Abstract

Governments are increasingly realizing the importance of utilizing Information and Communication Technologies (ICT) as a tool to better address user’s/citizen’s needs. As citizen’s expectations grow, governments need to deliver services of high quality level to motivate more users to utilize these available e-services. In spite of this, governments still fall short in their service quality level offered to citizens/users. Thus understanding and measuring service quality factors become crucial as the number of services offered is increasing while not realizing what citizens/users really look for when they utilize these services. The study presents an extensive literature review on approaches used to evaluate e-government services throughout a phase of time. The study also suggested those quality/factors indicators government’s need to invest in of high priority in order to meet current and future citizen’s expectations of service quality.

Keywords:

Dimensions, e-government, e-services, quality factor, quality frameworks, quality metrics, quality models,

References

1. Abhichandani, T., T.A. Horan and R. Rayalu, 2005. EGOVSAT: Toward a robust measure of e-government service satisfaction in transportation. Proceeding of International Conference on e-Government, pp: 1-12.
   
2. Affairs, D.O.E.A.S., 2014. United Nations E-government Survey 2014: E-government for the Future We Want. Retrieved from: unpan3.un.org/egovkb/en-us/Reports/UN-E-Government-Survey-2014.
   Direct Link
3. Affairs, M.O.G., 2015. Government of the Netherlands. Retreieved form: http://www.government.nl/issues. (Accessed on: January 01, 2015).
   
4. Africa, G.O.S., 2015. Key Issues [Online]. Government of South Africa. Retreieved form: http://www.gov.za/issues/key-issues. (Accessed on: January 01, 2015).
   Direct Link
5. Andersen, K.V. and H.Z. Henriksen, 2006. E-government maturity models: Extension of the layne and lee model. Gov. Inform. Q., 23: 236-248.
   CrossRef    
6. Barbara, L., D.T. Niels Van Der Linden, O. Sander, J. Laurent, K. Hugo, S. Jo, R.L. Gabriella Cattaneo, S. Rebecca and G.C. Jeremy Millard, 2012. eGovernment benchmark framework 2012-2015. In: Commission, D.G.I.S.O.T.E. (Ed.), RAND Europe and the Danish Technological Institute.
   
7. Barnes, S. and R. Vidgen, 2000. WebQual: An exploration of website quality. Proceeeding of European Conference on Information Systems. Vienna, Austria.
   
8. Barrutia, J.M. and A. Gilsanz, 2009. e-Service quality: Overview and research agenda. Int. J. Qual. Serv. Sci., 1: 29-50.
   CrossRef    
9. Bonnardel, N., A. Piolat and L. Le Bigot, 2011. The impact of colour on Website appeal and users’ cognitive processes. Displays, 32: 69-80.
   CrossRef    
10. Campbell-Kelly, M. and D.D. Garcia-Swartz, 2013. The history of the internet: The missing narratives. J. Inform. Technol., 28: 18-33.
    CrossRef    
11. Carlson, J. and A. O'Cass, 2011. Developing a framework for understanding e-service quality, its antecedents, consequences and mediators. Manage. Serv. Qual., 21: 264-286.
    CrossRef    
12. Cyr, D., M. Head and H. Larios, 2010. Colour appeal in website design within and across cultures: A multi-method evaluation. Int. J. Hum. Comput. Stud., 68: 1-21.
    CrossRef    
13. Ding, D.X., P.J.H. Hu and O.R.L. Sheng, 2011. e-SELFQUAL: A scale for measuring online self-service quality. J. Bus. Res., 64: 508-515.
    CrossRef    
14. Do Canto Cavalheiro, G.M. and L.A. Joia, 2014. Towards a heuristic frame for transferring e-government technology. Gov. Inform. Q., 31: 195-207.
    CrossRef    
15. Eleanor, T.L., R.T.W. and D.L. Goodhue, 2007. WebQual: An instrument for consumer evaluation of web sites. Int. J. Electron. Comm., 11: 51-87.
    CrossRef    
16. Finance, D.O., 2015. Topics [Online]. Australian Government. Retreieved form: http://www.australia.gov.au/topics. (Accessed on: January 01, 2015).
    Direct Link
17. Foley, K., 2006. Using the value measuring methodology to evaluate government initiatives. Proceeding of 2006 Crystal Ball User Conference.
    
18. Folmer, E., M.V. Bekkum, P.O. Luttighuis and J.V. Hillegersberg, 2011. The measurement of quality of semantic standards: The application of a quality model on the SETU standard for egovernment. Proceeding of 6th EURAS Annual Standardization Conference-Standards and Development. Kaunas, Lithuania, June 8-10.
    
19. Gummerus, J., 2011. Customer value in e-service: Conceptual foundation and empirical evidence. Ph.D. Thesis, Hanken School of Economics.
    
20. Hellman, P., 2014. The effect of communicating E-service benefits on consumer E-service adoption. Ph.D. Thesis, Hanken School of Economics.
    
21. House, T.W., 2015. Issues [Online]. The United States Government. Retreieved form: http://www.whitehouse.gov/issues. (Accessed on: January 01, 2015).
    Direct Link
22. Islam, M.S. and A. Scupola, 2011. E-service research trends in the domain of e-Government: A contemporary study. Int. J. e-Serv. Mobile Appl., 3(1): 18.
    CrossRef    
23. Khalil, M., P. Dongier and C.Z.W. Qiang, 2009. “Overview”. In: Information and Communications for Development 2009: Extending Reach and Increasing Impact. World Bank, Washington, DC, pp: 3-17.
    PMid:19646693    
24. Kim, C.S., C.D. Jung, S.Y. Ha and C.H. Park, 2013. A study on the ubiquitous e-voting system for the implementation of e-government. Int. J. Secur. Appl., 7(4): 167.
    
25. Kim, S. and D. Kim, 2003. South Korean public officials' perceptions of values, failure and consequences of failure in e-government leadership. Public Perform. Manage. Rev., 26(4): 360-375.
    CrossRef    
26. Kingdom, G.O.U., 2014. Welcome to GOV.UK [Online]. Retreieved form: https://www.gov.uk. (Accessed on: December 01, 2014).
    Direct Link
27. Ladhari, R., 2010. Developing e-service quality scales: A literature review. J. Retail. Consum. Serv., 17: 464-477.
    CrossRef    
28. Layne, K. and J. Lee, 2001. Developing fully functional E-government: A four stage model. Gov. Inform. Q., 18: 122-136.
    CrossRef    
29. Leonova, M., 2009. New index for measuring feedback and e-participation effectiveness of e-government in Russia. Proceeding of 9th European Conference on e-Government. Academic Publishing Ltd., London, pp:445-450.
    
30. Levy, Y. and T.J. Ellis, 2006. A systems approach to conduct an effective literature review in support of information systems research. Inform. Sci. Int. J. Emerg. Transdiscipline, 9: 181-212.
    
31. Lin, J.S.C. and P.L. Hsieh, 2011. Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. J. Retailing, 87: 194-206.
    
32. Magoutas, B. and G. Mentzas, 2010. SALT: A semantic adaptive framework for monitoring citizen satisfaction from e-government services. Expert Syst. Appl., 37: 4292-4300.
    
33. Miranda, L. and C.A. Lima, 2012. Trends and cycles of the internet evolution and worldwide impacts. Technol. Forecast. Soc., 79: 744-765.
    CrossRef    
34. Osimo, D., 2008. Benchmarking eGovernment in the Web 2.0 era: what to measure and how. Eur. J. ePractice, 4: 37.
    
35. Osman, I.H., A.L. Anouze, Z. Irani, H. Lee, A. Balci, T.D. Medeni and V. Weerakkody, 2011. A new COBRAS framework to evaluate e-government services: A citizen-centric perspective. Proceeding of tGov Workshop’11 (1GOV11). Brunel University, West London.
    
36. Osman, I.H., A.L. Anouze, Z. Irani, B. Al-Ayoubi, H. Lee, A. Balci, T.D. Medeni and V. Weerakkody, 2014. COBRA framework to evaluate e-government services: A citizen-centric perspective. Gov. Inform. Q., 31: 243-256.
    CrossRef    
37. Papadomichelaki, X. and G. Mentzas, 2012. e-GovQual: A multiple-item scale for assessing e-government service quality. Gov. Inform. Q., 29: 98-109.
    CrossRef    
38. Parasuraman, A., V.A. Zeithaml and A. Malhotra, 2005. ES-QUAL a multiple-item scale for assessing electronic service quality. J. Serv. Res., 7: 213-233.
    CrossRef    
39. Peters, R.M., M. Janssen and T.M. Van Engers, 2004. Measuring e-government impact: Existing practices and shortcomings. Proceeding of the 6th International Conference on Electronic Commerce (ICEC '04), pp: 480-489.
    CrossRef    
40. Quirchmayr, G., S. Funikul and W. Chutimaskul, 2007. A quality model of e-government services based on the ISO/IEC 9126 standard. Proceeding of International Legal Informatics Symposium. University of Salzburg, Austria.
    
41. Reddick, C.G., 2004. A two-stage model of e-government growth: Theories and empirical evidence for US cities. Gov. Inform. Q., 21: 51-64.
    CrossRef    
42. Rowley, J., 2006. An analysis of the e-service literature: Towards a research agenda. Internet Res., 16: 339-359.
    CrossRef    
43. Rust, R.T. and P.K. Kannan, 2002. E-Service: New directions in theory and practice. M.E. Sharpe In.c, Armonk, NY.
    
44. Savoldelli, A., G. Misuraca and C. Codagnone, 2013. Measuring the public value of e--government: The eGEP2. 0 model. Elect. J. e-Government, 11(1): 373-388.
    
45. Sharma, S.K., H. Al-Shihi and S.M. Govindaluri, 2013. Exploring quality of e-government services in Oman. Educ. Bus. Soc. Contemp. Middle Eastern Issues, 6: 87-100.
    CrossRef    
46. Sutcliffe, A., 2001. Heuristic evaluation of website attractiveness and usability. In: Johnson, C. (Ed.), DSV-IS 2001. LNCS 2220, Springer-Verlag, Berlin, Heidelberg, pp: 183-198.
    CrossRef    
47. Tiwana, A. and B. Ramesh, 2001. E-services: Problems, opportunities and digital platforms. Proceeding of the 34th Annual Hawaii International Conference on System Sciences, pp: 1-8.
    CrossRef    
48. Wang, Y.S. and Y.W. Liao, 2008. Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Gov. Inform. Q., 25: 717-733.
    CrossRef    
49. Webb, H.W. and L.A. Webb, 2004. SiteQual: An integrated measure of web site quality. J. Enterprise Inform. Manage., 17: 430-440.
    CrossRef    
50. Webster, J. and R.T. Watson, 2002. Analyzing the past to prepare for the future: Writing a literature review. Manage. Inform. Syst. Quart., 26: 3.
    
51. Wimmer, M.A. and E. Tambouris, 2002. Online one-stop government. In: Traunmuller, R. (Ed.): Information Systems. Springer Science+Business Media, New York.
    CrossRef    
52. Wolfinbarger, M. and M.C. Gilly, 2003. eTailQ: Dimensionalizing, measuring and predicting etail quality. J. Retailing, 79: 183-198.
    CrossRef    
53. Yoo, B. and N. Donthu, 2001. Developing a scale to measure the perceived quality of an internet shopping site (SITEQUAL). Q. J. Electron. Commerc., 2: 31-45.
    
54. Zickuhr, K. and M. Madden, 2012. Older Adults and Internet Use. Pew Internet and American Life Project.
    PMid:22724430 PMCid:PMC3396775    

Competing interests

The authors have no competing interests.

Open Access Policy

This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.

Copyright

The authors have no competing interests.