Service Quality between e-Government Users and Administrators

Sung, Yu-Hsieh; Liu, Su-Houn; Liao, Hsiu-Li; Liu, Ching-Min

doi:10.3233/iwa-2009-0194

Cited by 19 publications

(14 citation statements)

References 22 publications

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“…While first two phases do not have much scope for citizen participation, the transaction phase and integration phase can provide a platform for citizen to interact with government officials and express their views on prevailing systems. Sung et al (2009) perform a gap analysis of users' own perception of service quality and government administrators' perception of user perceived service quality which exhibits considerable lacunae between both the percepts. In another study Jones et al (2007) argue that government organizations must include social and management aspects in e-Government evaluation model to improve understanding of e-Government impact.…”

Section: Jeim 253mentioning

confidence: 99%

E‐service quality model for Indian government portals: citizens' perspective

Bhattacharya

Gulla

Gupta

2012

Journal of Enterprise Information Management

115

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Purpose-E-government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e-service quality of web-based services used in government. This study is conducted to propose a multi item scale for assessing the e-service quality of government portals involving transactions. Design/methodology/approach-Factors influencing the e-service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e-government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e-services. Findings-Seven constructs-i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information-were identified from the analyses, which can be used to assess the demand side service quality of government portals. Practical implications-Despite a well-structured, national-level plan on e-government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology-enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e-government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice. Originality/value-The paper is original and a research study. It provides an understanding of citizens' perceived quality of e-services and adoption behavior within the framework of the web-based environment of government services.

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Section: Jeim 253mentioning

confidence: 99%

E‐service quality model for Indian government portals: citizens' perspective

Bhattacharya

Gulla

Gupta

2012

Journal of Enterprise Information Management

115

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“…There are several specific country studies of e-government service quality using various assessment models. Rotchanakitumnuai (2008) studied Thai taxpayers' perceptions of their experiences filing income tax returns, and Sung et al (2009) examined the quality divide of perceptual differences between the users and administrators of the Taiwan egovernment portal. However, the Sung study was based on the SERVQAL scale, developed for the traditional market environment.…”

Section: Quality Of E-government Servicesmentioning

confidence: 99%

“…Furthermore, a review of the literature shows that the majority of models that have been developed in e-government service quality were adopted from e-commerce domain (e.g. (Barnes and Vidgen 2003;Jun et al 2009;Papadomichelaki and Mentzas 2009;Sung et al 2009;Bhattacharya et al 2012) ). Although literature review is helpful method to identify possible dimensions and items of e-service quality, the constraint of this method is that it can only identify the current dimensions and items.…”

Section: Phase4: Transformationmentioning

confidence: 99%

E‐Government Service Quality: A Qualitative Evaluation in the Case of Saudi Arabia

Alanezi

Mahmood

Basri

2012

E J Info Sys Dev Countries

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Government website services comprise awareness programs for their citizens and others, information distribution, and perhaps data collection, online enquiries, and submissions for regulatory or funding purposes. Quality of service is fundamental to public acceptance and use of e-government websites, although this aspect is frequently overlooked during the design and implementation stages of online public services. Besides transparency, ease of navigation and comprehensive information, these websites require adequate monitoring resources, including targets for responses and reports. The intention of this study is to contribute to the development of e-government services, and to raise awareness of user attitudes to public websites among researchers, government administrators and service providers, especially in the context of Saudi Arabia. This study explores dimensions that contribute to e-government service quality, or have the capacity to detract from website support. A qualitative approach through individual interviews was taken that explored four categories of service quality: the system function category included ease of use, and system availability; and the content category included three dimensions: format, information, and personalization. Further, the procedural category comprised privacy and security, credibility, interactivity, and processing time; the citizen support category included responsiveness and contact dimensions. Development of an appropriate quantitative model and instrument is planned to facilitate research into the relationships among the e-government service quality dimensions and user satisfaction and user trust. Further, it is planned to research various environments and contexts to provide cross-cultural comparisons to understand e-government's user behaviors.

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“…However, these studies are almost exclusively confirmatory (Thompson et al, 2005;Sung et al, 2009;Chen, 2010;Karunasena and Deng, 2012). Since they deal largely with user acceptance and perceived quality, they do not conduct an examination differentiated by service and thus through which innovative services could be identified.…”

Section: E-government In a Theoretic Contextmentioning

confidence: 99%

Local level E-government in international comparison

Wirtz

Nitzsche

2013

jpag

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In recent years the importance of E-government has, both in literature and in practice, steadily increased. In particular, the use of local E-government has attracted more and more interest and attention. Local E-government portals are often the first point of contact between the citizen and the E-government, providing a wide range of services. In international comparison, however, significant differences can be observed in terms of the extent and level of development of E-government services. This article, therefore, examines the breadth and depth of local E-government services based on a comparative case study and highlights recent trends. The cases represent the world's leading E-government portals of the cities or city-states of New York, Hong Kong and Singapore. It turns out that there exists a significant implementation gap both between the different case studies but also in the different categories of municipal services. In addition, the growing importance of Web 2.0 services in E-government is confirmed and illustrated by the three portals considered in this study.

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Service Quality between e-Government Users and Administrators

Cited by 19 publications

References 22 publications

E‐service quality model for Indian government portals: citizens' perspective

E‐service quality model for Indian government portals: citizens' perspective

E‐Government Service Quality: A Qualitative Evaluation in the Case of Saudi Arabia

Local level E-government in international comparison

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