Conceptual model for measuring e-government service quality

Alanezi, Mohammed Ateeq; Mahmood, Ahmad Kamil; Basri, Shuib

doi:10.1109/icos.2011.6079243

Cited by 16 publications

(8 citation statements)

References 19 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The system identifies quality with ease of access, dependability, completeness, functionality, regulation, and security. Alanezi, Kamil, and Basri (2010) use website design, reliability, responsiveness, security, personality, and ease of information. As such, there are various factors that can influence the satisfaction of e-government services, but the types and quality of service are especially important (Rambe, 2017).…”

Section: Factors Affecting the Satisfaction Of E-governmentmentioning

confidence: 99%

Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention

Park

Samijadi

2021

JPAG

View full text Add to dashboard Cite

The implementation of technological developments in the field of Information and Communication Technologies (ICT) have been carried out by many countries to help make government service delivery to their citizens better. E-government initiatives are developed to try and attain a higher level of efficacy in government service provision by utilizing the latest developments in ICTs to innovate and promote the interactions with citizens. E-government initiatives should not only be about putting forms, websites and services online, but should also provide a framework of options on how the government continues to improve their services and how to bring adjustments based on the users' demand. A citizen-centric study of how citizens perceive e-government services should help governments and future researchers adjust their initiatives accordingly. This study explores the citizens' perception of e-government in Korea by utilizing an Importance-Performance Analysis method and also seeks to identify which attributes of e-government can influence citizens' satisfaction and behavioral intentions. The result of the IPA indicates that technical support/feedback and real-time service provision are the main areas where e-government should focus on. Overall, the IPA model indicates other factors that can influence satisfaction and behavioral intention, and a well-structured e-government plan based on the findings may as well enhance the specific aspect of e-government.

show abstract

Section: Factors Affecting the Satisfaction Of E-governmentmentioning

confidence: 99%

Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention

Park

Samijadi

2021

JPAG

View full text Add to dashboard Cite

show abstract

“…Online service quality measuring has become industry or context based that constitutes difficulties for designing a universal measure [39]. The development of e-service quality measures is required because it assists to control and enhance the online organizations performance.…”

Section: Dimensions and Measurementioning

confidence: 99%

“…Interactivity Communication with citizens and providing the required assistance is significant to give confidence to citizens to use the e-service [60]. Interactivity can keep the citizens all the time on touch and advise them to do further action [39].…”

Section: 9mentioning

confidence: 99%

A Review in E-Government Service Quality Measurement

Al-Nidawi

Al-Wassiti

Maan

et al. 2018

IJEECS

View full text Add to dashboard Cite

<span lang="EN-US">Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens’ perception that is difficult to be realized and measured. This paper aims to review scales measurement of e- government services quality that providing an evaluating scale based on defining the significant e- service quality dimensions. These dimensions cover important e-services requirements to enhance e-service quality.</span>

show abstract

“…Employees who have experienced traditional service delivery in both offline mode and online mode are in a better position to assess the impact of such e-governance projects on the citizens (Parasuraman, Zeithmal, & Malhotra, 2005). By understanding the dimensions of e-governance service delivery, government and its employees will be in better position to serve the citizens and end-users of e-government sites (Alanezi, Kamil, & Basri, 2010).…”

Section: Conclusion and Suggestionsmentioning

confidence: 99%

Exploring E-governance Service Delivery Dimensions: A Study of Registrar of Companies

Kaur

2017

Indian Journal of Public Administration

View full text Add to dashboard Cite

E-governance is becoming a phenomenon that is catching the attention of government as well as the citizens across the world. Lately, the governments of almost all the countries of the world made huge investments in implementation of e-government projects including India. There have been a number of centre- and state-level projects launched in the recent years. Hence, it becomes all the more important to assess the impact and viability of such projects. A number of studies have been undertaken in this area. It is observed that most of the studies in this field have focused on exploring e-governance service delivery dimensions in government-to-citizen (G2C) context; however, a few studies are carried out in government-to-business (G2B) context. Hence, the present study is an attempt to bridge this gap. The study aims to explore e-governance service delivery dimensions as perceived by the employees of Registrar of Companies (ROC), North Region. Ninety employees of ROCs were surveyed to know about their perception about the pioneer e-government project named Ministry of Corporate Affairs of 21st Century (MCA21) launched in 2006. Results of the study identified four dimensions as perceived important by the employees. To improve the services provided by the employees to the users, it would be useful to be aware of these dimensions in the future.

show abstract

Conceptual model for measuring e-government service quality

Cited by 16 publications

References 19 publications

Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention

Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention

A Review in E-Government Service Quality Measurement

Exploring E-governance Service Delivery Dimensions: A Study of Registrar of Companies

Contact Info

Product

Resources

About