A Review of Quality Dimensions in e-Government Services

2006 ◽  
pp. 128-138 ◽  
Author(s):  
Xenia Papadomichelaki ◽  
Babis Magoutas ◽  
Christos Halaris ◽  
Dimitris Apostolou ◽  
Gregoris Mentzas
Keyword(s):  
Government Services ◽  
Quality Dimensions

The role of access convenience of common service centres (CSCs) in the continued use of e-government

2020 ◽  
Vol 22 (5/6) ◽  
pp. 437-453
Author(s):  
Kriti Priya Gupta ◽  
Harshit Maurya
Keyword(s):  
Positive Impact ◽  
Explanatory Power ◽  
Continuance Intention ◽  
Is Success ◽  
Content Type ◽  
Future Studies ◽  
Government Services ◽  
Quality Dimensions ◽  
The Government ◽  
The Impact

Purpose This study aims to understand the role of access convenience of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries such as India. The study uses the DeLone and McLean’s information systems (IS) success model as a theoretical basis and analyses the effect of access convenience of CSCs (AC), on the three quality dimensions (namely, information quality [IQ], system quality [SyQ] and service quality [SQ]), and the e-government continuance intention. The effects of the three quality dimensions on continuance intention are also analysed. Design/methodology/approach The primary data were collected from the field surveys conducted at various CSCs in Uttar Pradesh state of India using convenience sampling technique. The study sample included 358 respondents who use e-government services through CSCs. Structural equation modelling was used to test the hypothesized relationships in the proposed model. Findings The findings of the study suggest that CSCs’ access convenience has a significant positive impact on the e-government continuance intention. The findings also confirm the significant positive impact on all the three quality dimensions of e-government i.e. IQ, SyQ and SQ. Though the findings do not provide support for the impact of IQ and SyQ on the e-government continuance intention but the impact of SQ on the e-government continuance intention is found to be significantly positive. Research limitations/implications The explanatory power of the model indicates the scope of including more variables in determining the continued usage of e-government. Future studies may extend the present study by including concepts such as trust, satisfaction and security/privacy concerns of citizens. The present study has failed to support the impact of IQ and SyQ on the intention to continue using e-government services. Future studies may test the model in different contexts with different respondents to further examine these relationships. Future studies may also see the association between the continuance intention and actual use of e-government services. Practical implications The government should provide accessible CSCs to the citizens which are conveniently available to them. To diffuse the e-government services successfully among all citizens, the government needs to see that sufficient numbers of CSCs are available in the areas where people lack the required infrastructure for using the e-government services. The government also needs to ensure that the CSCs are fully functional and equipped with facilities for providing the best quality services. Originality/value The study combines the quality constructs from the IS success model with AC, for predicting the e-government continuance intention. The joint use of these constructs has provided a model with high explanatory power, which is able to explain 76.6% variation in the continued usage of e-government services. The study also contributes to the existing literature by presenting AC as a strong determinant of the e-government quality dimensions.

Exploring mobile government from the service quality perspective

2017 ◽  
Vol 30 (1) ◽  
pp. 4-16 ◽  
Author(s):  
Hajar Saeed Al-Hubaishi ◽  
Syed Zamberi Ahmad ◽  
Matloub Hussain
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Mobile Services ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
Service Models ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Comprehensive Framework

Purpose The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality. Design/methodology/approach Mobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation. Findings This paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions. Originality/value The literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.

A Literature Review on Quality Models for Online E-Government Services

2016 ◽  
pp. 151-166 ◽  
Author(s):  
Filipe Sá ◽  
Álvaro Rocha ◽  
Manuel Pérez-Cota
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Public Services ◽  
Evaluation Method ◽  
Present Moment ◽  
Quality Models ◽  
Government Services ◽  
Service Quality Evaluation ◽  
Quality Dimensions

The study presented in this chapter will serve as a basis for the development of a suitable methodology whose purpose is to evaluate the quality of Local e-Government online services. Citizens expect quality public services, and their online dimension is no exception. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, this first study puts forth a systematization of the relevant bibliography, focusing on the quality of two types of services: traditional and e-Government. Each methodology was analysed in order to identify the main quality dimensions used. Up to the present moment, the identification of a service quality evaluation method particularly focused on local online e-Government wasn't achieved, and this justifies the development of an investigation project whose main purpose is to create such methodology in this field.

A quality function deployment strategy for improving mobile-government service quality in the Gulf cooperation council countries

2018 ◽  
Vol 25 (8) ◽  
pp. 3276-3295 ◽  
Author(s):  
Meiaad Rashid Alsaadi ◽  
Syed Zamberi Ahmad ◽  
Matloub Hussain
Keyword(s):  
Service Quality ◽  
Quality Function Deployment ◽  
Gulf Cooperation Council ◽  
Quality Factors ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions

PurposeThe purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.Design/methodology/approachA quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.FindingsThe results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.Research limitations/implicationsStudy findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.Practical implicationsThe findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.Originality/valueMost previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.

Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality

2020 ◽  
Vol 16 (1) ◽  
pp. 40-58
Author(s):  
Taisira Al Balushi ◽  
Saqib Ali
Keyword(s):  
Service Quality ◽  
Effective Interaction ◽  
Web Design ◽  
Vital Role ◽  
Government Service ◽  
Government Services ◽  
Quality Dimensions ◽  
Models Validation ◽  
Quality Instruments

The quality of e-government services plays a vital role in the effective interaction of users/citizens with e-government portals, and it also improves governments' efficiency and responsiveness as per users' expectations. The objective of this study is to develop an instrument to measure perceived e-government service quality by applying a three-steps approach for models validation; conceptualization, design, and normalization; it was validated with Oman e-government service users. In this article, eight main quality dimensions were studied and validated (personalization, usability, performance, web design, security, citizen involvement, satisfaction, and loyalty). The reported results emphasized the varying importance of all eight quality instruments, in addition to the higher impact of web design and security on e-government services in the context of the Oman e-government.

Adoption of e-government services

2015 ◽  
Vol 9 (2) ◽  
pp. 207-222 ◽  
Author(s):  
Sujeet Kumar Sharma
Keyword(s):  
Service Quality ◽  
Demographic Variables ◽  
Electronic Government ◽  
Hierarchical Regression ◽  
Research Model ◽  
Content Type ◽  
Government Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Willingness To Use

Purpose – The purpose of this paper is to develop a research model for understanding the relationship between service quality dimensions and demographic variables, and the willingness to use e-government services in Oman. Understanding the key determinants of electronic government (e-government) services is an important issue for enhancing the degree of use of these services by users. Design/methodology/approach – The data were collected using Google forms from 248 e-government service users. The hierarchical regression analysis was used to test the research model. Findings – The results showed that service quality dimensions, namely, reliability, security, efficiency and responsiveness, were the key determinants that influenced the willingness to use e-government services. In addition to service quality dimensions, two demographic variables, namely, age and education level of respondents, showed a statistically significant relationship with the willingness to use e-government services. Practical implications – The findings of this study provide useful insights into the decision-makers of e-government services in Oman and similar emerging economies. At the same time, these findings can also be used by academicians and information systems researchers for further research. Originality/value – This study is probably the first attempt to model e-government services on the basis of service quality dimensions and demographic variables in Gulf Cooperation Council countries. Moreover, this study will enrich the existing literature on the adoption of e-government services.

Sign in / Sign up

Export Citation Format

Share Document