E-government Service Quality Research Articles

Online Service Quality of State Organizations: A Study of Online Services of Ghana Revenue Authority

The study examines the impact of e-government service quality (e-gov SQ) on user satisfaction (US) and perceived public value (PV). Structural equation modeling was employed to investigate the relationships between e-gov SQ, US, and PV. Five dimensions of e-gov SQ, namely efficiency, ease of completion, system availability, contact, and convenience were found to be significant and positive drivers of US. Again, the impact of five e-gov SQ dimensions namely efficiency, system availability, privacy and security, contact, and trust on PV were found to be significant. In addition, the study found that US mediates the relationship between all seven e-gov SQ dimensions and PV. For policy purposes, we recommend that state enterprises should invest more in improving e-gov SQ to drive US and PV and ultimately enhance the performance of state institutions. The findings reinforce the literature on the positive influence of e-gov SQ on US and PV.

Measuring the service quality of governmental sites: Development and validation of the e-Government service quality (EGSQUAL) scale

The quality of government websites and electronic services is an important predictor of their effective use by citizens. It is also a major concern of public managers. This article advances a new multi-dimensional scale of Electronic Government Service Quality (EGSQUAL), a 21-item scale that measures users’ perceptions about the service quality of government websites. The scale was first developed using experts’ input and validated on two samples comprising 545 and 1015 Canadian citizens. Next, the scale’s nomological validity was assessed in a study involving 351 users of the www.usa.gov and www.ny.gov websites. The results show that the EGSQUAL scale has very good psychometric properties and that the latent multi-dimensional construct of electronic government service quality can be reliably captured by seven dimensions: (1) interactivity & personalization, (2) information quality, (3) quality of assistance, (4) ease of use, (5) website functionality (6) privacy & security, and (7) aesthetics. The theoretical and managerial implications of the developed scale are discussed.

E-Government Service Quality

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

Drivers of egovernment adoption amidst COVID-19 pandemic: The Information Adoption Model (IAM) approach

The study scrutinized the behavioral adoption of informational e-government services among Chinese citizens in the midst of the COVID-19 pandemic. A structural equation modeling (SEM) technique was applied for the data analysis using Smart PLS 3.0 statistical software. The results show that information quality, information credibility, and ease of COVID-19 informational e-government services are significant in determining citizens’ perception of the usefulness of COVID-19 information shared on e-government platforms. Also, the study revealed that the perceived usefulness of COVID-19 informational e-government services was significant in predicting citizens’ intention to adopt and recommend COVID-19 informational e-government services. The theoretical and practical implications of these findings are interrogated further.

Predicting Customers Use of Electronic Government Services in Nigeria

This study examined how customers’ use of electronic government services in Nigeria were being predicted by supply- and demand-side variables such as; ICT deployment, customer readiness, perceived quality of e-government services, perceived satisfaction with e-government services, web readiness, and web presence quality. The results showed that for business organizations, only web presence quality of government websites, perceived satisfaction with the use of e-government services, and perceived quality of e-government services had predictive relationships with the use of e-government services. For the citizens, all the independent variables significantly predicted the use of e-government services, although ICT deployment predicted negatively citizens’ use of e-government services. The study recommends among others that government agencies should deploy e-government services and channels that will improve the satisfaction to customers rather than providing only sophisticated services.

Research on the Impact of Big Data Capabilities on Government’s Smart Service Performance: Empirical Evidence From China

The government of China seeks to improve e-government service quality and build a service-oriented government that citizens find satisfactory. To this end, big data is being used as a new tool of government service innovation. However, there is a lack of research on how big data affects the performance of government smart services. This article explores the influence mechanisms of government big data capabilities on the performance of smart service provision, utilizing the carding analysis of relevant literature, published both in China and abroad. To this end, a structural equation model was constructed. Using data from 289 valid questionnaires in Jiangsu, Shandong, Zhejiang, and other provinces and cities in China, the study tests internal mechanisms of big data capabilities and its effect on smart service performance. Following a new definition of government big data capability, the paper divides the capability into three dimensions: big data system capability, big data human capability and big data management capability. The main conclusions are as follows: (1) Big data management capability has a significant positive impact on big data human capability and big data system capability. (2) Big data system capability has a significant positive impact on big data human capability. (3) Big data system capability and big data management capability have a significant positive effect on smart service performance. (4) The impact of big data human capability on smart service performance is not however significant enough to bring about the improvements which the government seeks.

Considering business perception in assessing e-service quality in the Jordanian government

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

E-Government During the Pandemic: Maturity Assessment of the Provincial And Regency/City Website in West Sumatra

E-government uses information technology to change government relations with citizens, the private sector, and other institutions. The importance of identifying e-government performance cannot be separated from the use of the website. Thus, assessing the website quality is very important as it helps determine the quality of e-government services and improve service processes. In almost two years of implementing e-government in West Sumatra, there has been no evaluation of the provincial and district/city government websites, which are the primary tools for implementing e-government today. In the Covid-19 pandemic period, the website's role has become more critical as a means for the public to get the latest information regarding developments in handling the pandemic. This study focuses on assessing and evaluating the level of maturity (maturity assessment) of the provincial and district/city government websites in implementing e-government and its relationship in response to the Covid-19 pandemic. Forty websites were assessed for their e-government maturity in this study. The website consists of 19 district/city websites, one provincial webpage, and 20 websites for handling Covid-19 for each district/city and province. The maturity assessment was measured using the United Nations (UN) e-government maturity model. This study found that government websites are still at stage 1 and stage 2 maturity models. Meanwhile, the Covid-19 handling website is on stage1. It is hoped that the government in West Sumatra will pay more attention to improving e-government through websites in the current pandemic era.

Enhancing Citizen Satisfaction Through Service Quality of E-Government in Thailand: Mediating Roles of Perceived Ease of Use and Usefulness

The aim of the study was to know the impact of service quality of E-Government (EG) on citizen satisfaction (CS). The aim was also to know the mediating roles of Perceived Usefulness of E-Government (PUEG). This study was conducted in Thailand. Out of the total 298 respondents of this research, 124 respondents were male, and 174 respondents were females, which means that majority of the respondents were females. Out of the total 298 respondents of this research, 23 of the respondents had completed their graduation, 143 respondents had completed their post-graduation, 122 respondents had completed their masters and ten respondents had other degrees. It has shown that how the perceived usefulness has helped the E-Government in different ways to be a part of the innovation and bringing new variations to the system. This can only be seen in effectiveness and cooperation of the general public which is a must for any system to run properly. The mediating role has added value and content to Citizenship and user satisfaction to the system. The ongoing processes of E-Government has gained vital interest of the general public which are ready to invest in self grooming so that they can be a part of online system introduced by the state.

The role of gender on modifying the relationship between service quality and eternal acceptance of e-government

The role of service quality in the acceptance of e-government applications is very important. Previous studies have shown that the quality of services affects the acceptance of e-government applications positively. In this study, the researcher examined the relationship between the quality of service and the acceptance of e-government applications and studied gender roles in modifying the relationship. The findings from the analysis of 543 respondents using smartPLS show that there is a positive relationship between service quality and e-government acceptance (β = 0.40, p < 0.01) thus explaining a total of 13% variance. However, the role of gender as moderator in this study are not supported. The findings are crucial for the purpose of improving e-government implementation

E-Government Service Quality Using E-GovQual Dimensions Case Study Ministry of Law and Human Rights DIY

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and others administrative services. All of these services cannot be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study include quantitative research involving a number of respondents for the survey. This research question based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-Govqual to measure the level of importance and level of performance of each e-Govqual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, continuing to work well, low priority, and possibly overdoing it) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality.

Evaluation of e-Government Service Quality Using e-GovQual Dimensions Case Study Regional Office Ministry of Law and Human Rights DIY

Regional Office of the Ministry of Law and Human Rights DIY organizes a variety of public services using information technology, including correctional services, immigration services, general legal administration services, intellectual property services, communication services, data and information services, and other administrative services. None of these services can be separated from the role of information technology to provide services that are fast, cheap, effective and reliable to the public. This study was conducted to assess the quality Ministry of Law and Human Rights DIY e-Government service using e-GovQual dimensional framework as a best practice. This study includes quantitative research involving a number of respondents for the survey. Research questions are based on the dimensions of e-Govqual and represent the attributes of each dimension of e-GovQual to assess the quality of Ministry of Law and Human Rights DIY e-Government service. The question must pass the validation test using Cronbach’s α. The processing of data using confirmatory factor analysis to obtain the main factors that affect each of the dimensions of e-GovQual. The Importance Performance Analysis (IPA) method helps e-GovQual to measure the level of importance and level of performance of each e-GovQual attribute by classifying it in the Cartesian quadrants, which can help ensure the quality of e-Government services according to the needs and expectations of citizens as service user. Values in IPA (concentrating here, keeping up the good work, low priority, and possible overkill) will be the value of quality e-Government services. The results of this study are expected to give priority as a recommendation for Information and Communication Technology to the development of e-Government services in order to improve service quality.

Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality

The quality of e-government services plays a vital role in the effective interaction of users/citizens with e-government portals, and it also improves governments' efficiency and responsiveness as per users' expectations. The objective of this study is to develop an instrument to measure perceived e-government service quality by applying a three-steps approach for models validation; conceptualization, design, and normalization; it was validated with Oman e-government service users. In this article, eight main quality dimensions were studied and validated (personalization, usability, performance, web design, security, citizen involvement, satisfaction, and loyalty). The reported results emphasized the varying importance of all eight quality instruments, in addition to the higher impact of web design and security on e-government services in the context of the Oman e-government.

Analisis Kualitas Layanan E-Government dengan Pendekatan E-GovQual Modifikasi

E-Government Quality (E-GovQual) is a method for measuring the quality of electronic-based information systems in providing services to the public. The Modified E-GovQual Approach uses the overall assessment of the SIMSARPRAS website (Infrastructure Management Information System) based on the user's perception of the SIMSARPRAS website, so that the analysis of service quality becomes more accurate and precise in its assessment. Overall assessment of the E-GovQual Modification approach aims to determine the quality of service based on the level of influence of the 6 independent variables of E-GovQual, namely the ease of use, trust variable, function variable and form interaction (functionality of the interaction environment), variable reliability (reliability), variable content and display information (content and appearance of information) and supporting variables (citizen support) to the dependent variable, namely user satisfaction. This study uses the modified E-GovQual method by conducting validity, reliability testing, multiple linear regression analysis, t test and F test on the results of the questionnaire on 500 respondents, with 6 independent variables and 1 dependent variable. The results obtained in this study note that the quality of SIMSARPRAS website services has an effect of 61.7% on user satisfaction, and the correlation coefficient value is 78.5%. With these results, it was concluded that the SIMSARPRAS website has good service quality as an application that performs public services, and there is a strong relationship between the quality of E-Government services and the satisfaction of E-Government users. The results of this study also become a reference or evaluation material to the Ministry of Religion as the owner of the SIMSARPRAS website and can also be used as a reference for similar research.

Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China

Citizens’ low continuous-use intention has become a great challenge for the development of e-government in China. This study has developed a chain model of e-government service quality, perceived value, and citizens’ continuous-use intention to explain the relationship between government website service quality and perceived value, as well as how that relationship influences citizens’ reuse intention. Using data collected from a survey of 1,650 citizen users living in one direct-controlled municipality and four high-population cities in China, this study verifies the components of e-government service quality through partial least squares (PLS) analysis and then tests the proposed concept model using structural equation modeling. The results reveal that the concept of e-government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and citizens’ continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction.

Adoption of e-Governance

PurposeThis study aims to investigate India’s poor performance in the overall implementation of e-Governance despite significant improvements in the quality and scope of e-Government services in the country.Design/methodology/approachThe study proposes a conceptual model based on four hypotheses that are tested using the structural equation modeling technique. Based on the results obtained, the conceptual model is suitably modified.FindingsThe major finding of the study is that “English proficiency” and “digital divide” sequentially mediate the relationship between “service quality” and the “willingness to adopt e-Governance” in India.Research limitations/implicationsThe conceptual model emerging from the study adds to the literature on e-Governance service quality and adoption. However, a longitudinal or experimental study may provide more insights into the context.Practical implicationsPrimarily, this study would interest agencies involved in developing and delivering e-Governance services. Besides, the findings may be useful for the “big data companies” that are interested in gaining direct access to the last-mile users of developing countries.Social implicationsThe study intends to provide directions to policymakers on improving access to e-Governance services for the people who are deprived of the benefits of such services.Originality/valueThis is the first study to incorporate both English proficiency and digital divide in a single conceptual model in the literature related to the relationship between service quality and the willingness to adopt e-Governance.

Examining the impact of e-government service process on user satisfaction

PurposeA government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction.Design/methodology/approachThis study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses.FindingsThe findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction.Research limitations/implicationsThe sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research.Practical implicationsThe research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user.Originality/valueE-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

A Review in E-Government Service Quality Measurement

&lt;span lang="EN-US"&gt;Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens’ perception that is difficult to be realized and measured. This paper aims to review scales measurement of e- government services quality that providing an evaluating scale based on defining the significant e- service quality dimensions. These dimensions cover important e-services requirements to enhance e-service quality.&lt;/span&gt;

Local e-Government Services Quality Aspects and Citizen Usage Preferences

Due to the extensive global development of Information and Communication Technology, a growing number of public administrations around the world increasingly provide their services electronically rather than in the traditional way. Some countries have already high maturity levels regarding their local e-Government Services. However, efficient e-Government service provision is globally still in its early stages considering a high e-Service quality involving user-oriented e-Services. Despite practical significance, the exploration of quality aspects of e-Government service offers and understanding user preferences is a rarely considered research issue. Therefore, the present explorative investigation carries out a citizen survey interrogating city portal users about their preferences toward the future use of specific e-Government Services, preferences regarding the importance of public service delivery through e-Government, and aspects indicating performance and quality fulfilment. Finally, the study aims at providing implications to public administration officers, so that they can efficiently manage their city portals.

E-Government Service Quality Based on E-GovQual Approach Case Study in West Sumatera Province

This study aims to evaluate e-Government service quality especially in West Sumatera, Indonesia. The reason why the study conducted is that the difficulty obtaining available and accurate data from the Indonesian citizen regarding the implementation of e-government. The method used in this study is survey based on the e-GovQual questionnaire distributed to total 247 respondents to find out their perception of all the services provided by the e-Government website. The results showed that in general, the citizens agreed that quality of e-Government service provided by the government of West Sumatera province is good enough and meet their expectation regarding efficient, trust, reliability, citizen support, content & appearance of information, and functionality of interactive environment. However, e-Government service quality requires improvement due to the results obtained were still at a moderate level.