Thesis

1. How E-government Impacts Customer Service Satisfaction and Employee Efficiency: The Role of Technology in the Public Sector

In the twenty-first century, technology is evolving and advancing at a steady pace. The public sector needs to adapt to the digital era when providing services to its citizens. Therefore, e-government is the unavoidable topic within the field of Public Administration. However, e-government can be a double-edged sword for customer service satisfaction and employee efficiency. Scholars have used empirical data to acknowledge the relationship between technology and organizational performance, but very few researches focused on its effects within Los Angeles County. This paper aims to examine the impact of e-government within the public sector on the local government level by analyzing the literature related to the information technology, customer service satisfaction, management's effectiveness, and employee's productivity.

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