eprintid: 2323
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/00/23/23
datestamp: 2023-11-09 15:50:32
lastmod: 2023-11-09 15:50:32
status_changed: 2023-11-09 15:42:30
type: conference_item
metadata_visibility: show
creators_name: Alanezi, M.A.
creators_name: Mahmood, A.K.
creators_name: Basri, S.
title: Conceptual model for measuring e-government service quality
ispublished: pub
keywords: Information services; Open systems; Quality of service, Conceptual model; E-government implementation; E-government service qualities; E-government services; E-service quality; Stream dimensions; System availability; User satisfaction, e-government
note: cited By 15; Conference of 2nd IEEE International Conference on Open Systems, ICOS 2011 ; Conference Date: 25 September 2011 Through 28 September 2011; Conference Code:87606
abstract: 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 e-government 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. © 2011 IEEE.
date: 2011
publisher: IEEE Computer Society
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-83155163771&doi=10.1109%2fICOS.2011.6079243&partnerID=40&md5=da58ceb5b2719080cdcb47cf795bff32
id_number: 10.1109/ICOS.2011.6079243
full_text_status: none
publication: 2011 IEEE Conference on Open Systems, ICOS 2011
place_of_pub: Langkawi
pagerange: 411-416
refereed: TRUE
isbn: 9781612849317
citation:   Alanezi, M.A. and Mahmood, A.K. and Basri, S.  (2011) Conceptual model for measuring e-government service quality.  In: UNSPECIFIED.