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A proposed instrument dimensions for measuring e-government service quality

Alanezi, M.A and Kamil, A and Basri, Shuib (2010) A proposed instrument dimensions for measuring e-government service quality. [Citation Index Journal]

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Abstract

Owing to the rapid global growth in the internet and information technology, many governments around the world have transformed their services from the traditional services to electronic means. This study aims to propose an instrument dimensions for measuring egovernment service quality. The proposed instrument dimensions are identified based on SERVQUAL scale and on revising the literature. The proposed seven dimensions for measuring e-government service quality are website design, reliability, responsiveness, security/privacy, personalization, information, and ease of use. The contribution of this paper is to create awareness among e-service managers to give more attention to e- government service quality, as well as assisting them to improve e-service performance and effectiveness.

Item Type:Citation Index Journal
Subjects:J Political Science > JS Local government Municipal government
Departments / MOR / COE:Departments > Computer Information Sciences
ID Code:3792
Deposited By: Dr Shuib Basri
Deposited On:04 Jan 2011 00:31
Last Modified:19 Jan 2017 08:24

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