Assessing E-Governance Online-Service Quality (EGOSQ)

Assessing E-Governance Online-Service Quality (EGOSQ)

Anand Agrawal (Researcher and Consultant, India)
DOI: 10.4018/978-1-60566-713-3.ch009
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A primary goal of e-governance is providing online-services to citizens over the internet (Web portals) to facilitate government-to-citizen (G2C) and citizen-to-government (C2G) interactions and transactions. This chapter provides a perspective on the users’ perceptions of the attributes which determine e-governance online-service quality. The research based approach is used to first develop the discussion on the needs of quality “e-governance online services” (EGOS) and then a research study is used to demonstrate development of measurement instrumentation to measure online service quality from the users’ perspective. The presented method and the instrument can be adopted in any country/state with minor contextual modifications. The limitations and future directions for scholars and researchers to facilitate the knowledge in measuring and thus, improving in e-governance online service quality is also presented at the end of the chapter.
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Need To Measure E-Governance Online Service Quality

E-governance should not be seen as a vehicle to deliver information over the internet, but should facilitate citizens to participate in decision making process, reflecting their wants and welfare. “UNESCO and COMNET-IT define governance as the process by which society steers itself.”2 Citizens’ awareness level, acceptance level and hopes and fears about the e-governance can be the important factors determining the success of e-governance initiatives (Agrawal and Fuloria, 2003). A high quality of online-service delivery by government will ensure high acceptance level and fewer fears. But, at present, most of the existing studies on e-governance service quality focus on the governments’ (service provider) perspective. Such studies are limited to discussions on the need to develop, and to conform the quality standards (Tawil and Sait, 2002), with focus on engineering or system dimensions, or, organizing and streamlining administrative and organizational processes. Though, most of the government institutions in developing nations and government agencies till now have been ill-prepared for the dramatic changes in information technology and human knowledge, yet citizens increasingly expect the same level of service from governments as they do from the private sector. Most of the citizens and institutions perceive all government functions inward looking and self-oriented. This is analogous to the product concept in Marketing where firms try to improve their products without involving customers and without knowing customers’ preferences. The results of such approach are drastically negative as customer does not adopt such products/services rapidly.

Globally, workshops and the conferences for developing quality standards for e-governance have realized the need for a separate approach for developing ‘beneficiary oriented,’ standards, but still, Action Plans generally emphasize IT enabled services management standards, technical standards and mere complaint management standards (E-Governance Standards Workshop, Hyderabad, Andhra Pradesh, September 20-21, 2006).

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Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Editorial Advisory Board
Table of Contents
Marijn Janssen
Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Ganesh P. Sahu, Yogesh K. Dwivedi, Vishanth Weerakkody
Chapter 1
Bharat Maheshwari, Vinod Kumar, Uma Kumar, Vedmani Sharan
Electronic government (E-government) portals are considered one of the most popular conduits for offering government services online. Successful... Sample PDF
A Framework for E-Government Portal Development
Chapter 2
Petter Gottschalk
The mobilization of electronic information across government organizations has the potential of modernizing and transforming information exchanges.... Sample PDF
E-Government Interoperability: Frameworks for Aligned Development
Chapter 3
Mahfuz Ashraf, Jo Hanisch, Paul Swatman
While there is hope that ICT interventions will lead to socio-economic development in developing countries, there is a dearth of research concerning... Sample PDF
An Explorative Study of Dynamic Influences on ICT-Led Developmental Impact at Community Level
Chapter 4
Marc Holzer, Aroon Manoharan
The chapter is based on a study of global municipal Web portals conducted through a collaboration between the E-Governance Institute at... Sample PDF
Tracking the Digital Divide: Studying the Association of the Global Digital Divide with Societal Divide
Chapter 5
Charru Malhotra, V.M. Chariar, L.K. Das
The speed and outreach enabled by information and communication technologies (ICT) have improved mechanisms of delivery of information, services and... Sample PDF
Making ICT more Meaningful for Governance in the Rural Areas: Role of the Community Knowledge Systems
Chapter 6
Sandeep Kaur, N. Mathiyalagan
ICTs in general and e-governance in particular offer tremendous opportunities for improving demand-driven transparent and accountable service... Sample PDF
Impact of E-Government Implementation on Poverty Reduction in Rural India: Selected Case Studies
Chapter 7
Subhajit Choudhury, Sudhir Kumar
The chapter introduces information communication technology and its importance with respect to digital divide. Digital divides is the connotation of... Sample PDF
E-Governance: Tool for E-Democracy and Citizen Empowerment in the Horizon of Information Technology Era in Developing Society in India, Nepal and Bangladesh
Chapter 8
Siddhartha Ghosh
E-governance is the public sector’s use of information and communication technologies (ICT) with the aim of improving information and service... Sample PDF
Application of Natural Language Processing (NLP) Techniques in E–Governance
Chapter 9
Anand Agrawal
A primary goal of e-governance is providing online-services to citizens over the internet (Web portals) to facilitate government-to-citizen (G2C)... Sample PDF
Assessing E-Governance Online-Service Quality (EGOSQ)
Chapter 10
Sundresan Perumal
As the world is streaming into an electronic world there are still huge communities that don’t understand the evolution government into the era of... Sample PDF
The Success Model of Evolution from Government to E-Governance
Chapter 11
Shafi Al-Shafi, Vishanth Weerakkody
This chapter examines the adoption of free wireless internet parks (iPark) by Qatari citizens as means of accessing electronic services from public... Sample PDF
Technology Acceptance of Free Wireless Internet Park Initiatives
Chapter 12
Yogesh K. Dwivedi
The main purpose of this chapter is to provide readers an exhaustive list of references focused upon electronic government related issues.The... Sample PDF
A Bibliometric Analysis of Electronic Government Research
Chapter 13
C.S.R. Prabhu
The National e-Governance Plan (NeGP) proposes citizen service delivery up to the village level through various channels including village kiosks.... Sample PDF
Towards an E-Governance Grid for India (E-GGI): An Architectural Framework for Citizen Services Delivery
Chapter 14
Swamy Tribhuvananda H.V., Gopakumar K.
ICTs are increasingly being recognized by the people across the globe as essential tools of development – tools that can empower them, enhance... Sample PDF
E-Halli: An Opportunity to Become Rural Entrepreneurs
Chapter 15
Moaman Al-Busaidy, Vishanth Weerakkody
With the advancement of the Internet and supporting information and communication technologies, e-government has emerged as an effective means of... Sample PDF
E-Government Implementation in Oman: A Preliminary Investigation
Chapter 16
Vineeta Dixit
Information communications technologies (ICTs) are one of the major areas of research and investment in developing countries because they seem to... Sample PDF
Telecentres: The New Public Spheres?
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