There are number of dimensions for service quality which have been used in evaluating effectiveness of service particular in the business. And through those dimension a service can be termed as a good (quality). Although what matters here is to deliver quality service, so are there any specific dimensions that could be also applicable for measuring e-government service quality?
Service level objectives are arrived and agreed upon as SLA (Service Level Agreement)....The required services are measured on Money , Time, Returns (MTR)...For more clarifications
https://www.researchgate.net/publication/262156307_Performance_Measure_ability_Index?ev=prf_pub
Data Performance Measure ability Index
Take a look at DeLone & McLean's (2002) revised IS Success Model. It shows the constructs of of information quality, system quality, and service quality, and how they relate to intention to use and user satisfaction.
Dear Anna,
have a look at ISO/IEC 25010. According to it, the quality of a software product is “the degree to which the system satisfies the stated and implied needs of its various stakeholders, and thus provides value”. The product quality model defined in this stanard can be used.
You can read about this standard im my papers:
https://www.researchgate.net/publication/268277715_Assessing_the_quality_of_e-government_portals__the_Polish_experience
https://www.researchgate.net/publication/268277582_Factors_affecting_success_of_e-government_portals_A_perspective_of_software_quality_model
Good luck,
Ewa
Conference Paper Assessing the quality of e-government portals – the Polish experience
Conference Paper Factors affecting success of e-government portals: A perspec...
Dear Anna,
Please allow me to share with you my latest published paper entitled " Investigating the Strategic Relationship between Information Quality and E-Government Benefits: A Literature Review" that may help answer your question
Best wishes- Ali
Dear Anna,
the following article may be of some help: Gilbert, D, Balestrini, P.P. and Littleboy, D. (2004) Barriers and Benefits in the Adoption of e-government, International Journal of Public Sector Management, 17(4/5).
There are a couple of scales developed in prior research for assessing e-government service quality. My review paper on e-government service quality is forthcoming in Feb in the journal 'The Marketing Review'....
There are a couple of scales developed in prior research for assessing e-government service quality. My review paper on e-government service quality is forthcoming in Feb in the journal 'The Marketing Review'....
I have published a paper that consider the service quality, systems quality and information quality in the adoption of e-government
Alenezi, H., Tarhini, A., Sharma, S.k, (2015),"Development of quantitative model to investigate the strategic relationship between information quality and e-government benefits", Transforming Government: People, Process and Policy, Vol. 9 Iss 3 pp. 324 - 351
Permanent link to this document:
http://dx.doi.org/10.1108/TG-01-2015-0004
Please inbox me if you dont have access to the journal (its not open access)
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