I am intending to assess the quality of e-service delivery by the government of Bangladesh. Which service quality model would be ideal for assessing ICT-based services provided by the government agencies, please?
You may find valuable to read:
Saha, P., Nath, A., & Salehi-Sangari, E. (2010, August). Success of government e-service delivery: does satisfaction matter?. In International Conference on Electronic Government (pp. 204-215). Springer, Berlin, Heidelberg.
Shah Md. Safiul Hoque please review this article, I hope you will find it useful.
Article Measuring and Comparing the Desired and Actual Service Quali...
SERVQUAL cannot really 'measure' service quality. Quality of service is subjective, determined by the receiver. Therefor its measurement should be based on a measure of customer perception. A 10.000 feet definition would be Q=E-P, quality of service is expected service minus perceived service. Determine key result indicators for both, and do the math. A negative outcome reflects a negative perception, etc.
Dear Shah,
You can apply SERVQUAL model for your study. The original tool includes five service quality factors and 22 generic items. It dates back to 80's, and the idea of service quality = customer perception - customer expectation still holds. You can custom tailor the SERVQUAL factors and associated items to build a specific tool for e-government services, if not already developed by another researcher.
Hope this helps.
Quality is a subjective and objective attribute. While designing a quality assessment it is important to have in mind the users profile and preferences. I would suggest to create an customized assessment based upon local requirements using both quantitative and qualitative assessment.
So, quantitative assessment is rather technical and can use models that are designed to measure any portal ability to process requests. Government or not, the ability to function while processing a suitable number of requests is the same. In terms of perception of quality you need a survey.
- Badges
- Science topic
- Similar topics
- Computer Science
- Research Topics