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……As per the study topic i.e., “Government online service quality and customer satisfaction portal”, the unit of analysis is the citizen of Oman who is using the services of the government. He can provide the details of his experience regarding the quality of the services. He can do it wither by providing the response through the questionnaire or either by the use of the web-portal.
Time Horizon of Government Online Service Quality and Customer Satisfaction Portal
……In order to gather the data for the current research
work, the data is gathered for just once. It can be either by the use of the
questionnaire or the web-portal. This one-time data collection suggests that
the study is cross-sectional. As there exist no revisions for the said purpose.
So, the concept of longitudinal type does not exist. No follow-ups are required
for the data collection purposes.
Research strategy of Government Online Service Quality and Customer Satisfaction Portal
……The collection
of the data is based on circulating the questionnaire among the citizens of
Oman. They can belong to any area. Also, the use of the web-portals helps the
users to record their responses on a systematic platform. The questionnaire can
either be provided to the respondents either by meeting up personally or by the
use of their e-mail IDs. These email IDs can be obtained from the databases
maintained by the government. The web-portal provides the respondents with a
systematic approach for recording their responses.
Research Methodology of Government Online Service Quality and Customer Satisfaction Portal
……The data gathering is done by the use of the questionnaire, the web-portal and the existing research work. The most convenient as well as the efficient method for the data collection is the use of the questionnaire. The self-administered survey helped to achieve the purpose of the study. The questionnaire comprises of five-point likert scale. The success of the survey is related to completion of the questionnaire and the provision of the accurate responses on the web-portal.
Population of the study of Government Online Service Quality and Customer Satisfaction Portal
……The unit of
analysis helps to determine the population of the study. A citizen of Oman is
the one who is to provide his feedback for the quality of the services of the
government. So, the population comprises of all the citizens of Oman who are
making use of the services of the government.
Sample and sampling strategy of Government Online Service Quality and Customer Satisfaction Portal
……T The sample is perceived to be the subset of the
population. It helps to identify the main interest of the study. The sample
size for the current study is 350 citizens. The segregation is made for the
respondents through the questionnaire and the web-portal. 175 are responsible
to provide the responses by the questionnaire. The remaining helped to give the
feedback through the web-portal. For the current study, the Non-probability
convenient sampling technique is adopted. The responses of those respondents
are obtained who are willing to provide their feedback for the current research
work.
2.3.2.3 Data Collection Procedure of Government Online Service Quality and Customer Satisfaction Portal
……As narrated earlier the data collection is done by the use of the questionnaire. It is perceived to be the easy and the convenient source for the data collection. It is the best fit in order to gather the data for the current research work. Previous research articles better helped to collect the secondary data. The citizens of Oman also provided their responses by using the systematic web-portal which is designed specifically for gathering the responses of the citizens of Oman.
Pilot study of Government Online Service Quality and Customer Satisfaction Portal
……The validity as well as the validity of the instrument
is measured through the pilot study. The sample size taken for the pilot study
comprises of 25 citizens of Oman. For all the study variables, the value of the
Cronbach Alpha is greater than 0.70. In case we interpret this value, then it
can be said that the realibiliy of the questionnaire is confirmed by the use of
this value of Cronbach Alpha i.e., greater than 0.70.
Response rate of Government Online Service Quality and Customer Satisfaction Portal
……The questionnaire
which are distributed among the citizens of Oman provide with the response rate
of 85%.
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