Quality Evaluation of E-Government Public Service

This paper proposed a method for assessing the service quality of e-government public service. The measurement of service quality is of great importance to service provider, particularly government institutions. E-government has become an explicit component of public sector reform and the aim of e-government is improving the performance of public service. In this paper the public service quality of a local e-government was analyzed through the measurement of citizen satisfaction. Considering differences in practices between e-government and traditional government, a measurement tool of SERVQUAL was developed based on theoretical background. Then on the basis of literature review, this paper identified and classified the most essential factors that make up the citizen satisfaction with the service provided by e-government. Finally, the results from the application and testing of this measurement tool within a case study were summarized. The result will be helpful for e-government institutions to identify public service problems and make plans for improvement.