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 language | English |
|---|---|
| Title of host publication | Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020 |
| Subtitle of host publication | From Regional Development Sustainability to Global Economic Growth, IBIMA 2016 |
| Publisher | International Business Information Management Association, IBIMA |
| Pages | 3175-3180 |
| Number of pages | 6 |
| ISBN (Electronic) | 9780986041969 |
| Publication status | Published - 2016 |
| Event | 27th 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 2016 → May 5 2016 |
Other
| Other | 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016 |
|---|---|
| Country/Territory | Italy |
| City | Milan |
| Period | 5/4/16 → 5/5/16 |
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