Road map of service quality to E-government service quality

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

Abstract

Governments can offer more services to citizens and businesses by utilizing advancement in ICT. Increasingly citizens find it easy and cost effective to reach government services online. On the other hand, as governments thrive in providing citizens services via electronic channels they also need to consider those quality factors that impact citizen's willingness to use the services. This paper investigates available literature for frameworks and models in the area of e-services, e-service quality, and e-government service quality taking into account the classical SERVQUAL model. The paper provides a roadmap of key quality attributes that are substantial to consider when offering e-government services.

Original languageEnglish
Title of host publicationProceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020
Subtitle of host publicationFrom Regional Development Sustainability to Global Economic Growth, IBIMA 2016
PublisherInternational Business Information Management Association, IBIMA
Pages3175-3180
Number of pages6
ISBN (Electronic)9780986041969
Publication statusPublished - 2016
Event27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016 - Milan, Italy
Duration: May 4 2016May 5 2016

Other

Other27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016
CountryItaly
CityMilan
Period5/4/165/5/16

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Keywords

  • Dimensions
  • E-government
  • E-government services
  • Quality attributes
  • Quality models
  • Service quality

ASJC Scopus subject areas

  • Information Systems and Management
  • Business and International Management
  • Management Information Systems

Cite this

Balushi, T. A., & Ali, S. (2016). Road map of service quality to E-government service quality. In Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016 (pp. 3175-3180). International Business Information Management Association, IBIMA.