eprintid: 2881
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/00/28/81
datestamp: 2023-11-09 15:51:08
lastmod: 2023-11-09 15:51:08
status_changed: 2023-11-09 15:44:29
type: article
metadata_visibility: show
creators_name: Alanezi, M.A.
creators_name: Mahmood, A.K.
creators_name: Basri, S.
title: E-government service quality: A qualitative evaluation in the case of Saudi Arabia
ispublished: pub
note: cited By 26
abstract: Government website services comprise awareness programs for their citizens and others, information distribution, and perhaps data collection, online enquiries, and submissions for regulatory or funding purposes. Quality of service is fundamental to public acceptance and use of e-government websites, although this aspect is frequently overlooked during the design and implementation stages of online public services. Besides transparency, ease of navigation and comprehensive information, these websites require adequate monitoring resources, including targets for responses and reports. The intention of this study is to contribute to the development of e-government services, and to raise awareness of user attitudes to public websites among researchers, government administrators and service providers, especially in the context of Saudi Arabia. This study explores dimensions that contribute to e-government service quality, or have the capacity to detract from website support. A qualitative approach through individual interviews was taken that explored four categories of service quality: the system function category included ease of use, and system availability; and the content category included three dimensions: format, information, and personalization. Further, the procedural category comprised privacy and security, credibility, interactivity, and processing time; the citizen support category included responsiveness and contact dimensions. Development of an appropriate quantitative model and instrument is planned to facilitate research into the relationships among the e-government service quality dimensions and user satisfaction and user trust. Further, it is planned to research various environments and contexts to provide cross-cultural comparisons to understand e-government's user behaviors.
date: 2012
publisher: City University of Hong Kong Press
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84872236314&doi=10.1002%2fj.1681-4835.2012.tb00382.x&partnerID=40&md5=56610a28bd9b9c7f7e39cd0709f07919
id_number: 10.1002/j.1681-4835.2012.tb00382.x
full_text_status: none
publication: Electronic Journal of Information Systems in Developing Countries
volume: 54
number: 1
refereed: TRUE
issn: 16814835
citation:   Alanezi, M.A. and Mahmood, A.K. and Basri, S.  (2012) E-government service quality: A qualitative evaluation in the case of Saudi Arabia.  Electronic Journal of Information Systems in Developing Countries, 54 (1).   ISSN 16814835