Classification and synthesis of quality approaches in e‐government services
Bibliographic Data
| ID | 12420685 |
|---|---|
| Authors | Christos Halaris (Institute of Communication and Computer Systems, corresponding author), Babis Magoutas (0000-0003-2988-341X, Institute of Communication and Computer Systems), Xenia Papadomichelaki (National Technical University of Athens), Gregoris Mentzas (0000-0002-3305-3796, Institute of Communication and Computer Systems) |
| Year | 2007 |
| Volume | 17 |
| Issue | 4 |
| Pages | 378-401 |
| Publication date | 2007-08-18 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Internet Research (JOURNAL) |
| Journal identifiers | ISSN: 1066-2243 • E-ISSN: 2054-5657 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/10662240710828058 |
| OpenAlex | W1975857669 |
| Language | EN |
| Citations received | 11 |
| References cited | 26 |
Purpose The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and outline the main components of a quality model for e‐government services. Design/methodology/approach Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e‐services in general and more specifically e‐government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e‐government services. Findings Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e‐services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications This model can be used by the management of public organizations in order to measure and monitor the quality of e‐services delivered to citizens. Originality/value The results of the work presented in this paper form the basis for the development of a quality model for e‐government services
Business · Economics · Government (linguistics · Knowledge management · Management science · Originality · Process management · Public sector · Quality (philosophy · Quality management · Quality policy · Service (business · Service quality · Services computing · Sociology · Web service · Work (physics · World Wide Web · Computer Science · Customer Service Quality and Loyalty · E-Government and Public Services · Engineering · Technology Adoption and User Behaviour · Marketing
An examination of the e-government service value chain
Engaged Scholarship in Research on Information Technology in Government
Cobra framework to evaluate e-government services
The nature of public e-services and their quality dimensions
Artificial intelligence in public services
An empirical and comparative analysis of E-government performance measurement models
Quality assessment of service bundles for governmental one-stop portals
Manifestations of e-government usage in post-communist European countries
User acceptance of a G2B system
Citizen engagement in co-creation of e-government services
A meta-analysis of empirical e-government research and its future research implications
| Unique citing works | 11 |
|---|---|
| Citations per year | 0,69 |
| Citation span | 2010 - 2022 (13) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 11 |