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Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality: A Case of Oman E-Government Services

Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality: A Case of Oman E-Government Services

Taisira Al Balushi, Saqib Ali
Copyright: © 2020 |Volume: 16 |Issue: 1 |Pages: 19
ISSN: 1548-3886|EISSN: 1548-3894|EISBN13: 9781799805199|DOI: 10.4018/IJEGR.2020010103
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MLA

Al Balushi, Taisira, and Saqib Ali. "Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality: A Case of Oman E-Government Services." IJEGR vol.16, no.1 2020: pp.40-58. http://doi.org/10.4018/IJEGR.2020010103

APA

Al Balushi, T. & Ali, S. (2020). Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality: A Case of Oman E-Government Services. International Journal of Electronic Government Research (IJEGR), 16(1), 40-58. http://doi.org/10.4018/IJEGR.2020010103

Chicago

Al Balushi, Taisira, and Saqib Ali. "Theoretical Approach for Instrument Development in Measuring User-Perceived E-Government Service Quality: A Case of Oman E-Government Services," International Journal of Electronic Government Research (IJEGR) 16, no.1: 40-58. http://doi.org/10.4018/IJEGR.2020010103

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Abstract

The quality of e-government services plays a vital role in the effective interaction of users/citizens with e-government portals, and it also improves governments' efficiency and responsiveness as per users' expectations. The objective of this study is to develop an instrument to measure perceived e-government service quality by applying a three-steps approach for models validation; conceptualization, design, and normalization; it was validated with Oman e-government service users. In this article, eight main quality dimensions were studied and validated (personalization, usability, performance, web design, security, citizen involvement, satisfaction, and loyalty). The reported results emphasized the varying importance of all eight quality instruments, in addition to the higher impact of web design and security on e-government services in the context of the Oman e-government.

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