TY - JOUR
T1 - Theoretical approach for instrument development in measuring user-perceived e-government service quality
T2 - A case of Oman e-government services
AU - Al Balushi, Taisira
AU - Ali, Saqib
N1 - Publisher Copyright:
© 2020, IGI Global.
PY - 2020/1/1
Y1 - 2020/1/1
N2 - 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.
AB - 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.
KW - Citizen Involvement
KW - E-Government Quality
KW - Electronic Government
KW - Oman
KW - Quality of E-Services
KW - SERVQUAL
KW - Service Quality
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U2 - 10.4018/IJEGR.2020010103
DO - 10.4018/IJEGR.2020010103
M3 - Article
AN - SCOPUS:85090026258
SN - 1548-3886
VL - 16
SP - 40
EP - 58
JO - International Journal of Electronic Government Research
JF - International Journal of Electronic Government Research
IS - 1
ER -