Conceptual model for measuring e-government service quality

Quality of e-service is an imperative aspect to the
success of e-government. The concept of e-government service
quality has rapidly emerged due to its importance and the need
of understanding it in order to improve current and future egovernment
implementation. The research on e-government
service quality is one of the current issues nowadays since the
world moves toward advanced communication and information
technology era. This paper presents a conceptual model for
measuring e-government service quality as well as for
determining the relationship between e-government service
quality dimensions and user satisfaction and trust. For
measuring quality of e-government service, eleven stream
dimensions of this proposed model are identified from the review
of state-of-the-art literature in this field. Eleven dimensions are
including efficiency, system availability, privacy, fulfillment,
interactivity, personalization, format, information,
responsiveness, contact and process time. The outcome of this
paper may create awareness among e-service managers to give
more consideration to e- government service quality, and assist
them to improve e-service performance and effectiveness.