Exploring the Dimensions of Electronic Government Service Quality

Information and communication technology is progressively evolving around the world. Organizations and providers of online services, have to keep up with technological advancements when providing services and meet the redoubling expectations of its customers. At a global level there is wider adoption of e-government, a term coined in the recent past to describe the methodology that implements technology efficiently with quality of service for the general public’s administration in a government setting. This research proposes a scale for measuring quality dimension in setting of e-government by an extensive review of literature from last 3 decades and by revising the SERVQUAL scale. The proposed scale is based on 25 items and six quality dimensions namely: reliability, responsiveness, ease of use\usability, website design\content, and security\ privacy. This research is fruitful for organizations to assess, measure, and improve the quality of service concerning the e-government services they offer. Keywords-component; Service quality, E-service quality, Egovernment service quality, Determinant of quality, measurements of quality, Factors of E-service quality, Measurement of quality