A Study on Evaluation of E-Government Service Quality
Service quality is the highest requirement by users,
especially for the service in electronic government. During the past
decades, it has become a major area of academic investigation.
Considering this issue, there are a lot of researches that evaluated the
dimensions and e-service contexts. This study also identified the
dimensions of service quality, but focuses on a new concept and
provides a new methodology in developing measurement scales of
e-service quality such as information quality, service quality and
organization quality. Finally, this study will suggest a key factor to
evaluate e-government service quality better.
[1] Joan Buckley, Managing Service Quality Emerald Article: E-service
quality and the public sector.
[2] Siriluck Rotchanakitumnuai, Measuring e-government service value with
the E-GOVSQUAL-RISK model, Department of Management
Information Systems, Thammasat University, Bangkok, Thailand.
Business Process Management Journal
[3] Aladwani, A.M., Palvia, P.C., Developing and validating an instrument
for measuring user-perceived web quality. Information and Management
39 (6), 2002, pp .467–476.
[4] Cai, S., Jun, M., Internet users’ perceptions of online service quality: A
comparison of online buyers and information searchers. Managing
Service Quality 13 (6), 2003, pp504–519.
[5] Caro, A., Calero, C., Caballero, I., Piattini, M., Defining a data quality
model for web portals. 7th International Conference on Web Information
Systems Engineering (WISE 2006)
[6] Xenia Papadomichelaki and Gregoris Mentzas. e-GovQual: A
multiple-item scale for assessing e-government service quality,
Government Information Quarterly 29, 2012, pp98–109.
[7] Janowski, T. Building the Foundation for Sustainable Electronic
Government: Experience, Lessons and Framework. OBI, T. (ed.) The
Innovative CIO and e-Participation in eGovernment Initiatives, IOS
press, 2010.
[8] Strong, D. M., & Kahn, B. K., Eds. Proceedings of the 1997 Conference
on Information Quality. Cambridge, MA: Massachusetts Institute of
Technology, 1998.
[9] Asubonteng, P., McCleary, K.J. and Swan, J.E., "SERVQUAL revisited:
a critical review of service quality", Journal of Services Marketing, Vol.
10, No. 6, 1996, pp62-81.
[10] Barbara R. Lewis, Vincent W. Mitchell, "Defining and Measuring the
Quality of Customer Service", Marketing Intelligence & Planning, Vol. 8
Iss: 6, 1990, pp11 – 17.
[11] Gefen, D. E-commerce: the role of familiarity and trust. International
Journal of Management Science, Vol. 8, No. 6, 2002, pp.725-37.
[12] Wisniewski, M. & Donnelly., M. Measuring service quality in the public
sector: The potential for SERVQUAL. Total Quality management, 7,
1996, pp357-364.
[13] Parasuraman, A., Zeithaml, V.A., Berry, L.L. SERVQUAL: A
multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing 64, 1988, pp12–40.
[14] Barnes, S.J., Vidgen, R.T., An integrative approach to the assessment of
E-commerce quality. Journal of Electronic Commerce Research 3 (3),
2002, pp. 114–127.
[15] Jun, M., Yang, Z., Kim, D.,. Customers’ perceptions of online retailing
service quality and their satisfaction. International Journal of Quality and
Reliability Management, 21 (8), 2004, pp817–840.
[16] Li, Y.N., Tan, K.C., Xie, M., Measuring web-based service quality. Total
Quality Management and Business Excellence 13 (5), 2002, pp685–700.
[17] Loiacono, E.T., Watson, R.T., Hoodhue, D.L. WEBQUAL: measure of
web site quality. Marketing Educators Conference: Marketing Theory and
Applications 13, 2002, pp432–437.
[18] Parasuraman, A., Zeithaml, V.A., Malhotra, A., E-S-Qual: A
multiple-item scale for assessing electronic service quality. Journal of
Service Research 7 (3), 2005, pp213–233.
[19] Sohn, C., Tadisina, S.K., Development of e-service quality measure for
internet-based financial institutions. Total Quality Management and
Business Excellence 19 (9), 2008, pp903–918.
[20] Yang, Z., Fang, X., Online service quality dimensions and their
relationships with satisfaction: A content analysis of customer reviews of
securities brokerage services. International Journal of Service Industry
Management 15 (3), 2004, pp302–326.
[21] Meuter, M.L., Ostrom, A.L., Roundtree, R.I., and Bitner, M. J.,
"Self-Service Technologies: Understanding Customer Satisfaction with
Technology-Based Service Encounters,” Journal of Marketing, Vol.64,
2000, pp. 50-64.
[22] Gronroos C., "Service, Management and Marketing”, Lexington,
Massachussetts. Toronto D.C. Health and Company, 1990.
[23] Jorge Cardoso et al, Quality of Service for Workflows and Web Service
Processes, Journal of Web Semantics (accepted, to appear 2004), Elsevier
[24] Davis, F.D., "Perceived usefulness, perceived ease of use, and user
acceptance of information technology,” MIS Quarterly, Vol.13, No.3,
1989, pp. 319-340.
[25] DeLone, W. H., & McLean, E. R., Information system Success: The quest
for dependent variable, Information system research 3:1, 1992.
[26] Arre Zuurmond, Pim Jorg, Ted Dicks and Barry Woudenberg,
Information quality as a mirror of government excellence, Q Emerald
Group Publishing Limited VOL. 11, NO. 4, 2007, pp33-50.
[27] Parasuraman, A., Grewal, D., The impact of technology on the
quality-value-loyalty chain: a research agenda. Journal of the Academy of
Marketing Science 28 (1), 2000, pp168–174.
[28] Chin-Hao, Chang dissertation, 2011.
[1] Joan Buckley, Managing Service Quality Emerald Article: E-service
quality and the public sector.
[2] Siriluck Rotchanakitumnuai, Measuring e-government service value with
the E-GOVSQUAL-RISK model, Department of Management
Information Systems, Thammasat University, Bangkok, Thailand.
Business Process Management Journal
[3] Aladwani, A.M., Palvia, P.C., Developing and validating an instrument
for measuring user-perceived web quality. Information and Management
39 (6), 2002, pp .467–476.
[4] Cai, S., Jun, M., Internet users’ perceptions of online service quality: A
comparison of online buyers and information searchers. Managing
Service Quality 13 (6), 2003, pp504–519.
[5] Caro, A., Calero, C., Caballero, I., Piattini, M., Defining a data quality
model for web portals. 7th International Conference on Web Information
Systems Engineering (WISE 2006)
[6] Xenia Papadomichelaki and Gregoris Mentzas. e-GovQual: A
multiple-item scale for assessing e-government service quality,
Government Information Quarterly 29, 2012, pp98–109.
[7] Janowski, T. Building the Foundation for Sustainable Electronic
Government: Experience, Lessons and Framework. OBI, T. (ed.) The
Innovative CIO and e-Participation in eGovernment Initiatives, IOS
press, 2010.
[8] Strong, D. M., & Kahn, B. K., Eds. Proceedings of the 1997 Conference
on Information Quality. Cambridge, MA: Massachusetts Institute of
Technology, 1998.
[9] Asubonteng, P., McCleary, K.J. and Swan, J.E., "SERVQUAL revisited:
a critical review of service quality", Journal of Services Marketing, Vol.
10, No. 6, 1996, pp62-81.
[10] Barbara R. Lewis, Vincent W. Mitchell, "Defining and Measuring the
Quality of Customer Service", Marketing Intelligence & Planning, Vol. 8
Iss: 6, 1990, pp11 – 17.
[11] Gefen, D. E-commerce: the role of familiarity and trust. International
Journal of Management Science, Vol. 8, No. 6, 2002, pp.725-37.
[12] Wisniewski, M. & Donnelly., M. Measuring service quality in the public
sector: The potential for SERVQUAL. Total Quality management, 7,
1996, pp357-364.
[13] Parasuraman, A., Zeithaml, V.A., Berry, L.L. SERVQUAL: A
multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing 64, 1988, pp12–40.
[14] Barnes, S.J., Vidgen, R.T., An integrative approach to the assessment of
E-commerce quality. Journal of Electronic Commerce Research 3 (3),
2002, pp. 114–127.
[15] Jun, M., Yang, Z., Kim, D.,. Customers’ perceptions of online retailing
service quality and their satisfaction. International Journal of Quality and
Reliability Management, 21 (8), 2004, pp817–840.
[16] Li, Y.N., Tan, K.C., Xie, M., Measuring web-based service quality. Total
Quality Management and Business Excellence 13 (5), 2002, pp685–700.
[17] Loiacono, E.T., Watson, R.T., Hoodhue, D.L. WEBQUAL: measure of
web site quality. Marketing Educators Conference: Marketing Theory and
Applications 13, 2002, pp432–437.
[18] Parasuraman, A., Zeithaml, V.A., Malhotra, A., E-S-Qual: A
multiple-item scale for assessing electronic service quality. Journal of
Service Research 7 (3), 2005, pp213–233.
[19] Sohn, C., Tadisina, S.K., Development of e-service quality measure for
internet-based financial institutions. Total Quality Management and
Business Excellence 19 (9), 2008, pp903–918.
[20] Yang, Z., Fang, X., Online service quality dimensions and their
relationships with satisfaction: A content analysis of customer reviews of
securities brokerage services. International Journal of Service Industry
Management 15 (3), 2004, pp302–326.
[21] Meuter, M.L., Ostrom, A.L., Roundtree, R.I., and Bitner, M. J.,
"Self-Service Technologies: Understanding Customer Satisfaction with
Technology-Based Service Encounters,” Journal of Marketing, Vol.64,
2000, pp. 50-64.
[22] Gronroos C., "Service, Management and Marketing”, Lexington,
Massachussetts. Toronto D.C. Health and Company, 1990.
[23] Jorge Cardoso et al, Quality of Service for Workflows and Web Service
Processes, Journal of Web Semantics (accepted, to appear 2004), Elsevier
[24] Davis, F.D., "Perceived usefulness, perceived ease of use, and user
acceptance of information technology,” MIS Quarterly, Vol.13, No.3,
1989, pp. 319-340.
[25] DeLone, W. H., & McLean, E. R., Information system Success: The quest
for dependent variable, Information system research 3:1, 1992.
[26] Arre Zuurmond, Pim Jorg, Ted Dicks and Barry Woudenberg,
Information quality as a mirror of government excellence, Q Emerald
Group Publishing Limited VOL. 11, NO. 4, 2007, pp33-50.
[27] Parasuraman, A., Grewal, D., The impact of technology on the
quality-value-loyalty chain: a research agenda. Journal of the Academy of
Marketing Science 28 (1), 2000, pp168–174.
[28] Chin-Hao, Chang dissertation, 2011.
@article{"International Journal of Business, Human and Social Sciences:66064", author = "Nguyen Manh Hien", title = "A Study on Evaluation of E-Government Service Quality", abstract = "Service quality is the highest requirement by users,
especially for the service in electronic government. During the past
decades, it has become a major area of academic investigation.
Considering this issue, there are a lot of researches that evaluated the
dimensions and e-service contexts. This study also identified the
dimensions of service quality, but focuses on a new concept and
provides a new methodology in developing measurement scales of
e-service quality such as information quality, service quality and
organization quality. Finally, this study will suggest a key factor to
evaluate e-government service quality better.
", keywords = "E-government, e-service, e-service quality, dimensionality.", volume = "8", number = "1", pages = "16-4", }
