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

Balushi, Taisira Al; Ali, Saqib

doi:10.4018/ijegr.2020010103

Cited by 7 publications

(2 citation statements)

References 53 publications

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“…The security of e-government services is recognized as a significant factor in the perceived E-SQ (Al-Busaidi et al , 2016; Chiravuri and Al Ahmed, 2016; Al Balushi and Ali, 2020; Al-Zahrani, 2020). However, despite the availability of e-government services, there is a low adoption rate by users.…”

Section: Research Discussionmentioning

confidence: 99%

Dimensions and outcomes of electronic service quality in the GCC countries

Thanasi-Boçe,

Kulakli

2023

IJQSS

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Purpose The rapid growth of e-commerce and the increasing importance of online services have prompted the need for managers to understand what consumers value most in online transactions and how to measure electronic service quality (E-SQ). This study aims to conduct a comprehensive review of relevant research publications in the Gulf Cooperation Council countries and propose an agenda for future research to enhance this knowledge. Design/methodology/approach The study uses a blended approach between the PRISMA-ScR methodology and Tranfield et al.’s (2003) approach to ensure a rigorous and thorough review of the literature. Findings By identifying the antecedents and outcomes of E-SQ, this study develops a classification framework that highlights the main gaps in the current literature and provides guidance for future research in the region. Practical implications The findings presented in this paper contribute to the knowledge base for management professionals seeking to enhance E-SQ in practice. Originality/value To the best of the authors’ knowledge, this is the first paper to summarize the state of E-SQ in the Gulf region.

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Section: Research Discussionmentioning

confidence: 99%

Dimensions and outcomes of electronic service quality in the GCC countries

Thanasi-Boçe,

Kulakli

2023

IJQSS

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“…An extensive amount of research was conducted from various domains (services, marketing, information systems, e-government) to measure service quality and various scales and models, frameworks were also proposed by different scholars as summarized by [4,5] covering the domain of service quality, e-service quality and e-government quality.…”

Section: Introductionmentioning

confidence: 99%

E-Services Quality: A Perspective of Service Providers and Service Users

Al-Balushi¹

2021

Digital Service Platforms

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Electronic service, refers to services offered over the information and communication technologies. These services are becoming increasingly important with continuously developed application in various domains (business, government, education and health) as these services provide benefits to all parties concerned from service providers, service users and the society. This chapter will shed light in e-services, definitions, components, and characteristics. As service providers want to boost the efficiency and quality to reach more users to utilize these services, a prime challenge in developing these services with high quality to meet users expectation becomes a must. Quality plays a major role to keep up a trust between service providers and users. Eight main quality dimensions are proposed as per the studies to examine the perspective of service providers and service users for government services (personalization, usability, performance, web design, security, user involvement, satisfaction and loyalty).

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