Potential dimensions for a local e-Government services quality model

Sá, Filipe; Rocha, Álvaro; Cota, Manuel Pérez

doi:10.1016/j.tele.2015.08.005

Cited by 85 publications

(40 citation statements)

References 13 publications

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“…From typical services by crewed setup to online websites or e-portals and then to self-serving automatic machine, all frames are engulfed by the scales for gauging service quality. Literature pertained validity of such models (S. Janita & Miranda, 2018;Palese & Usai, 2018;Sá a, Roch, & Cota, 2016;Sepasgozar et al, 2018;Shahid Iqbal, Ul Hassan, & Habibah, 2018). The IoT is an interconnected setup of electronic things entailing various devices motorized or digitized base, humans or animals that are categorized through distinct identification pattern, the UIDs, to communicate the information throughout system (Rouse, 2016).…”

Section: Iot-servqualmentioning

confidence: 99%

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Hizam¹,

Ahmed²

2019

IJFR

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Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users' perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users' leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers' quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.

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Section: Iot-servqualmentioning

confidence: 99%

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Hizam¹,

Ahmed²

2019

IJFR

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“…For instance, Nayek (2018) evaluated metadata quality of six national OGD sites, whereas Kubler and their colleagues (Kubler, Robert, Neumaier, Umbrich, & Le Traon, 2018) established an Analytic Hierarchy Process (AHP) for comparing and ranking sites for the quality of their metadata from a usercentered perspective. In addition, there are notable studies that compared the content and features of US municipal OGD sites (Thorsby et al, 2016), developed 30 criteria for evaluating e-government services (Sá, Rocha, & Pérez Cota, 2016), created a framework for measuring OGD quality and applied it to two Italian datasets (Vetro et al, 2016), evaluated the effectiveness of platforms for promoting transparency (Lourenço, 2015), and presented (but did not apply) a framework to measure the overall quality of national OGD sites (Ubaldi, 2013).…”

Section: Evaluating Ogd Platformsmentioning

confidence: 99%

U.S. state and state capital open government data (OGD): A content examination and heuristic evaluation of data processing capabilities of OGD sites

Tang

Gregg

Hirsh

et al. 2019

Proceedings of the Association for Information Science and Tech

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This paper reports the results of a multi‐phased investigation into Open Government Data (OGD) sites in the United States. Upon searching and examining OGD sites by state and state capital, we outlined current OGD practice in the US. An inventory of data processing capabilities of 50 OGD sites uncovered the most frequently occurring data categories, search and filter options, raw datasets, data visualization displays, data extraction formats, interactive and map tools, and help functions provided through the OGD sites. Heuristic evaluation of 15 sites containing “Transportation” datasets revealed that main usability problems were violations to the principles of “Flexibility and Efficiency of Use,” “Help and Documentation,” and “Help users to recognize, diagnose and recover from errors.” Findings suggest that in order to sustain and achieve a good usage of OGD sites, a significantly better understanding of user populations, their data needs, and their data literacy levels is needed.

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“…These statements accentuate that effective leadership has a great chances for enhancement of municipal awareness together with citizen satisfaction for service delivery process in local government administration [24,25,81]. Adjustment on the ways in which governments are conducting affairs of the local government service delivery to the ever-changing demands of local community as well as to address the inequalities of the past decades administration [68,83,91].…”

Section: Introductionmentioning

confidence: 99%

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

Bello

Kasim

Razali

et al. 2018

PoS

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Abstract. This research study critically analysed the existing literature on municipal awareness relevancy of Municipal councils' service delivery for the purpose of enhancing citizen satisfaction. The purpose of the study is the investigation of citizen satisfaction level of municipal services. Analysis of the existing literature on the relationship between municipal awareness and citizen satisfaction. The Material and methods were carried out using secondary data and were meticulously and critically analysed to come up with reliable results. The study shows the relevancy of the public awareness, citizen satisfaction and municipal council performance in Malaysia. It is evident in the research that citizen consent is important before municipal services should be provided in the local community. The research study highlighted many discrepancies in many kinds of literature related to the existing research study, the evidence-based analysis was carried out to buttress importance and significance of the related study to the research work. The literature was reviewed to ascertain the current happening in the area of local government service delivery. The study shows that many municipal councils in Malaysia provide adequate and satisfactory services to their citizens'. The study also revealed that municipal council plays an important role in citizen awareness of municipal service delivery. The study concludes that municipal service delivery can be enhanced through citizen awareness campaign, to sensitise the local community on various aspects of service delivery including maintenance of the facilities provided. The study also concludes that Municipal councils lack awareness section affects their performance in service delivery process. The study recommends that Municipal councils officials need to be consulted the citizen for their needs and wants; awareness campaign needs to be regularly carried out to maintain cordial relationship between Municipal councils and their citizen; it is also recommended that municipal services should be delivered the needed services by the local inhabitants' after duly consultation.

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Potential dimensions for a local e-Government services quality model

Cited by 85 publications

References 13 publications

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

U.S. state and state capital open government data (OGD): A content examination and heuristic evaluation of data processing capabilities of OGD sites

Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia

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