Exploring the dimensions of electronic government service quality

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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 languageEnglish
Title of host publicationProceedings - SEKE 2016
Subtitle of host publication28th International Conference on Software Engineering and Knowledge Engineering
PublisherKnowledge Systems Institute Graduate School
Pages341-344
Number of pages4
Volume2016-January
ISBN (Electronic)189170639X, 9781891706394
DOIs
Publication statusPublished - 2016
Event28th International Conference on Software Engineering and Knowledge Engineering, SEKE 2016 - Redwood City, United States
Duration: Jul 1 2016Jul 3 2016

Other

Other28th International Conference on Software Engineering and Knowledge Engineering, SEKE 2016
CountryUnited States
CityRedwood City
Period7/1/167/3/16

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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

Cite this

Al Balushi, T. H., & Ali, S. (2016). Exploring the dimensions of electronic government service quality. In Proceedings - SEKE 2016: 28th International Conference on Software Engineering and Knowledge Engineering (Vol. 2016-January, pp. 341-344). Knowledge Systems Institute Graduate School. https://doi.org/10.18293/SEKE2016-061