A proposed instrument dimensions for measuring e-government service quality

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.