The information system as a competitive weapon
Communications of the ACM - Special section on management of information systems
International Journal of Man-Machine Studies
Adoption intention in GSS: relative importance of beliefs
ACM SIGMIS Database - Special double issue: diffusion of technological innovation
Issues and opinion on structural equation modeling
MIS Quarterly
Structuring time and task in electronic brainstorming
MIS Quarterly - Special issue on intensive research in information systems
Extending the technology acceptance model: the influence of perceived user resources
ACM SIGMIS Database - Special issue on adoption, diffusion, and infusion of IT
Quantitative Data Analysis for Social Scientists
Quantitative Data Analysis for Social Scientists
Information Systems Research
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Internet Use, Transparency, and Interactivity Effects on Trust in Government
HICSS '03 Proceedings of the 36th Annual Hawaii International Conference on System Sciences (HICSS'03) - Track 5 - Volume 5
Goal-Oriented Requirements Engineering: A Guided Tour
RE '01 Proceedings of the Fifth IEEE International Symposium on Requirements Engineering
European Journal of Information Systems - Managing e-business transformation
Evaluating e-commerce functionality with a focus on customer service
Communications of the ACM - Voting systems
A Theoretical Integration of User Satisfaction and Technology Acceptance
Information Systems Research
HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 04
Using Multivariate Statistics (5th Edition)
Using Multivariate Statistics (5th Edition)
Customer relationship management (CRM) in e-government: a relational perspective
Decision Support Systems
Data triangulation and web quality metrics: a case study in e-government
Information and Management
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
The Journal of Strategic Information Systems
Adoption of ICT in a government organization in a developing country: An empirical study
The Journal of Strategic Information Systems
The Journal of Strategic Information Systems
Trust and risk in e-government adoption
The Journal of Strategic Information Systems
Interoperability of E-Government Information Systems: Issues of Identification and Data Sharing
Journal of Management Information Systems
Trust and Electronic Government Success: An Empirical Study
Journal of Management Information Systems
The nature of theory in information systems
MIS Quarterly
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Despite extensive deliberations in contemporary literature, the design of citizen-centric e-government websites remains an unresolved theoretical and pragmatic conundrum. Operationalizing e-government service quality to investigate and improve the design of e-government websites has been a much sought-after objective. Yet, there is a lack of actionable guidance on how to develop e-government websites that exhibit high levels of service quality. Drawing from marketing literature, we undertake a goal approach to this problem by delineating e-government service quality into aspects of IT-mediated service content and service delivery. Whereas service content describes the functions available on an e-government website that assist citizens in completing their transactional goals, service delivery defines the manner by which these functions are made accessible via the web interface as a delivery channel. We construct and empirically test a research model that depicts a comprehensive collection of web-enabled service content functions and delivery dimensions desirable by citizens. Empirical findings from an online survey of 647 respondents attest to the value of distinguishing between service content functions and delivery dimensions in designing e-government websites. Both service content and delivery are found to be significant contributors to achieving e-government service quality. These IT-mediated service content functions and delivery dimensions represent core areas of e-government website design where the application of technology makes a difference, especially when considered in tandem with the type of transactional activity. A split sample analysis of the data further demonstrates our model's robustness when applied to e-government transactions of varying frequency.