TY - GEN
T1 - Quality of E-government Services in Oman
T2 - 30th International Business Information Management Association Conference - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth, IBIMA 2017
AU - Al Balushi, Taiseera Hazeem
N1 - Publisher Copyright:
© 2017 International Business Information Management Association IBIMA. All Rights Reserved.
PY - 2017
Y1 - 2017
N2 - Governments are continuously working on improving their e-services delivery in order to serve citizens, other governments and businesses at the most effective and efficient manner. At the same time there are an extensive number of studies concerning the evaluation and assessment of e-services to improve users/citizen satisfaction with regards to e-government services. The purpose of this paper is to study the e-government services quality factors that are of key importance from the viewpoint of e-service providers in the Sultanate of Oman and what procedures followed in measuring service quality to ensure users' satisfaction. The study is based on six most important quality factors (personalization, performance, usability, and security, users’ involvement, and web design) where about a qualitative content analysis approach was followed to e-service providers’ view of quality and how it is measured. The analysis of the in depth interviews and the application of content analysis categorized the perspective of the e-service providers into three main categories: e-transformation strategy, technical requirements, and citizen’s participation.
AB - Governments are continuously working on improving their e-services delivery in order to serve citizens, other governments and businesses at the most effective and efficient manner. At the same time there are an extensive number of studies concerning the evaluation and assessment of e-services to improve users/citizen satisfaction with regards to e-government services. The purpose of this paper is to study the e-government services quality factors that are of key importance from the viewpoint of e-service providers in the Sultanate of Oman and what procedures followed in measuring service quality to ensure users' satisfaction. The study is based on six most important quality factors (personalization, performance, usability, and security, users’ involvement, and web design) where about a qualitative content analysis approach was followed to e-service providers’ view of quality and how it is measured. The analysis of the in depth interviews and the application of content analysis categorized the perspective of the e-service providers into three main categories: e-transformation strategy, technical requirements, and citizen’s participation.
KW - Content analysis
KW - E-government
KW - E-services
KW - Interviews
KW - Quality factors
KW - User satisfaction.
UR - http://www.scopus.com/inward/record.url?scp=85048599458&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85048599458&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85048599458
T3 - Proceedings of the 30th International Business Information Management Association Conference, IBIMA 2017 - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth
SP - 763
EP - 770
BT - Proceedings of the 30th International Business Information Management Association Conference, IBIMA 2017 - Vision 2020
A2 - Soliman, Khalid S.
PB - International Business Information Management Association, IBIMA
Y2 - 8 November 2017 through 9 November 2017
ER -