Evaluating leadership, IT quality, and net benefits in an e-government environment

US Government organizations are creating value for their citizens and businesses by improving their public service delivery through good websites. Our study examined leadership and IT quality, and their effect on positive delivery outcomes in an e-government environment. We first developed a theoretically based model using elements of the model developed for the Malcolm Baldrige National Quality Award (MBNQA) and DeLone and McLeanʹs IS Success model. To test this model, we conducted a field survey at a municipal city government. The results supported our hypothesis that the MBNQA leadership triad (leadership, strategic planning, and customer/market focus) had a positive impact on the IT quality triad (information, system, and service quality). We also found that both leadership and IT quality increased the benefits.