E-service quality model for Indian government portals: citizens' perspective

Purpose – E-government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e-service quality of web-based services used in government. This study is conducted to propose a multi item scale for assessing the e-service quality of government portals involving transactions. Design/methodology/approach – Factors influencing the e-service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e-government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e-services. Findings – Seven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals. Practical implications – Despite a well-structured, national-level plan on e-government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology-enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens’ satisfaction. Improved service quality based on citizens’ need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e-government. This study can help government portal developers get an insight into users’ needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice. Originality/value – The paper is original and a research study. It provides an understanding of citizens’ perceived quality of e-services and adoption behavior within the framework of the web-based environment of government services.