An E-Services Success Measurement Framework

Abstract

The introduction of e-service solutions within the public sector has primarily been concerned with moving away from traditional information monopolies and hierarchies. E-service aims at increasing the convenience and accessibility of government services and information to citizens. Providing services to the public through the Web may lead to faster and more convenient access to government services with fewer errors. It also means that governmental units may realize increased efficiencies, cost reductions, and potentially better customer service. The main objectives of this work are to study and identify the success criteria of e-service delivery and to propose a comprehensive, multidimensional framework of e-services success. To examine the validity of the proposed framework, a sample of 200 e-service users were asked to assess their perspectives towards e-service delivery in some Egyptian organizations. The results showed that the proposed framework is applicable and implementable in the e- services evaluation; it also shows that the proposed framework may assist decision makers and e-service system designers to consider different criteria and measures before committing to a particular choice of e-service or to evaluate any existing e-service system. Index Terms—IS success model, e-services success model, e-services success measurement framework.