E-S-QUAL: Its Applicability in Evaluating E-government Web Sites Service Quality

Author

Jun, Zhuo ; Liangliang, Chen ; Fubin, Li

Author_Institution

Sch. of Manage., Zhejiang Univ., Hangzhou, China

fYear

2009

fDate

16-17 May 2009

Firstpage

515

Lastpage

518

Abstract

With the rapid development of the e-government, citizens could enjoy much more service from e-gov Web sites. However, the academic research in the field of assessing e-gov service quality is handful. Developed by A. Paramana et al., E-S-QUAL and E-Recs-QUAL are scales used to evaluate the service quality delivered by B2C Web sites. In this article, Basing on E-S-QUAL and E-RecS-QUAL and taking the idiosyncrasies of the service delivered by e-gov Web sites into account, scales named E-G-S-QUAL and E-G-RecS-QUAL were developed to evaluate the service quality of e-gov Web sites. E-G-S-QUAL is a 22-item scale of four dimensions: efficiency, fulfillment, system availability, and privacy, and E-G-RecS-QUAL is a 10-item scale of three dimensions: responsiveness, compensation, and contact.

Keywords

Web sites; data privacy; government data processing; B2C Web site; E-Recs-QUAL; E-S-QUAL; compensation; contact; e-government service quality; efficiency; fulfillment; privacy; responsivenss; system availability; Consumer electronics; Decision making; Delay; Electronic commerce; Electronic government; Engineering management; IP networks; Privacy; Quality management; Web and internet services; E-G-S-QUAL; E-S-QUAL; e-government web site; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Engineering and Electronic Commerce, 2009. IEEC '09. International Symposium on

Conference_Location

Ternopil

Print_ISBN

978-0-7695-3686-6

Type

conf

DOI

10.1109/IEEC.2009.114

Filename

5175171