Conceptual model for measuring e-government service quality

Abstract

Quality of e-service is an imperative aspect to the success of e-government. The concept of e-government service quality has rapidly emerged due to its importance and the need of understanding it in order to improve current and future e-government implementation. The research on e-government service quality is one of the current issues nowadays since the world moves toward advanced communication and information technology era. This paper presents a conceptual model for measuring e-government service quality as well as for determining the relationship between e-government service quality dimensions and user satisfaction and trust. For measuring quality of e-government service, eleven stream dimensions of this proposed model are identified from the review of state-of-the-art literature in this field. Eleven dimensions are including efficiency, system availability, privacy, fulfillment, interactivity, personalization, format, information, responsiveness, contact and process time. The outcome of this paper may create awareness among e-service managers to give more consideration to e-government service quality, and assist them to improve e-service performance and effectiveness.