Abstract
A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens’ needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Zeithaml, V.A., Parasuraman, A., Malhorta, A.: Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science 30(4), 362–375 (2002)
Halaris, C., Magoutas, B., Papadomichelaki, X., Mentzas, G.: Classification and Synthesis of Quality Approaches in E-government Services. Internet Research: Electronic Networking Applications and Policy 17(4), 378–401 (2007)
Eschenfelder, K.R.: Behind the Web site: An inside look at the production of Web-based textual government information. Government Inf. Quarterly. 21, 337–358 (2004)
Brebner, M., Parkinson, M.: The accessibility of New Zealand public library Web sites to people who are blind or vision impaired. In: LIANZA Conference, Wellington, New Zealand (2006)
Kaylor, C., Deshazo, R., Van Eck: Gauging e-government: A report on implementing services among American cities. Government Inf. Quarterly 18, 293–307 (2001)
Barnes, S.J., Vidgen, R.: Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue. Journal of Electronic Commerce in Organisations 2(1), 42–63 (2003)
Barnes, S.J., Vidgen, R.: Data Triangulation and Web Quality Metrics: A Case Study in E-Government. Information & Management 43(6), 767–777 (2006)
Korsten, H., Bothma, T.: Evaluating South African government Web sites: methods, findings and recommendations (Part 1). South African Journal of Information Management 7(2) (2005)
Horan, T.A., Abhichandani, T., Rayalu, R.: Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveler Information Systems (ATIS). In: HICSS 2006, Proceedings of the 39th Annual Hawaii International Conference on System Sciences, vol. 4, p. 83b (2006)
Smith, A.G.: Applying evaluation criteria to New Zealand government websites. International Journal of Information Management 21, 137–149 (2001)
Churchill, G.A.: A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research XVI, 64–73 (1979)
Cronbach, L.J.: Test Validation. R. L. Thorndike, Educational Measurement, American Council on Education, Washington, DC (1971)
Parasuraman, A., Zeithaml, V.A., Malhotra, A.: E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research 7, 213–234 (2005)
Aladwani, A.M., Palviab, P.C.: Developing and validating an instrument for measuring user-perceived web quality. Information and Management 39, 467–476 (2002)
Barnes, S.J., Liu, K., Vidgen, R.T.: Evaluating WAP news sites: the WEBQUAL/M approach, in global cooperation in the new millennium. In: Proceedings of the Ninth European Conference on Information Systems, Bled, Slovenia (2001)
Loiacono, E.T., Watson, R.T., Goodhue, D.L.: WebQualTM: A Website Quality Instrument. Working Paper 2000-126-0, University of Georgia (2000)
Webb, H.W., Webb, L.A.: Sitequal: an integrated measure of web site quality. Journal of Enterprise Information Management 17(6), 430–440 (2004)
Yang, Z., Cai, S., Zhou, Z., Zhou, N.: Development and Validation of an Instrument to measure user perceived service quality of information presenting Web portals. Information & Management 42, 575–589 (2005)
Santos, J.: E-service quality: a model of virtual service quality dimensions. Managing Service Quality 13(3), 233–246 (2003)
Gefen, D., Karahanna, E., Straub, D.: Trust and TAM in online shopping: an integrated model. MIS Quarterly 27(1), 51–90 (2003)
Clyde, A.L.: Library and the web: a strategic planning approach to web site Management. The Electronic Library 18(2), 97–108 (2000)
Zhang, P., Von Dran, G.: Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions. In: 34th Hawaii International Conference on System Sciences, Hawaii, USA (2001)
Parasuraman, A., Zeithaml, V., Berry, L.: SERVQUAL:a multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing 64, 12–40 (1988)
Hair, J.F., Anderson, R.E., Tatham, R.L., Black, W.C.: Multivariate Data Analysis, Upper Saddle River, NJ, p. 730 (1998)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2009 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Papadomichelaki, X., Mentzas, G. (2009). A Multiple-Item Scale for Assessing E-Government Service Quality. In: Wimmer, M.A., Scholl, H.J., Janssen, M., Traunmüller, R. (eds) Electronic Government. EGOV 2009. Lecture Notes in Computer Science, vol 5693. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-03516-6_14
Download citation
DOI: https://doi.org/10.1007/978-3-642-03516-6_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-03515-9
Online ISBN: 978-3-642-03516-6
eBook Packages: Computer ScienceComputer Science (R0)