eGovernment service quality assessed through the public value lens

Authors:
Khayri Omar;Helana Scheepers;Rosemary Stockdale
Affiliations:
Faculty of Information and Communication Technologies, Swinburne University, Victoria, Australia;Faculty of Information and Communication Technologies, Swinburne University, Victoria, Australia;Faculty of Information and Communication Technologies, Swinburne University, Victoria, Australia
Venue:
EGOV'11 Proceedings of the 10th IFIP WG 8.5 international conference on Electronic government
Year:
2011

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Abstract

This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-service quality to support the examination of e-government service quality from the citizens' viewpoint. An exploration of the literature on public value, e-service quality, and e-government indicates that the creation of public value is highly dependent on the level of quality of a service delivered by a public organization. The framework draws together the elements of public value as determined by Moore [1] and Kelly [2], and quality dimensions from the updated IS success model by DeLone and McLean [3].