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e-GovQual: A multiple-item scale for assessing e-government service quality

Xenia Papadomichelaki, Gregoris Mentzas
2012 Government Information Quarterly  
In this article an e-gov service quality model (e-GovQual) is conceptualized and then a multiple-item scale for measuring e-gov service quality of governmental sites where citizens seek either information  ...  Citizen assessment is built on defining quality, identifying underlying dimensions, and conceptualizing measurements of these e-government services.  ...  Throughout this article we describe the development, refinement, psychometric evaluation, potential applications and limitations of a multiple-item scale (e-GovQual) for measuring e-government service  ... 
doi:10.1016/j.giq.2011.08.011 fatcat:drlbdwyyprfcxacxu7sd4faaym

A Study On Evaluation Of E-Government Service Quality

Nguyen Manh Hien
2014 Zenodo  
Finally, this study will suggest a key factor to evaluate e-government service quality better.  ...  This study also identified the dimensions of service quality, but focuses on a new concept and provides a new methodology in developing measurement scales of e-service quality such as information quality  ...  scale for e-service quality assessment.  ... 
doi:10.5281/zenodo.1336167 fatcat:c6jvnvzo4nebpkuqncmmdqjcea

Evaluating Citizen e-Satisfaction from e-Government Services: A Case of Pakistan

2016 European Scientific Journal  
Citizen satisfaction is a critical and decisive factor for persistent use of e-Government services as it can substantially impact on failure or success of e-Government projects.  ...  After extensive relevant literature review we formulated 7 hypotheses and distinguished 7 different determinants namely trust, accessibility, awareness of e-services, quality of e-services, computer anxiety  ...  of governmental websites a multiple-item scale where citizens quest service and information, is designed, over-refined, re-validated and tested.  ... 
doi:10.19044/esj.2016.v12n5p346 fatcat:7h6vjtkp75gzhljoeei42y35y4

Methodological Process for Evaluation of E-government Services base on the Federal Republic of Nigerian Citizen's E-government Services usage

Rabiu Ibrahim, Shadi M. S. Hilles, Shamsiyya Muhammad Adam, Yousef El-Ebiar
2016 Indian Journal of Science and Technology  
This paper has proposed the standard model for evaluating the e-government services particularly in the federal republic of Nigeria.  ...  e-government services.  ...  A major reason Methodological Process for Evaluation of E-government Services base on the Federal Republic of Nigerian Citizen's E-government Services usage concluded in this regard relates to shortcomings  ... 
doi:10.17485/ijst/2016/v9i28/87928 fatcat:quuy6waqzfajnpqhcpudnbhtna

COBRA framework to evaluate e-government services: A citizen-centric perspective

Ibrahim H. Osman, Abdel Latef Anouze, Zahir Irani, Baydaa Al-Ayoubi, Habin Lee, Asım Balcı, Tunç D. Medeni, Vishanth Weerakkody
2014 Government Information Quarterly  
Citation: Osman IH, Anouze AL, Irani Z et al (2014) COBRA framework to evaluate e-government services: A citizen-centric perspective. Government Information Quarterly. 31(2): 243-256.  ...  The results confirm the COBRA model as a useful tool for evaluating the success of e-government services from citizens' perspective.  ...  Acknowledgment This publication was made possible by a grant (PIAP-GA-2008-230658) from the European Union Framework Program7 and another grant (NPRP 09-1023-5-158) from the Qatar National Research Fund  ... 
doi:10.1016/j.giq.2013.10.009 fatcat:tjqkmf72qja2nhgawquvxvd6ym

E-Service Quality Evaluation on E-Government Website: Case Study BPJS Kesehatan Indonesia

A Rasyid, I Alfina
2017 Journal of Physics, Conference Series  
This research intends to develop a model to evaluate the quality of e-services on egovernment.  ...  The model is used to measure the quality of the e-registration of BPJS Kesehatan, an Indonesian government health insurance program.  ...  In [4] , e-GovQual, a multiple-item scale for assessing e-government service quality was proposed, while [5] modified an already existed model (SERVQUAL) to assess the quality of e-services in e-government  ... 
doi:10.1088/1742-6596/801/1/012036 fatcat:t2frmbgnsva5pl6sjdohpm7fua

Performance evaluation of e‐government services using balanced scorecard

Salah Alhyari, Moutaz Alazab, Sitalakshmi Venkatraman, Mamoun Alazab, Ammar Alazab
2013 Benchmarking : An International Journal  
Various dimensions of e-Government services were measured and a tool was proposed that would assess the quality dimensions of the e-Government services from a management perspective.  ...  A systematic study of the existing performance tools was carried out in establishing the basis for conceptualizing the Information Systems Balanced Scorecard.  ...  Acknowledgement We are grateful to the management of Kenya Revenue Authority for allowing us undertake this research in their organization.  ... 
doi:10.1108/bij-08-2011-0063 fatcat:qwb4nzz7qbctvgafkjouupeq7u

Analysing e-government service quality in Greece

Xenia Papadomichelaki, Gregoris Mentzas
2011 Electronic Government, an International Journal  
We propose a research model which posits four dimensions influential to e-government site quality -efficiency, trust, reliability, citizen support.  ...  Data was collected and analysed to gather information concerning the way Greek users interact with e-government.  ...  As a next step, a questionnaire based on these criteria has been designed to elicit and assess information on preferences of the citizens when evaluating e-government service and governmental websites.  ... 
doi:10.1504/eg.2011.042808 fatcat:3wfx4wvphvhnpiytf4bago2fyi

A Multiple-Item Scale for Assessing E-Government Service Quality [chapter]

Xenia Papadomichelaki, Gregoris Mentzas
2009 Lecture Notes in Computer Science  
In this article we conceptualise an egovernment service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality  ...  A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens' needs.  ...  Throughout this article we describe the development, refinement, psychometric evaluation, potential applications and limitations of a multiple-item scale for measuring e-government service quality (e-GovQual  ... 
doi:10.1007/978-3-642-03516-6_14 fatcat:dbh4ajdnhnckzkkjl7k5ifpiyq

Success of Government E-Service Delivery: Does Satisfaction Matter? [chapter]

Parmita Saha, Atanu Nath, Esmail Salehi-Sangari
2010 Lecture Notes in Computer Science  
We propose using citizen satisfaction as a measure of e-government success, as well as explore its relationships with e-government service quality.  ...  For measuring e-government success a well-founded theory is important which can help governments to improve their services and identify how effectively public money is spent.  ...  Parasuraman et al. (2005) developed an e-core service quality scale (E-S-QUAL) for examining Web site service quality in which 22 item scales were developed covering four dimensions to measure the service  ... 
doi:10.1007/978-3-642-14799-9_18 fatcat:w4u347usyne6vnwhbxsc76ew64

E‐service quality model for Indian government portals: citizens' perspective

Debjani Bhattacharya, Umesh Gulla, M.P. Gupta
2012 Journal of Enterprise Information Management  
Thus usefulness of information is not a strong determining factor for assessing e-service quality in the current status of Indian e-government.  ...  As mentioned before, we have not used any predefined scale in particular in our study; rather we have tried to devise a scale to appositely assess user perceived e-service quality of Indian government  ... 
doi:10.1108/17410391211224408 fatcat:z5rqxfo4ybepnbo6zahgyk46xu

Classification and synthesis of quality approaches in e‐government services

Christos Halaris, Babis Magoutas, Xenia Papadomichelaki, Gregoris Mentzas
2007 Internet Research  
of a quality model for e-government services.  ...  Originality/value -The results of the work presented in this paper form the basis for the development of a quality model for e-government services.  ...  Research reported in this paper has been partially financed by the European Commission in the Information Society Technologies (IST) project FIT (Fostering self-adaptive e-government service improvement  ... 
doi:10.1108/10662240710828058 fatcat:ak5lyrl6nfcqvj4edw77f55q6m

Modelling Customer'S Attitude Towards E-Government Services

Norazah Mohd Suki, T Ramayah
2011 Zenodo  
The setup of the e-Government services will be compatible with the way users work and are more likely to adopt e-Government services owing to their familiarity with the Internet for various official, personal  ...  The results demonstrated that e- Government services acceptance can be explained in terms of compatibility and attitude towards e-Government services.  ...  For governmental agencies responsible for developing implementation strategies for e-Government services, this study provides several recommendations.  ... 
doi:10.5281/zenodo.1328553 fatcat:l4wstrthqzgzzlq2a5umqsfmqa

Considering business perception in assessing e-service quality in the Jordanian government

Wesam Alabdallat, Omar Alhawari
2021 Management Science Letters  
Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study.  ...  Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector.  ...  To address the importance of evaluating quality of e-government service, Parasuraman et al., (1988) presented a model for service quality consisting of 97 items allocated to ten dimensions which later  ... 
doi:10.5267/j.msl.2020.12.013 fatcat:mxbltb5ttndsfbymhnrwdkz6di

E-Governance for Improved Public Service Delivery in Fiji

Rafia NAZ
2009 Journal of Service Science and Management  
The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality.  ...  Strong leadership is required to implement e-governance to capture and internalize the benefits of quality services and satisfied customers.  ...  This hypothesis was developed to evaluate whether e-governance is positively related to quality and service improvements.  ... 
doi:10.4236/jssm.2009.23023 fatcat:q72ismdo2fchjlm3ewopsuk7bi
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