Research on digital government focus mainly was hitherto on strategic implementation of government services, without an accountability of service quality expected by the users. Good service quality helps in return users and thus can enhance the usage of e-government services. Very few studies which have been done on e-government service quality. Researchers generally adopt multidimensional scale proposed for e-commerce to measure the e-service quality of government projects. But are the two comparable? An empirical research based on conceptual model in this paper highlights to what extent an e-commerce model can be implemented to evaluate the service quality of government digital services offered over the internet. The findings have been explained, which can serve as a valuable input for researchers and practitioners to understand user perceived service quality for e-government portals. The study was based on an Indian Government portal and might be a limitation for taking a holistic approach to address the issues existing in government portals of different countries.
AladwaniaA. M.PalviaP. C. (2002), “Developing and Validating an Instrument for Measuring user-perceived Web Quality”, Information & Management, Vol. 39 (6), pp. 467–476.
2.
BarnesS. J.VidgenR. T. (2002), “An Integrative Approach to the Assessment of E-commerce Quality”, Journal of Electronic Commerce Research, Vol. 3 (3), pp. 114–127.
3.
BaumC.Di MaioA.CaldwellF. (2000), “What is eGovernment?” Gartner's Definitions. Research Note (TU-11-6474).
4.
BertotJ. C.JaegerP. T.McclureC. R. (2008), “Citizen-centered e-government Services: Benefits, Costs, and Research Needs”, The Proceedings of the 9th Annual International Digital Government Research Conference.
5.
CoxJ.DaleB.G. (2001), “Service Quality and e-commerce: An Exploratory Analysis”, Managing Service Quality, Vol. 11 (2), pp. 121–131.
6.
DavisF. D. (1989), “Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology,MIS Quarterly, Vol. 13 (3), pp. 319–340.
7.
DeLoneW. H.McLeanE. R. (1992), “Information Systems Success: The Quest for the Dependent Variable”, Information Systems Research, Vol. 3 (1), pp. 60–95.
8.
DevarajS.FanM.KohliR. (2002), “Antecedents of B2C Channel Satisfaction and Preference: Validating Ecommerce Metrics”, Information Systems Research, Vol. 13 (3), pp. 316–333.
9.
EschenfelderK. R. (2004), “Behind the Web Site: An Inside Look at the Production of Web-Based Textual Government Information”, Government Information Quarterly, Vol. 21, pp. 337–358.
10.
FieldA. P. (2005), Discovering Statistics using SPSS: SAGE Publications.
11.
FornellC.LarckerD. F. (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”, Journal of Marketing Research, Vol. 48, pp. 39–50.
12.
GantD. B.GantJ. P. (2003), “Enhancing E-Service Delivery in State Government”, E-Government 2003 (IBM Endowmnet series on Business of Government. AbramsonMark A.MorinTherese L. (eds). Rowman & Littlefield Publishers, Inc.
13.
GarrityE. J.SandersG. L. (1998), Information Systems Success Measurement. Hershey, USA: Idea Group Publishing.
14.
GefenD. (2002), “Customer Loyalty in e-commerce”, Journal of the Association for Information Systems, Vol. 3, pp. 27–51.
15.
GefenD.StraubD. W. (2000), “The Relative Importance of Perceived Ease of use in IS Adoption: A Study of E-commerce Adoption”, Journal of the Association for Information Systems, Vol. 1 (8), pp. 1–28.
16.
GroverV.JeongS. R.SegarsA. H. (1996), “Information Systems Effectiveness: The Construct Space and Patterns of Application”, Information and Management, Vol. 31, pp. 177–191.
17.
GrönroosC. (1982), “Strategic Management and Marketing in the Service Sector”, Marketing Science Institute. Cambridge, M.A.
18.
GummenssonE. (1979), “The Marketing of Professional Services-An Organizational Dilemma”, European Journal of Marketing, Vol. 13 (5), pp. 308–318.
19.
HairJ. F.Jr.AndersonR. E.TathamR. L.BlackW. C. (1998), Multivariate Data Analysis, (5th Edition). Upper Saddle River, NJ: Prentice Hall.
20.
HeijdenH. V. D. (2005), “Using the Technology Acceptance Model to Predict Website Usage: Extensions and Empirical Test”, Series Research Memoranda, Free University Amsterdam, Faculty of Economics, Business Administration and Econometrics Technical Report, No. 0025, <http://ideas.repec.org/p/dgr/vuarem/2000-25.html>, 2000.
21.
JonesS.HackneyR.IraniZ. (2007), “Towards E-Government Transformation: Conceptualising “Citizen Engagement” A Research Note”, Transforming Government: People, Process and Policy, Vol. 1 (2), pp. 145–152.
22.
JunZ.LiangliangC.FubinL. (2009), “E-S-QUAL: Its Applicability in Evaluating E-government Web Sites Service Quality”, Information Engineering and Electronic Commerce, 2009. IEEC apos; 09. International Symposium on Volume, Issue, 16–17 May 2009 pp. 515–518.
23.
KanatI. E.OzkanS. (2009), “Exploring Citizens' Perception of Government to Citizen Services — A Model Based on Theory of Planned Behaviour (TBP)”, Transforming Government: People, Process and PolicyVol. 3 (4), pp. 406–419.
24.
KimM.KimJ-H.LennonS. J. (2006), “Online Service Attributes Available on Apparel Retail Websites: An E-S-Qual Approach”, Managing Service Quality, Vol. 16 (1), pp. 51–57.
25.
LiY. N.TanK. C.XieM. (2002), “Measuring Web-based Service Quality”, Total Quality Management, Vol. 13 (5), pp. 685–700.
26.
LiuC.ArnettK. P. (2000), “Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce”, Information & Management, Vol. 38 (1) pp. 23–33.
27.
LoiaconoE. T.WatsonR. T.GoodhueD.L. (2002), “WebQual: A Measure of Web Site Quality, Marketing Educators' Conference”, Marketing Theory and Applications, Vol. 13, pp. 432–437.
28.
MaduC. N.MaduA. A. (2002), “Dimensions of e-quality”, International Journal of Quality & Reliability Management, Vol. 19 (3), pp. 246–258.
29.
MarshH. W.HauK. T.WenZ. (2004), “In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's Findings”, Structural Equation Modeling, Vol. 11 (3), pp. 320–341.
30.
MollaA.LickerP. S. (2001), “E-Commerce Systems Success: An Attempt to Extend and Respecify the Delone and Maclean Model of IS Success”.Journal of Electronic Commerce Research, Vol. 2 (4), pp. 131–141.
31.
MoonJ.KimY. (2001), “Extending the TAM for a World Wide Web Context”, Information & Management, Vol. 38, pp. 217–230.
32.
OjhaA.SahuG. P.GuptaM. P. (2008), “Antecedents of Paperless Income Tax Filing by Young Professionals in India: An Exploratory Study”, Transforming Government: People, Process and Policy, Vol. 3 (1), pp. 65–90.
33.
ParasuramanA.ZeithamlV. A.BerryL. L. (1988), “SERVQUAL: A Multi-item Scale Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, Vol. 64 (1), pp. 12–37.
34.
ParasuramanA.ZeithamlV. A.MalhotraA. (2005), “E-S-QUAL: A Multiple-item Scale for Assessing Electronic Service Quality”, Journal of Service Research, Vol. 7 (3), pp. 213–234.
ReddickC. G. (2005), “Citizen Interaction with E-Government: From the Streets to Servers?”, GovernmentInformation Quaterly, Vol. 22, pp. 38–57.
37.
SeddonP. B. (1997), “A Respecification and Extension of the Delone and McLean Model of IS Success”, Information Systems Research, Vol. 8 (3), pp. 240–252.
38.
SeddonP.B.KiewM-Y. (1996) “A Partial Test and Development of Delone and Mclean's Model of IS Success”,Australian Journal of Information Systems, Vol. 4 (1), pp. 90–104.
39.
SiddiqueeN.A. (2008), “Service Delivery Innovations and Governance: The Malaysian Experience”, Transforming Government: People, Process and Policy, Vol. 2 (3), pp. 194–213.
40.
Van RielA. C. R.LiljanderV.JurriënsP. (2001), “Exploring Consumer Evaluations of E-Services: A Portal Site”, International Journal of Service Industry Management, Vol. 12 (4), pp. 359–377.
41.
VenkateshV. (2000), “Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model”, Information Systems Research, Vol. 11 (4), pp. 342–365.
42.
VenkateshV.DavisF. D. (2000), “A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies,”Management Science, Vol. 46 (2), pp. 186–204.
43.
WangY. S.WangY. M.LinH. H.TangT. I. (2003), “Determinants of User Acceptance of Internet Banking: An Empirical Study”, International Journal of Service Industry Management, Vol. 14 (5), pp. 501–519.
44.
WangL.BretschneiderS.GantJ. (2005), “Evaluating Web-based e-Government Services with a Citizen-centric Approach”, Proceedings of the 38th Hawaii International Conference on System Sciences, Big Island, HI.
45.
WangY. S.LiaoY. W. (2008), “Assessing eGovernment Systems Success: A Validation of the Delone and Mclean Model of Information Systems Success”, Government Information Quarterly, Vol. 25, pp. 717–733.
46.
WelchE. W.PandeyS. (2007), “Multiple Measures of Website Effectiveness and their Association with Service Quality in Health and Human Service Agencies”, Proceedings of the 40th Hawaii International Conference on System Science.
47.
WolfinbargerM.GillyM. C. (2001), “Shopping Online for Freedom, Control, and Fun”, California Management Review, Vol. 43 (2), pp. 34–55.
48.
WolfinbargerM.GillyM. C. (2002), “COMQ: Dimensionalizing, Measuring and Predicting Quality of the e-tailing Experience”, Working Paper, Marketing Science Institute, Cambridge MA, pp. 1–51.
49.
WolfinbargerM.GillyM. C. (2003), “E-TailQ: Dimensionalizing, Measuring and Predicting Etail Quality”, Journal of Retailing, Vol. 27 pp.183–198.
50.
YangZ.CaiS.ZhouZ.ZhouN. (2005), “Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals”, Information & Management, Vol. 42, pp. 575–589.
51.
YooB.DonthuN. (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),”Quarterly Journal of Electronic Commerce, Vol. 2 (1), pp. 31–46.
52.
ZeithamlV.A.ParasuramanA.MalhotraA. (2000), “e-service Quality: Definition, Dimensions and Conceptual Model”, Marketing Science Institute Working Paper Series, Cambridge, MA.
53.
ZeithamlV. A.ParasuramanA.MalhotraA. (2002), “An Empirical Examination of the Service Quality-Value-Loyalty Chain in an Electronic Channel”, Working Paper, University of North Carolina, Chapel Hill, NC.
54.
ZeithamlV.RustR.LemonK. (2001), “The Customer Pyramid: Creating and Serving Profitable Customers”, California Management Review, Vol. 43 (4), pp. 118–142.
