Abstract
Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements technology efficiently with quality of service for the general public's administration in a government setting. This research proposes a scale for measuring quality dimension in setting of e-government by an extensive review of literature from last 3 decades and by revising the SERVQUAL scale. The proposed scale is based on 25 items and six quality dimensions namely: reliability, responsiveness, ease of use\usability, website design\content, and security\ privacy. This research is fruitful for organizations to assess, measure, and improve the quality of service concerning the e-government services they offer.
Original language | English |
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Title of host publication | Proceedings - SEKE 2016 |
Subtitle of host publication | 28th International Conference on Software Engineering and Knowledge Engineering |
Publisher | Knowledge Systems Institute Graduate School |
Pages | 341-344 |
Number of pages | 4 |
Volume | 2016-January |
ISBN (Electronic) | 189170639X, 9781891706394 |
DOIs | |
Publication status | Published - 2016 |
Event | 28th International Conference on Software Engineering and Knowledge Engineering, SEKE 2016 - Redwood City, United States Duration: Jul 1 2016 → Jul 3 2016 |
Other
Other | 28th International Conference on Software Engineering and Knowledge Engineering, SEKE 2016 |
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Country/Territory | United States |
City | Redwood City |
Period | 7/1/16 → 7/3/16 |
Keywords
- Component
- Determinant of quality
- E-service quality
- Egovernment service quality
- Factors of E-service quality
- Measurement of quality
- Measurements of quality
- Service quality
ASJC Scopus subject areas
- Software