Understanding the Antecedents and Consequences of E-Government Service Quality: An Empirical Investigation

Difficulties in defining and understanding the antecedents and consequences of e-government service quality have stymied the design of efficacious e-government websites. This study thus presents a working definition of e-government service quality that bridges the gap between MIS and marketing literatures. We then explore the delineation between service content and delivery quality as potential antecedents of e-government service quality. Together with cognitive and system-salient consequences derived from prior research, we construct and empirically test an egovernment service quality model on a sample of 647 existing e-government service participants. 15 out of 17 hypotheses were supported, thereby attesting to the saliency of the constructs and relationships embodied in our model. Further, the structural properties of our model were validated using both LISREL and PLS analytical techniques. This lends credibility to our explanations and predictions by affirming the stability of our theoretical base upon which the hypothesized relationships were generated.