Evaluation of the quality of E-government services: Quality trend analysis

Abstract

The immense improvement in information and communications technologies (ICT) has motivated service providers to offer services through electronic channels. Governments also realize the widespread, cost-effective and strategic roles that ICT plays in order to serve citizens and other businesses. With the development of a greater number and variety of e-services, citizens have higher expectations and demands and they only quest for those government e-services that are high in quality (i.e. as far as performance, security, availability, etc. are concerned). Although some studies have proposed some quality models, standards and frameworks that organizations can adopt to meet the expectations of citizens, they vary in terms of their domain of use, their maturity in providing the services, the number of factors they consider, their importance and their validity. One of the concern of the Egovernments are to prioritize and invest in those quality factors that are of greater interest to citizens. This study presents a quality trend analysis for the evaluation of the quality of egovernment services.

How to improve public administration services in digital world

“…People can go to the government system. The trend observed today is the increasing application of technology used by the government in serving the community, so functioning democratic values have considerably influenced community satisfaction in getting their services from the government (AlBalushi & Ali, 2015). On the other hand, technology has also made it easier for the public to participate in development in an era that is all-media compared to the past; the advantages of various digital media platforms, of course, cannot do this anymore.…”

Verticals in 5G MEC-Use Cases and Security Challenges

“…Another type which is very often associated in the literature with the Authority sector is e-government. Its evolution rate is very high nowadays, and users can sort out more and more cases remotely [161]. All these operations are possible because the information is shared between multiple systems.…”

E‐government implementation and monitoring: The case of Rwanda's ‘one‐stop’ E‐government

“…This is also referred to as “system technical performance,” which can be measured, for example, in terms of reliability and security (Halaris et al, ). According to AlBalushi and Ali (), efficiency, accuracy, response time, fault tolerance, recovery, stability, security, privacy, and trust are measures of system technical performance.…”

“…This quality construct is exemplified as the usability and interface quality aspects (Halaris et al, ) of a website for service provision. Ease of use, design, visual appeal, emotional appeal, convenience, understandability, learnability, enjoyment, assurance, and customization are examples of measures of site quality (Albalushi & Ali, ).…”