This document summarizes a literature review on quality models for online e-government services. It discusses how traditional and e-government services have been evaluated for quality, with different methodologies analyzing key dimensions like expectations, specifications, delivery and perception. The review aims to identify an existing methodology or develop a new one specifically for evaluating quality of local online e-government services. It outlines gaps between consumer expectations, management perceptions, specifications, delivery and communication that models have sought to address. The chapter sets the stage for further research adapting or creating a comprehensive model for this purpose.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
COMPARATIVE ANALYSIS OF ONLINE REVIEW PLATFORMS: IMPLICATION IN ELECTRONIC SE...indexPub
This study uses sentiment analysis, topic modeling, pearson correlation, and linear regression to identify the critical improvements that video-sharing platforms, particularly YouTube and TikTok, should make in the future to better handle user reviews. Given that video sharing provides viewers with an extremely immersive and engaging experience, its growing significance in relation to user feedback is becoming progressively apparent for companies.
Journal of Business & Economics Research – August 2013 Volum.docxchristiandean12115
Journal of Business & Economics Research – August 2013 Volume 11, Number 8
2013 The Clute Institute Copyright by author(s) Creative Commons License CC-BY 345
The Control Process Effectiveness:
Organization Versus Customer
Ofer Barkai, The Sami Shamoon College of Engineering, Israel
ABSTRACT
This research project, which was implemented in an organization whose primary function is
providing service (Telecommunication company), studies the scope of the correlation between the
quality of service from the customer’s point of view (customer survey) and the organization
(Telecommunication company systems). The research is important both for economic and
scientific reasons. It involves many organizational control units which require significant
monetary investments. From a scientific point of view, the research is important because it can
shed light on the asymmetrical point of view existing between customers and organizations.
Organizations that are service providers place high importance on the quality of service and their
image as perceived by their customers. Quality of service is measured through internal control
processes and from there is passed on to the staff who are directly involved in customer service. In
this study, we focus on a large organization which implements control processes and then
provides service to customers. Therefore, the activities of this organization are judged first and
foremost on the basis of the service quality provided. The existing internal control processes of the
organization, which measure the standard of service provided on the basis of organizational
benchmarks are separate from those that measure customer satisfaction. In this project, we
analyze the correlation between the outlook of the customer and the results of internal control
processes.
Key Words: Telecommunication Company; Customers Satisfaction Survey; Internal Control Process; Service
Quality
INTRODUCTION
ne of the most important goals of a company is to create disposition toward the company's products and
services. The rapid growth of the modern markets, along with the growing demand for quality products
and services and the intense competition of our time, have led companies to design their service
strategies to achieve this goal. Growing demands for service quality, liability and efficiency became a major
consideration in the service strategy design and services operation provided to the costumer (Tervydisa &
Rindzevičius, 2006).
Roth & Van Der Velde (1991) present a service strategy paradigm which explicitly considers service
strategies as a competitive weapon, aimed to better one's company from its competitors. This is crucial, as stated
before, in competitive markets. As competition increases, companies strive to differentiate themselves trying to
stress their good qualities and uphold their stature as the best in their field.
Urban W. (2009), in his research.
CONCEPTUALTHEORETICAL PAPERCustomer engagement in serviceAlleneMcclendon878
CONCEPTUAL/THEORETICAL PAPER
Customer engagement in service
V. Kumar1,2,3,4 & Bharath Rajan1 & Shaphali Gupta1,5 & Ilaria Dalla Pozza6
Received: 1 February 2017 /Accepted: 20 September 2017 /Published online: 7 October 2017
# Academy of Marketing Science 2017
Abstract We develop a framework to facilitate customer en-
gagement in service (CES) based on the service-dominant (S-
D) logic. A novel feature of this framework is its applicability
and relevance for firms operating both in developed and emerg-
ing markets. First, we conduct a qualitative study involving
service managers from multinational companies (MNCs)
across the developed and emerging markets to understand the
practitioner viewpoints. By integrating the insights from the
interviews and the relevant academic literature, this framework
explores how interaction orientation and omnichannel model
can be used to create positive service experience. We also iden-
tify the factors that moderate the service experience, and
categorize them as follows: offering-related, value-related, en-
abler-related, and market-related. Further, we also propose that
perceived variation in service experience moderates the influ-
ence of service experience on satisfaction and emotional attach-
ment, which ultimately impacts customer engagement (CE).
From these factors, we advance research propositions that dis-
cuss the creation of positive service experience. One of the
study’s key contributions is that MNCs can focus their attention
on the moderators to ensure consistency in positive service
experience, in an effort to enhance CE.
Keywords Service experience . Customer engagement .
Developed markets . Emerging markets . Service-dominant
logic
Introduction
The emergence of service activities globally can be observed
at the firm level through the concept of customer engagement
(CE). In such an environment, engaging with customers has
been recognized as a viable way for enhancing brand and firm
performance (Gartner 2014). For instance, Gallup research
found that on a per-trip basis, Bfully engaged^ customers in
the consumer electronics industry spent $373, compared to
$289 by the Bactively disengaged^ customers (Sorenson and
Adkins 2014). With financial performance at stake, service
firms would, therefore, be more inclined to engage with their
customers.
Research studies have identified CE as a key success factor
for firms (Kumar and Pansari 2016; Verhoef et al. 2010). In
this regard, value contribution from customers to the firms
extends beyond just purchases transactions to also include
non-purchase related customer behaviors (Kumar and
Reinartz 2016). All these ways of customer value contribution
Satish Jayachandran served as Area Editor for this article.
* V. Kumar
[email protected]
Bharath Rajan
[email protected]
Shaphali Gupta
[email protected]
Ilaria Dalla Pozza
[email protected]
1 Center for Excellence in Brand & Customer Management, J. Mack
Robinson College of Business, Georgia State Univ ...
Effects of Relationship Quality on Citizen Intention Use of Egovernment Servi...IJECEIAES
This study aims to explain the concept of relationship quality on citizen intention use of e-Government service. We have built 5 hypotheses. The result of 5 hypotheses is positive and significant impact. In building citizen relationship, we build two antecedent they are perceived e-Government usability and perceived e-Government credibility. The method we use in this research is empirical, with 366 valid respondents.
COMPARATIVE ANALYSIS OF ONLINE REVIEW PLATFORMS: IMPLICATION IN ELECTRONIC SE...indexPub
This study uses sentiment analysis, topic modeling, pearson correlation, and linear regression to identify the critical improvements that video-sharing platforms, particularly YouTube and TikTok, should make in the future to better handle user reviews. Given that video sharing provides viewers with an extremely immersive and engaging experience, its growing significance in relation to user feedback is becoming progressively apparent for companies.
Consumer Satisfaction Factor in Tourism Sectorijtsrd
Currently, public organizations need an analysis of consumer satisfaction to ensure that they are doing the right thing. The position of a state institution is not always easy due to the nature of the client, on the one hand, and the public, on the other. Citizens or consumers have different faces and different roles sometimes they serve consumers, and sometimes they behave like citizens, especially when they have to pay taxes or follow certain rules. This also reflects on the differences between the provision of public and private sector services. In addition, most public sector organizations provide services. Service quality studies in the tourism and hospitality industry are important to identify factors that determine consumer satisfaction or dissatisfaction. This article focuses on the analysis of tourists satisfaction with tourists as a destination and a specific methodology. Munkhzul Tuvshinbat | Khash-Erdene Baasanjargal "Consumer Satisfaction Factor in Tourism Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29714.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29714/consumer-satisfaction-factor-in-tourism-sector/munkhzul-tuvshinbat
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
customer brand preferance mobile phone.pdf hariharan23900 hariharan 23900
ABOUT THE AUTHOR
Mr. N. Hariharan BCOM CS ., DDTP., DOA., IBM, Currently pursing MBA Firs year at AR SCHOOL OF BUSINESS , Dindigul, Tamil nadu, India, DDTP – Diploma in desk top publishing in computer Software College, vadipatty, Madurai (13 July 2014) year of completed.DOA – Diploma in office automation in success software academy, vadipatty, Madurai (14 July 2016) year of completed. E- Tally - in success software academy, vadipatty, Madurai (12.06.2017) year of completed. IBM- International Business Management European University. Professional diploma programme 23.04.2021
Sakthi Arts and Science College for Women, Ottanchatram, Dindigul. ONE DAY NATIONAL LEVEL SEMIAR ON “STRATEGICAL SKETCHING OF POST PANDEMIC TRANSFORMATION IN INDAN TREND AND COMMERCE” In won paper presentation FIRST PRIZE and Best paper Award at 23.03.2021.
M.G.R Educational and Research Institute, Maduravoyal, Chennai. ONE DAY NATIONAL LEVEL ONLINE SYMPOSIM “MATHEMA 21” in Paper presentation winning 3rd Place At 05.05.2021.
He has published 58 papers published in international journal. Attended 52 webinars, paper presentation in 18 college national and international conference. Then 7 awars World record holder in AMIRTHAM 2021. Main area of specialization Commerce and Management. Finally total certificate is 205 it’s including quiz, webinar, pledge, workshops.
#hariharan23900
#hedunapublication
#authorhariharan
#hariharan
#hariharan23900
#researchpaper
#articlearea
#hariharan
#awards
#founderofhedunapublication
The Effectiveness of E-Government Initiatives in Improving Public Service Del...AJHSSR Journal
ABSTRACT: E-government initiatives have become increasingly popular as a means of improving public
service delivery and citizen engagement. However, there is a need for a comprehensive understanding of the
effectiveness of e-government initiatives and the factors that influence their success. This literature review aims
to synthesize empirical studies published between 2010 and 2021 on the effectiveness of e-government
initiatives in improving public service delivery. The review identified 42 studies that examined various aspects
of e-government initiatives, such as access to services, service quality, citizen satisfaction, trust, participation,
and impact on governance. The review found that e-government initiatives have the potential to improve public
service delivery by enhancing access, quality, and citizen engagement. However, the success of e-government
initiatives depends on several factors, such as adequate infrastructure and resources, effective governance and
leadership, stakeholder involvement and collaboration, and user-centered design and evaluation. The review also
identified several challenges and barriers to the implementation of e-government initiatives, such as digital
divide, data privacy and security, legal and regulatory frameworks, and citizen resistance and skepticism. The
review suggests the need for more research that adopts interdisciplinary and cross-sectoral approaches and
attends to the ethical and social implications of e-government initiatives. This review provides insights into the
current state of knowledge on e-government initiatives and their impact on public service delivery.
KEYWORDS : e-government, effectiveness, impact, public service delivery
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Common Problems Encountered by Selected Cooperatives in Cabanatuan City: Basi...IJAEMSJORNAL
This particular article aims to analyze and describe: the complexity of realizing good governance in public services. The research method used is the qualitative method. The data analysis in the qualitative research uses an interactive model comprising three analysis components which are: 1) Data reduction, 2) Data presentation, and 3) Data verification and conclusion drawing. The findings indicate that punctuality in service delivery is affected by apparatuses’ physiological (physical and mental) abilities. Physiological abilities can be measured through 1) Attitudes. The success in service delivery rests on all people engaged inservice delivery. Either directly or indirectly, the image of Samsat Gorontalo will be depicted by its service delivery. Taxpayers will judge by the first impression when communicating with the people engaged in service delivery and 2) Attention. When delivering services, staff should consistently pay attention to and understand what is expected by taxpayers. If the public hasy shown enthusiasm in paying taxes, Samsat staff should make the required action immediately to respond to the public enthusiasm.
CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government services
D. BRIAN MARSON
APO International Technical Expert
Co-Founder and Senior Fellow, Institute for Citizen Centred Service
(www,iccs-isac.org)
Colombo, June 2015
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
Consumer Satisfaction Factor in Tourism Sectorijtsrd
Currently, public organizations need an analysis of consumer satisfaction to ensure that they are doing the right thing. The position of a state institution is not always easy due to the nature of the client, on the one hand, and the public, on the other. Citizens or consumers have different faces and different roles sometimes they serve consumers, and sometimes they behave like citizens, especially when they have to pay taxes or follow certain rules. This also reflects on the differences between the provision of public and private sector services. In addition, most public sector organizations provide services. Service quality studies in the tourism and hospitality industry are important to identify factors that determine consumer satisfaction or dissatisfaction. This article focuses on the analysis of tourists satisfaction with tourists as a destination and a specific methodology. Munkhzul Tuvshinbat | Khash-Erdene Baasanjargal "Consumer Satisfaction Factor in Tourism Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29714.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29714/consumer-satisfaction-factor-in-tourism-sector/munkhzul-tuvshinbat
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
customer brand preferance mobile phone.pdf hariharan23900 hariharan 23900
ABOUT THE AUTHOR
Mr. N. Hariharan BCOM CS ., DDTP., DOA., IBM, Currently pursing MBA Firs year at AR SCHOOL OF BUSINESS , Dindigul, Tamil nadu, India, DDTP – Diploma in desk top publishing in computer Software College, vadipatty, Madurai (13 July 2014) year of completed.DOA – Diploma in office automation in success software academy, vadipatty, Madurai (14 July 2016) year of completed. E- Tally - in success software academy, vadipatty, Madurai (12.06.2017) year of completed. IBM- International Business Management European University. Professional diploma programme 23.04.2021
Sakthi Arts and Science College for Women, Ottanchatram, Dindigul. ONE DAY NATIONAL LEVEL SEMIAR ON “STRATEGICAL SKETCHING OF POST PANDEMIC TRANSFORMATION IN INDAN TREND AND COMMERCE” In won paper presentation FIRST PRIZE and Best paper Award at 23.03.2021.
M.G.R Educational and Research Institute, Maduravoyal, Chennai. ONE DAY NATIONAL LEVEL ONLINE SYMPOSIM “MATHEMA 21” in Paper presentation winning 3rd Place At 05.05.2021.
He has published 58 papers published in international journal. Attended 52 webinars, paper presentation in 18 college national and international conference. Then 7 awars World record holder in AMIRTHAM 2021. Main area of specialization Commerce and Management. Finally total certificate is 205 it’s including quiz, webinar, pledge, workshops.
#hariharan23900
#hedunapublication
#authorhariharan
#hariharan
#hariharan23900
#researchpaper
#articlearea
#hariharan
#awards
#founderofhedunapublication
The Effectiveness of E-Government Initiatives in Improving Public Service Del...AJHSSR Journal
ABSTRACT: E-government initiatives have become increasingly popular as a means of improving public
service delivery and citizen engagement. However, there is a need for a comprehensive understanding of the
effectiveness of e-government initiatives and the factors that influence their success. This literature review aims
to synthesize empirical studies published between 2010 and 2021 on the effectiveness of e-government
initiatives in improving public service delivery. The review identified 42 studies that examined various aspects
of e-government initiatives, such as access to services, service quality, citizen satisfaction, trust, participation,
and impact on governance. The review found that e-government initiatives have the potential to improve public
service delivery by enhancing access, quality, and citizen engagement. However, the success of e-government
initiatives depends on several factors, such as adequate infrastructure and resources, effective governance and
leadership, stakeholder involvement and collaboration, and user-centered design and evaluation. The review also
identified several challenges and barriers to the implementation of e-government initiatives, such as digital
divide, data privacy and security, legal and regulatory frameworks, and citizen resistance and skepticism. The
review suggests the need for more research that adopts interdisciplinary and cross-sectoral approaches and
attends to the ethical and social implications of e-government initiatives. This review provides insights into the
current state of knowledge on e-government initiatives and their impact on public service delivery.
KEYWORDS : e-government, effectiveness, impact, public service delivery
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Common Problems Encountered by Selected Cooperatives in Cabanatuan City: Basi...IJAEMSJORNAL
This particular article aims to analyze and describe: the complexity of realizing good governance in public services. The research method used is the qualitative method. The data analysis in the qualitative research uses an interactive model comprising three analysis components which are: 1) Data reduction, 2) Data presentation, and 3) Data verification and conclusion drawing. The findings indicate that punctuality in service delivery is affected by apparatuses’ physiological (physical and mental) abilities. Physiological abilities can be measured through 1) Attitudes. The success in service delivery rests on all people engaged inservice delivery. Either directly or indirectly, the image of Samsat Gorontalo will be depicted by its service delivery. Taxpayers will judge by the first impression when communicating with the people engaged in service delivery and 2) Attention. When delivering services, staff should consistently pay attention to and understand what is expected by taxpayers. If the public hasy shown enthusiasm in paying taxes, Samsat staff should make the required action immediately to respond to the public enthusiasm.
CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government services
D. BRIAN MARSON
APO International Technical Expert
Co-Founder and Senior Fellow, Institute for Citizen Centred Service
(www,iccs-isac.org)
Colombo, June 2015
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
Similar to A Literature Review On Quality Models For Online E-Government Services (20)
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Honest Reviews of Tim Han LMA Course Program.pptxtimhan337
Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
A Literature Review On Quality Models For Online E-Government Services
1. See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/287645907
A Literature Review on Quality Models for Online
E-Government Services
CHAPTER · JANUARY 2015
DOI: 10.4018/978-1-4666-9803-1.ch008
READS
6
3 AUTHORS:
Filipe Alexandre Sá
Municipio de Penacova
9 PUBLICATIONS 19 CITATIONS
SEE PROFILE
Álvaro Rocha
University of Coimbra
125 PUBLICATIONS 195 CITATIONS
SEE PROFILE
Manuel Pérez Cota
University of Vigo
99 PUBLICATIONS 171 CITATIONS
SEE PROFILE
All in-text references underlined in blue are linked to publications on ResearchGate,
letting you access and read them immediately.
Available from: Álvaro Rocha
Retrieved on: 11 January 2016
3. 155
A Literature Review on Quality Models for Online E-Government Services
development related policies have tried to widen the scope of their actions, bringing together the nec-
essary aspects for an accurate alignment between the implementation of public services and the needs
of the population. Consequently, Local Public Administrations are nowadays faced with a challenge of
administrative modernization, which tries to draw citizens closer to their services and, concurrently, to
dematerialize their processes (Rocha & Sá, 2013; Sá & Rocha, 2012).
Over the last years, the quality of services in the public sector has given way to significant concerns.
Many organizations have started to self-assess and measure the quality of the services they provide
(Papadomichelaki, Magoutas, Halaris, Apostolou, & Mentzas, 2006).
The European Commission (2013), in a press release, declared that in the universe of EU Citizens,
46% use the Internet to look for a job, to use the public library, to submit tax declarations, to register
births, to request a passport or to use other public administration services. In the same document, it is
said that 80% of the citizens believe that the public services offered on the Internet allow them to save
time, 76% appreciate their flexibility and 62% claim to save money with them. Consequently, it is of
the utmost importance to create and study methodologies and concepts that measure, in the context of
local municipalities, the quality of online e-Government services, in order to improve both the services
and the satisfaction level.
In the course of this study, a bibliographic review was carried out and relevant methodologies that
are used to measure the quality of two types of services were analysed: traditional and e-Government
services. The present chapter is the first step in a path that will lead to the creation or adaptation of a
methodology that is capable of globally evaluating the quality of services in a local online e-Government
context, by focusing on the dimensions of several existing methodologies. The main purpose of this
chapter is, therefore, to put into context and prepare the way for a more in-depth study which adapts or
creates, if necessary, a comprehensive evaluation methodology for local online e-Governments.
Accordingly, in the following sections, the framework was set and quality was defined according to
two types of services - traditional and e-Government services - and relevant methodologies that were
validated in several studies were analysed, focusing particularly on the main dimensions used by the
authors to put into practice their service quality measurements. This being the first step in a long path,
the intention is that, by the end of this chapter, the reader understands the direction and the method that
will be followed in order to use, adapt or create a methodology that is capable of measuring the quality
of local online e-Government services.
SERVICE QUALITY
Ever since the dawn of civilization, human beings resort to others for the provision of services. These
services vary from their most traditional format to modern day electronic services.
According to Parasuraman, Zeithaml and Berry (1985), when the consumer purchases a good in the
traditional way, he evaluates that purchase according to several factors, such its style, texture, colour,
tags, package, etc. On the other hand, the purchase of services is often intangible.
Parasuraman, Zeithaml and Malhotra (2005) contend that the term ‘traditional service quality’
includes the quality of every interaction experienced by clients outside of the Internet, as well as their
personal experiences with companies. When a citizen resorts to an organization for the provision of a
service, whether the interaction follows the traditional or the electronic format, there is a constant need
4. 156
A Literature Review on Quality Models for Online E-Government Services
to evaluate the quality of this interaction. The perspective of the client concerning the quality of the
service that was provided is fundamental to measure his satisfaction.
Parasuraman, Zeithaml and Berry (1988) had previously mentioned that the quality of the service is
determined by the difference between the expectations of the clients, the performance of the provider and
the assessment of the obtained service. Invariably, the perception of quality towards a provided service
involves two perspectives: that of the provider and that of the recipient of the service. This duality raises
several questions, and in order to be guaranteed, the quality of a service should be achieved through a
balance between expectations and actual satisfaction.
Client satisfaction is the main factor when determining the success of organizations in terms of
customer relationship (Siadat, 2008). The term ‘service quality’, independently of its environment, has
been recognized as one of the main factors behind the sustainability of a company, and also one of its
driving forces (Alanezi, Kamil, & Basri, 2010). The need to evaluate quality turned into a success factor
and service quality received a significant level of attention during the eighties, becoming a fundamental
strategic differentiation factor in terms of market share and profit growth (Al-Momani & Noor, 2009;
Philips, Chang, & Buzzell, 1983).
To Siadat (2008), satisfaction means obtaining what is wanted with the maximum possible satisfac-
tion of the client. If this is not achieved, the services and the products must be improved.
One of the first models that allowed to measure the quality of services was created in 1985 as a
conceptual model, in a study developed by Parasuraman et al. (1985). At the time, almost every service
provided followed the traditional method, and literature and public conscience were not yet aware of
the relevance of service quality, so, to develop this model, Parasuraman et al. (1985) had to carry out an
empirical study based on multiple interviews.
First, these interviews were divided in two groups: consumers and service providers. Within the two
groups, the interviews tried to encompass different fields, in order to obtain homogeneous results. With
the purpose of developing the model, and after studying the results of the interviews, Parasuraman et al.
(1985) identified five GAPS (Figure 1), divided in GAP 1 to GAP 4, on the part of the service provider,
and GAP 5, on the part of the consumer. These discrepancies emerged from the different perceptions
held by the companies providing the services towards their job and by the consumers towards the qual-
ity obtained.
The five identified gaps were:
Gap 1: The different perspective of the consumer expectation and the perception of these expectations
by the management/service provider, creates a gap and, consequently, a bad definition of service
quality;
Gap 2: The difficulty or inability to clearly evaluate the perception of the managers when they create
the specifications of the services;
Gap 3: The discrepancy between service quality specifications and the service that is actually delivered.
Human factors, and more specifically the performance of the service provider, may generate a
certain antipathy towards the defined standards;
Gap 4: The potential disparity between the provided and the communicated service. This disparity may
alter the expectations of clients. The service provider should not offer more or raise expectations
beyond the service that can actually be delivered.
Gap 5: The perception of quality that a consumer develops towards a service depends on the magnitude
and direction of the gap between the expected and the experienced service.
5. 157
A Literature Review on Quality Models for Online E-Government Services
During their model creation process, Parasuraman et al. (2005) mentioned that the perception of
service quality follows the comparison between the expected and the experienced service (Figure 2).
The conceptual model developed by Parasuraman et al. (1985) comprises ten dimensions which
reflect the quality of a service, namely:
1. Access: The ability to and ease of access to the services;
2. Communication: The ability to clearly communicate with and listen to clients;
3. Competence: The technical ability and aptitude to correctly deliver the intended service;
4. Courtesy: Friendliness, respect, understanding and consideration shown to the client.
5. Credibility: Honesty and acknowledgement on the part of the service provider;
6. Reliability: The ability to deliver the offered service in the scheduled date and time, independently
of any problems that may arise;
7. Responsiveness: The ability to help every client in an unhesitating way and to effectively and
positively promote the service;
8. Security: The perception of safety during the provision of the services;
9. Tangibles: The physical appearance of equipment and staff involved in the provision of services;
Figure 1. Service Quality Model (Parasuraman et al., 1985)
6. 158
A Literature Review on Quality Models for Online E-Government Services
10. Knowing the Customer: The ability to identify the existing clients and their respective needs.
After their study, Parasuraman et al. (1988) refined their service quality evaluation method and cre-
ated SERVQUAL. Thus, carrying out new studies, with new data collections and analysis, they were
able to improve their scale, reducing the initial ten dimensions to seven: 1) Tangibles; 2) Reliability;
3) Responsiveness; 4) Communication, Credibility, Safety, Competence; 5) Courtesy; 6) Knowing the
customer; and 7) Access.
In a second stage, which entailed another improvement of the study, SERVQUAL was reduced to
five dimensions:
1. Tangibles: the physical appearance of equipment’s and staff involved in the provision of services;
2. Reliability: The ability to deliver the offered service in the scheduled date and time, independently
of any problems that may arise;
3. Responsiveness: The ability to help every client in an unhesitating way and to effectively and
positively promote the service;
4. Assurance: The ability to inspire trust, security and technical quality on the part of the staff when
delivering a service;
5. Empathy: The available and unhesitating assistance provided to the client, individualized and
focused on his main interests.
With the evolution of the Internet, electronic services spread and increased all over the world. Avail-
able methodologies need to be capable of measuring services not only in their traditional format but
also in their electronic dimension. Bearing this in mind, the following section will analyse the quality
of electronic government services, based in relevant methodologies in the field.
Figure 2. Perception of Service Quality (Parasuraman et al., 1985)
7. 159
A Literature Review on Quality Models for Online E-Government Services
QUALITY OF E-GOVERNMENT SERVICES
Due to the ever-growing technological evolution and the daily access to public services by the population,
governments worldwide face a permanent challenge of transformation and reinvention, in order to deliver
services in an efficient, efficacious and cost effective way. Citizens, who are mere service users, are the
ones who evaluate this provision, and they are increasingly informed and demanding. Considering the
scope of this chapter, it is therefore fundamental to define what is understood by e-Government and to
analyse the available methodologies that evaluate the quality of services in this field.
To Rocha, Silva, Lamas, Castro and Silva (2005), an e-Government, in its broader meaning, con-
sists of a suitable and beneficial use of information and communication technologies by governmental
bodies – whether these are central, regional or local – both in their internal and external relations and,
particularly, in the relation they establish with the citizens
According to the report prepared by Unidade Missão Inovação and Conhecimento (2003), in its Ac-
tion Plan for Electronic Government, an e-Government is a “process supported by the development of
information technologies, which places citizens and companies in the center of attention, improves the
quality and the convenience of services and reinforces an active participation in the exercise of citizen-
ship. Simultaneously, it increases efficiency, reduces expenditures and contributes to the modernization
of the State”.
Thus, an e-Government can be defined as the use of information and communication technologies
by governments with the purpose of improving the quality of the services and the information provided
to citizens, and other interested parties, efficiently and profitably (Zaidi & Qteishat, 2012).
Al-Jaghoub, Al-Yaseen and Al-Hourani (2010) define an e-Government as the use of any type of
information and communication technology to improve the services and operations provided to multiple
users, namely citizens, companies and other governmental bodies.
In their turn, Alshehri, Drew, Alhussain and Alghamdi (2012) contend that an e-Government is un-
derstood as a “means to deliver government related information and services “. Similarly, Isaac (2007)
refers that the use of an e-Government, particularly in its Web based dimension, serves to improve the
access to governmental information and services by citizens, business partners, staff and other govern-
mental bodies.
In the e-Government context, according to the activities and the type of relationships, Al-Jaghoub et
al. (2010) consider the following: Government-to-Citizens or Government-to-Clients, Government-to-
Business/Companies, Government-to-Employees, Government-to-Government and Citizen-to-Citizen.
Zaidi and Qteishat (2012), on the other hand, define only three: Government-to-Citizen, Government-
to-Business/Companies and Government-to-Government.
PapadomichelakiandMentzas(2009)contendthatoneofthemaincriticalfactorsinthee-Government
evolution is the development of Websites that better serve the needs of citizens. However, we face a chal-
lenge: the implementation of the idea that an e-Government is not a technology but, on the contrary, the
use of technologies in the service of governmental institutions, whose purpose is to improve the quality of
life of their citizens by redefining the relationship they establish with their government (Kumar, Mukerji,
Butt, & Persaud, 2007). According to Gautrin (2004), the existence of online services in the govern-
mental field can significantly increase accessibility, as well as save the time and the money of citizens.
The general conclusion that emerges from the report prepared and presented by the United Nations
(2012) within the United Nation E-Government Survey is that, despite the current global recession cli-
8. 160
A Literature Review on Quality Models for Online E-Government Services
mate and considering the continual need to provide services, governments need to start rethinking their
e-Government strategies, in order to create synergies and reach a sustainable development.
Therefore, governments need to work concertedly in order to explore the potential of social media in
its entirety, conveying objective messages and offering efficient information services, and also promoting
and raising the awareness of citizens in order to obtain a greater take-up service, an improved feedback
and suggestions to optimize (United Nations, 2012).
Accordingly,thee-Governmentsphereneedstobeanalysedandrethought,inordertofindthebestway
to satisfy the real needs of citizens. The perception that the mere automation of services and publication
of information constitutes an e-Government is incorrect. E-Governments must entail the configuration
and use of technologies, information systems and the media, with the purpose of changing or adapting
their administrative processes, maximizing the quality of the interaction (by promoting their services
and information) with their citizens, companies or other government bodies.
From the provision of services in its traditional format to current e-Government services, the need
to measure the quality of services is a fact (Rocha, 2012). To that end, several methodologies have been
developed according to the specificities of different services, or even adapted, revising and adding di-
mensions for different types of services.
In 2009, Papadomichelaki and Mentzas created and contextualized the e-GovQual as a model devel-
oped to measure the quality of e-Government services.
In an early stage, after a bibliographical review, six dimensions were defined:
1. Ease of Use: How easily citizens interact with the Website;
2. Trust (Privacy/Security): Like Alanezi et al. (2010), Papadomichelaki and Mentzas (2009) men-
tion the level of security and personal user data protection offered by Governmental Websites, as
well as the trust that the citizen has towards a service that is free from risk, doubt or danger, during
the entire electronic process;
3. Functionality of the Interaction Environment: The quality of the interaction between the citizen
and the service delivered by an e-Government portal. Online forms should include help to aid the
citizens when they are filling out the fields in any given moment, as well as alternative choices as
to what a citizen may or can do with the form (i.e.: print, save, etc.);
4. Reliability: The service that is offered and promised must be delivered accurately, consistently
and in a timely manner. This dimension concerns the correct technical running of the operation
and accuracy of service delivery. A relationship of trust must be created between the citizen and
the electronic government Website;
5. Content and Appearance of Information: The quality of the information provided, as well as
its presentation. This information must be complete, accurate, concise and relevant. Li and Suomi
(2009) and Alanezi et al. (2010) had already mentioned some of these information quality related
attributes. It is also important to note that Papadomichelaki and Mentzas (2009) state that this
dimension should bear in consideration the layout, which should include a number of specific
characteristics, namely: suitable colours, correct graphics and a proper Website size;
6. Citizen Support (Interactivity): The help provided by the organization, with the purpose of
supporting the citizens in their information queries concerning the organization or the assistance
provided during transactions. This help can merely consist of user guidelines, help pages, frequently
asked questions or improved communication methods.
9. 161
A Literature Review on Quality Models for Online E-Government Services
The simultaneous use of these six dimensions (Figure 3), with their respective items, enables the
measurement of e-Government related services.
In order to validate and confirm this methodology, the authors prepared a questionnaire, whose data
analysis allowed them to examine and verify the reliability of the six initial dimensions, as well as their
respective items. Consequently, they redefined the methodology reducing the dimensions to four: 1) Reli-
ability;2)Efficiency;3)CitizenSupport;and4)Trust.Thesefourdimensionscomprisetwentyfiveitems.
In 2010, Alanezi, Kamil and Basri, elaborated a proposal to measure the quality of e-Government
services. This proposal was developed based on the analysis of several scientific and academic studies
in the field of electronic services. From this analysis, Alanezi et al. (2010) developed a proposal with
seven dimensions, based on the SERVQUAL methodology of Parasuraman et al. (2005). Alanezi et al.
(2010) adapted the five dimensions of SERVQUAL, and added two new ones:
1. Website Design: Technical operation and appearance of the e-Government Website;
2. Reliability: The satisfaction towards a timely delivery of the service. For instance, the action of
emailing or contacting the customer by phone, increasing the trust in the delivery of the right
products with appropriate charges;
3. Responsiveness: If the delivered service was truly useful and was not delayed. If the service actu-
ally answers questions in a useful and timely manner;
4. Security/Privacy: Level of security and personal user data protection offered by government
Websites. Li and Suomi (2009) refer to this dimension as the perception that the clients have of
being free from danger and safe during all the processes pertaining to the service provision;
Figure 3. e-Government Services Quality (Papadomichelaki & Mentzas, 2009)
10. 162
A Literature Review on Quality Models for Online E-Government Services
5. Customization: The will to provide services with special care and an individualized attention to
consumers. In the SERVQUAL methodology this dimension is referred to as empathy, but it is not
focused on electronic services. According to Alanezi et al. (2010), this change takes place because
online services do not entail a direct contact between the client and the staff;
6. Information: Information provided by the e-Government service. It must be accurate, current
and easy to understand. Li and Suomi (2009) mention that quality information must contain some
attributes, such as: currency, timeliness, accuracy, relevancy and ease of understanding;
7. Ease of Use: The ease of use level of e-Government Websites. Any Website should be user friendly,
in order to guarantee his satisfaction.
Alanezi et al. (2010), in their proposal, also mentioned which items should be applied to each dimen-
sions.
In 2012, Zaidi and Qteishat developed the e-GSQA Framework. The purpose of their study was to
determine the quality of services from the point of view of citizens. It is important to notice that these
authors perceive e-Commerce and e-Government as belonging to the same field in practical terms, to
the extent that the service delivery channel is the same. By carrying out a review of the available lit-
erature and several studies, the authors developed this Framework, modifying and joining the E-S-Qual
(Parasuraman et al., 2005) and E-GovQual (Papadomichelaki & Mentzas, 2009) models and the norm
ISO/IEC 9126 (ISO/IEC, 2001). This study adapted, created and validated the following dimensions: 1)
WebSite Quality; 2) Design; 3) Reliability; 4) Responsiveness; 5) Security; 6) Privacy; 7) Efficiency; 8)
Ease of Use; and 9) Citizen Confidence.
Zaidi and Qteishat (2012) structured their proposal according to the following scheme (Figure 4).
After designing and developing the framework, Zaidi and Qteishat (2012) carried out its validation,
interviewing electronic tax service users (e-tax) from India.
Recently, Hien (2014) took upon himself the task of reviewing, defining and gathering concepts and
dimensions about the quality concerning e-services and e-Government. This chapter reveals the first
step of an ambitious and rather useful plan, to develop both a new scale for measuring the quality of
e-Government and identify the key points to bear in mind along the way.
According to the author, the existing studies regarding electronic services despite being scarce, they
also fail because:
1. They approach quality concerning mainly the organization and the public service;
2. All the research has been done through a global and integrated approach, as to explore the quality
of services, regarding electronic Government.
Hien (2014) states that according to several studies he himself analysed, the quality of electronic
services has been assumed only according to two points of view: the quality of service and the quality
of information. The author thus offers a new vision focused on the internal process of organizations,
also known as “quality organization perspective”.
Starting by the service quality perspective, Hien (2014) bases his analysis upon the relevance of self-
service technology and marketing to identify and work on three key-dimensions:
1. Reliability: the capacity for the organization to provide the services in a precise and trustful way;
11. 163
A Literature Review on Quality Models for Online E-Government Services
2. Communication: the ability to provide easy access to all services, relying on several communica-
tion channels, to keep costumers updated;
3. Response: the organization’s ability to support its customers by providing and managing a fast and
efficient service.
As far as the information quality is concerned, based on Technology Acceptance Model and Infor-
mation Systems Model, this study explores some dimensions that, when related, influence the adoption
and the vision upon electronic Government significantly. Out of these dimensions, the author selected
and defined three:
Figure 4. e-Government Services Quality (Zaidi & Qteishat, 2012)
12. 164
A Literature Review on Quality Models for Online E-Government Services
1. Easy to Use: understanding the content and the layout of websites. To the authors, this dimension
includes the information, as well as a clear description of a product or service;
2. Content: this involves quantity, quality, accuracy and personalization of information;
3. Trust and Security: as to do with data and information protection, as well as to ensure security
throughout the transaction process.
According to Hien (2014), in the context of e-services quality, the term “organization” is used to refer
also to the management and all the actions taken to support the organization itself. This should include
all the internal processes in the sense that it must provide the citizens the necessary electronic services.
So, the study focused on the research according to two dimensions:
1. E-Governance:Informationandserviceimprovementbytheuseofcomputertechnologies,toencour-
age citizens to get involved in decision taking. This measure is supposed to make the Government’s
actions more responsible, transparent and effective. This is strictly related to management, reason
why general information and services provided must be even more effective.
2. CIO (Executive Position in an Organization): The effects and actions an CIO can undertake as
key-variable in the services within an organization. As far as e-Government is concerned, it refers
to the role of those responsible for information systems.
Hien (2014) based upon previous research papers regarding electronic services, and e-Government
presents his theoretical model as shown below (see figure 5).
The model to evaluate service quality thus includes eight dimensions, grouped according to three
different perspectives:
• Quality of service;
• Quality of information;
• Quality of organization.
Being this an initial study, Hien (2014) states that, in order to verify all the dimensions, to test all
the hypothesis possible and check all the aspects involved, a questionnaire will be handed to specialists
related to electronic services, as to assess the study. The author also claims that, apart from the neces-
sary state of the art revision, the research will undertake a quantitative approach, so it can validate and
verify the quality of the empirical study, as well as to apply the PLS (Partial Least Squares), to test all
the hypothesis and connections pointed out.
CONCLUSION
The maingoal ofthepresent chapter wasthebibliographicalsystematizationofmethodologiesdeveloped
to evaluate the quality of traditional and e-Government services. Accordingly, a definition of what was
perceived as traditional and e-Government services was made, presenting the relevant methodologies
in the fields.
In terms of traditional service quality, first an analysis of several models and methodologies was car-
ried out, initiating the study with the conceptual model developed by Parasuraman et al. (1985), which
13. 165
A Literature Review on Quality Models for Online E-Government Services
comprises ten dimensions. This conceptual model served as a base for the SERVQUAL methodology,
with five dimensions, (Tangibles, Reliability, Sensibility, Responsiveness, Security, Empathy), devel-
oped by Parasuraman et al. (1988). Both methodologies served as a base for several new methodologies/
frameworks and multiple studies.
Finally, in the e-Governnent context, the E-GovQual methodologies developed by Papadomichelaki
and Mentzas (2009) were analyzed, with six dimensions, and the model proposed by Alanezi et al. (2010),
with seven dimensions, which, according to the authors, adapts the five SERVQUAL dimensions and
adds two new. The next methodology analysed was the GSQA from (Zaidi and Qteishat (2012)), whose
definition joins the E-S-Qual and E-GovQual models and the norm ISO/IEC 9126. The last model ana-
lysed was the one stated by Hien (2014), in which he offers a new perspective on the subject, a vision
focused on the internal process of organizations, also known as “Quality Organization Perspective”.
This is the reason why this model includes eight dimensions grouped according to three perspectives
on quality: Service, Information and, finally, Organization.
Despite being different, these models comprise common dimensions, such as security/reliability,
information, tangibles, system availability, amongst others. Thus, this investigation work allowed the
identification and definition, with the necessary adaptation to the context of local electronic services, of a
listcomprisedbytwentythreedimensions(Table1)basedontheliteraturereviewandauthorsperception.
Figure 5. Hien framework Hien (2014)
14. 166
A Literature Review on Quality Models for Online E-Government Services
FUTURE WORK
The present chapter belongs to the first stage (see Figure 6) of a process that will allow the conception/
adaptation or usage of a methodology that is capable of evaluating an online e-Government in the con-
text of local municipalities. Being a preliminary study by nature, it needs to be redefined and improved,
further developing new methodologies and/or frameworks to be used in the context of electronic services
evaluation, namely in the e-Government field.
With the purpose of identifying, validating and thus complementing the list of dimensions defined
in literature review, a conclusion was made that it would be useful and effective to additionally carry
out a number of interviews to experts in the Local Government field, namely large scale (Coimbra and
Figueira da Foz), medium scale Portuguese municipalities (Condeixa-a-Nova, Cantanhede, Penela,
Mealhada, Penacova and Arganil), and small scale (Pampilhosa da Serra and Vila Nova de Poiares), an
Inter-municipal Community (CIM Região de Coimbra), one of the main software providers for local
municipalities (Associação Informática da Região Centro) and members of a consultancy company in
Table 1. Dimensions of Local e-Government based on the literature review and authors perception
Provenance Name
e-Government Services E- Governance
Politicians Role
Customization
Technical Quality of the Website
Transparency of Actions
Electronic Services Emotional Appeal
Service Availability
Website Innovation
On-line Integrity
Advantage of On-line Services
Performance
Processing Speed
Electronic and e-Government Services Customer Support
Alternative Channels
Reliability
Delivery and Deadlines
Task Information
Information Quality
Complaints
Privacy
Safety
Usability
Website Design
15. 167
A Literature Review on Quality Models for Online E-Government Services
the e-Government field, Deloitte. In this stage of the investigation, sixteen out of twenty four initial
questionnaires were already carried out.
In a later stage, the necessary dimensions to initiate the development of a methodology that will be
capable of evaluating online e-Governments in a local context will be defined, using a Delphi method.
After their validation, the definition and creation of specific items for each dimension will be necessary.
Finally, a methodology will be validated in a real context. In the course of this process, the end of each
stage (Figure 6) will entail its validation or redefinition.
REFERENCES
Al-Jaghoub, S., Al-Yaseen, H., & Al-Hourani, M. (2010). Evaluation of awareness and acceptability
of using e-Government services in developing countries: The case of Jordan. The Electronic Journal
Information Systems Evaluation, 13(1), 1-8.
Al-Momani, K., & Noor, N. A. M. (2009). E- Service quality, ease of use, usability and enjoyment as
antecedents of E-CRM performance: An empirical investigation in Jordan mobile phone services. The
Asian Journal of Technology Management, 2(2), 50-63.
Alanezi, M. A., Kamil, A., & Basri, S. (2010). A proposed instrument dimensions for measuring e-gov-
ernment service quality. International Journal of u- and e-Service, Science and Technology, 3(4), 1-18.
Alshehri, M., Drew, S., Alhussain, T., & Alghamdi, R. (2012). The effects of website quality on adop-
tion of e-Government service: An empirical study applying UTAUT model using SEM. Paper presented
at the 23rd Australian conference on information systems, Geelong, Australia.
EuropeanCommission.(2013).eGovernmentimproving butcitizensaskformore [Press release].Author.
Gautrin, H.-F. (2004). Connecting Québec to its citizens. Report on e-Government - Québec, 1-34.
Hien, N. M. (2014). A study on evaluation of e-Government service quality. International Journal of
Social, Management, Economics and Business Engineering, 8(1),16-19.
Isaac, W. C. (2007). Performance measurement for the e-Government initiatives: A comparative study.
Nova Southeastern University.
Figure 6. Stages of the Study
16. 168
A Literature Review on Quality Models for Online E-Government Services
ISO/IEC. (2001). ISO/IEC 9126-1:2001(E): Software engineering - Product quality – Part 1: Quality
model: International organization for standardization. Author.
Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-Government adoption:
A conceptual framework. The Electronic Journal of e-Government, 5(1), 63-76.
Li, H., & Suomi, R. (2009). A proposed scale for measuring e-Service quality. International Journal of
u- and e-Service, Science and Technology, 2(1), 1-10.
Papadomichelaki, X., Magoutas, B., Halaris, C., Apostolou, D., & Mentzas, G. (2006). A review of
quality dimensions in e-Government services. In EGOV 2006 (vol. 4048, pp. 128-138). Springer.
Papadomichelaki, X., & Mentzas, G. (2009). A multiple-item scale for assessing e-Government service
Quality. In EGOV 2009 (vol. 5693, pp. 163-175). Springer.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49(4), 41–50. doi:10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for mea-
suring consumer perceptions of service quality. Journal of retailing (Spring), 64(1), 12–40.
Parasuraman,A.,Zeithaml,V.A.,&Malhotra,A.(2005).E-S-QUAL-Amultiple-itemscaleforassessing
electronic service quality. Journal of Service Research, 7(10), 1-21. doi: 10.1177/1094670504271156
Philips, L. W., Chang, D. R., & Buzzell, R. D. (1983). Product quality, cost position and business perfor-
mance:Atestofsomekeyhypotheses.Journalofmarketing(Spring),47(2),26–43.doi:10.2307/1251491
Rocha, Á. (2012). Framework for a global quality evaluation of a website. Online Information Review,
36(3), 374–382. doi:10.1108/14684521211241404
Rocha, Á., & Sá, F. (2013). Planning the information architecture in a local public administration orga-
nization. Information Development, 9, 1-14. doi: 10.1177/0266666913489841
Rocha, Á., Silva, C., Lamas, M., Castro, R., & Silva, S. (2005). Governo electrónico nas juntas de freg-
uesia: Situação na região do minho. Paper presented at the 5ª Conferência da associação portuguesa de
sistemas de informação, 26-28 de Outubro, Bragança.
Sá, F., & Rocha, Á. (2012). Definição da arquitetura de informação em organismo da administração
pública local. RISTI - Revista Ibérica de Sistemas e Tecnologias de Informação, 10, 51-64. doi: 10.4304/
risti.10.51-64
Siadat, S. H. (2008). Measuring Service Quality Using SERVQUAL Model: A case study of e-Retailing
in Iran. Universiti Teknologi Malayasia.
Unidade Missão Inovação e Conhecimento. (2003). Qualidade e eficiência dos serviços Públicos. Plano
de acção para o governo eletrónico.
United Nations. (2012). E-Government Survey 2012 - E-Government for the people. UN.
Zaidi, S. F. H., & Qteishat, M. K. (2012). Assessing e-Government service delivery (Government to
citizen). International Journal of eBusiness and eGovernment Studies, 4(1), 45-54.
17. 169
A Literature Review on Quality Models for Online E-Government Services
KEY TERMS AND DEFINITIONS
e-Government: It comprises the adequate and beneficial use of tecnologies and information systems
by governmental organisms in order to provide their services in a electronic manner. There are several
definitions of eGovernment, meaning almost the same but having a slighty different view on it.
e-Participation: Electronic participation on behalf of citizens in an effective and satisfactory way,
recoursing to opinions, suggestions and other contributes about all valences of services and decision-
making provided by the government.
e-Services: Represents one prominent application of the use of information and communication
technologies (ICTs) in different areas.
Local e-Democracy: Usage of technology and information systems in order to provide the means
for citizens to carry out their democratic duties, in accordance to legislations and constitutions that reign
the Local Government.
Local e-Government Services: Represents the provision of specific services in the range of local
government, conceived in an electronic manner for a specific territory and target citizens, through dis-
tinct delivery electronic channels.
Quality Dimensions: Quality attributes (dimensions) represent specific criteria for the evaluation of
a service. Some examples are: Usability, quality of information, Transparency, etc.
Quality Models: Models for the evaluation of the quality of provided services, either in their tra-
ditional or electronic form. It represents tools for measuring the quality of all interactions between a
company/organization and their clients based on the perception of their experiences.