A Multiple-Item Scale for Assessing E-Government Service Quality

Authors:
Xenia Papadomichelaki;Gregoris Mentzas
Affiliations:
Information Management Unit, Institute of Communication and Computer Systems School of Electrical & Computer Engineering, National Technical University of Athens, Zografou, Athens, Greece 157 80;Information Management Unit, Institute of Communication and Computer Systems School of Electrical & Computer Engineering, National Technical University of Athens, Zografou, Athens, Greece 157 80
Venue:
EGOV '09 Proceedings of the 8th International Conference on Electronic Government
Year:
2009

Citing 8
Cited 2

Multivariate data analysis (4th ed.): with readings

Multivariate data analysis (4th ed.): with readings
Developing and validating an instrument for measuring user-perceived web quality

Information and Management
Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions

HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Development and validation of an instrument to measure user perceived service quality of information presenting web portals

Information and Management
Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveler Information Systems (ATIS)

HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 04
Data triangulation and web quality metrics: a case study in e-government

Information and Management
Trust and TAM in online shopping: an integrated model

MIS Quarterly
Applying evaluation criteria to New Zealand government websites

International Journal of Information Management: The Journal for Information Professionals

La perception de la qualité des services e-gouvernementaux: vers des interfaces adaptatives prenant en compte des typologies d'utilisateurs

Proceedings of the Ergonomie et Informatique Avancee Conference
Structural equation modeling for evaluating the public value of service delivery through e-government: a case study from Sri Lanka

WISM'11 Proceedings of the 2011 international conference on Web information systems and mining - Volume Part I

Quantified Score

Hi-index	0.00

Visualization

Abstract

A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.