The Analytic Hierarchy Process--An Exposition
Operations Research
Selection of web sites for online advertising using the AHP
Information and Management
Data triangulation and web quality metrics: a case study in e-government
Information and Management
Journal of the American Society for Information Science and Technology
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
Challenges and issues in e-government project assessment
Proceedings of the 1st international conference on Theory and practice of electronic governance
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The emergence of e-Government in developing countries has led to the discovery of many innovative ways of public service delivery to citizens and businesses. India has chosen the common service center based service delivery model, where multiple services from single or multiple government agencies can be obtained in one location. However, the assessment quality of service at these centers, especially in comparison to the quality of service delivery under manually run operations has not been addressed in literature. In this paper, the authors propose and demonstrate a method to evaluate the quality of service at common service centers by exploring the case of an urban local body in India. Specifically, the paper uses the Analytic Hierarchy Method to assess quality improvements and discusses the implications for public managers.