Quality of e-government service

• Main Authors: Alanezi, M.A, Mahmood, Ahmad Kamil, Basri, Shuib
• Format: Conference or Workshop Item
• Published: 2011
• Subjects: H Social Sciences (General)
• Online Access: http://eprints.utp.edu.my/6824/1/e-GV_Q_%28the_final_verion%29.doc; http://eprints.utp.edu.my/6824/
• Institution: Universiti Teknologi Petronas

Quality is a necessary attribute for online government services. The concept of e-government service quality is rapidly emerging as an issue in the successful transfer of public information and administrative services online, both now and for the future. E-government service quality is gaining interest from researchers as communication and information technology era advances. However, the literature on e-government service quality appears in two streams: as e-government evaluation and as e-service quality. The intention of this paper is to address this issue by taking regard of both aspects and limitations evident in each. This paper is therefore a critical review of e-government services and online quality literature to aid future research in this important field.