Exploring the Dimensions of Electronic Government Service Quality

Abstract

Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements technology efficiently with quality of service for the general public's administration in a government setting. This research proposes a scale for measuring quality dimension in setting of e-government by an extensive review of literature from last 3 decades and by revising the SERVQUAL scale. The proposed scale is based on 25 items and six quality dimensions namely: reliability, responsiveness, ease of use\usability, website design\content, and security\ privacy. This research is fruitful for organizations to assess, measure, and improve the quality of service concerning the e-government services they offer.

Calidad De Servicio en Instituciones Privadas Y Públicas: Revisión Sistemática

“…De igual forma en Filipinas Ocampo, Alinsub, Casul, Enquig, Luar, Panuncillon, Bongo y Ocampo (2020) midieron la calidad de servicio que ofrecen las agencias gubernamentales de empleo. Por otro lado, Balushi (2016) utiliza el SERVQUAL para medir la calidad de la administración pública, mientras que en Pakistán Malik (2015) lo aplican para medir la calidad de servicio que perciben los usuarios de una librería pública.…”

E-Services Quality: A Perspective of Service Providers and Service Users

“…Quality dimensions of e-service become an important ingredient for e-governments to measure the users/citizens satisfaction. Many scholars explored different approaches to find out the effective quality dimensions and measuring methods of online service quality which influences on the quality of e-services in context of e-government [2,31,[35][36][37][38][39][40][41][42][43][44][45][46][47][48][49][50][51].…”