizens' satisfaction with public services: Evidence from a micro survey in China. Cities 150, 105095. doi:https://doi.org/10.1016/j.cities.2024.105095
Yang, Y., & Li, X. (2021). The quality of host government and China’s OFDI: Construction of micro-evaluation model of government quality. Journal of Asian Economics 74, 101313. doi:https://doi.org/10.1016/j.asieco.2021.101313
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Roberto Franco Ulco
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
