Classification and synthesis of quality approaches in e-government services

Purpose – The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach – Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e-services in general and more specifically e-government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e-government services. Findings – Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e-services’ quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications – This model can be used by the management of public organizations in order to measure and monitor the quality of e-services delivered to citizens. Originality/value – The results of the work presented in this paper form the basis for the development of a quality model for e-government services.