Cognitive Differences in Service Quality between E-government Users and Administrators

After Taiwan governments implement it’s egovernment portal (MyeGov, www.gov.tw) in 2002 as a means of delivering better information services and resources, building quality service that encourage citizen uptake is becoming an increasing challenge. This paper addresses this issue and examines the quality divide cause by the cognitive difference between users and administrators of the egovernment portal. To understand what governments need to do to secure successful implementation of comprehensive government service that are relevant to citizens, the services quality of e-government portals are scrutinized through a survey on both its users and administrators. The investigation instrument is based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry. The research finds that the user’s intention of re-use the e-Government portal is highly associated with their service quality factors. The research also provides insights for government officials and practitioners to understand and improve e-Government practice by identify major cognitive difference between e-government portal’s users and its administrators that cause the low usage rate of the e-government portal.