A Literature Review on Quality Models for Online E-Government Services

A Literature Review on Quality Models for Online E-Government Services

Filipe Sá (University of Vigo, Spain), Álvaro Rocha (University of Coimbra, Portugal) and Manuel Pérez-Cota (University of Vigo, Spain)
DOI: 10.4018/978-1-4666-9803-1.ch008
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The study presented in this chapter will serve as a basis for the development of a suitable methodology whose purpose is to evaluate the quality of Local e-Government online services. Citizens expect quality public services, and their online dimension is no exception. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, this first study puts forth a systematization of the relevant bibliography, focusing on the quality of two types of services: traditional and e-Government. Each methodology was analysed in order to identify the main quality dimensions used. Up to the present moment, the identification of a service quality evaluation method particularly focused on local online e-Government wasn't achieved, and this justifies the development of an investigation project whose main purpose is to create such methodology in this field.
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Service Quality

Ever since the dawn of civilization, human beings resort to others for the provision of services. These services vary from their most traditional format to modern day electronic services.

According to Parasuraman, Zeithaml and Berry (1985), when the consumer purchases a good in the traditional way, he evaluates that purchase according to several factors, such its style, texture, colour, tags, package, etc. On the other hand, the purchase of services is often intangible.

Parasuraman, Zeithaml and Malhotra (2005) contend that the term ‘traditional service quality’ includes the quality of every interaction experienced by clients outside of the Internet, as well as their personal experiences with companies. When a citizen resorts to an organization for the provision of a service, whether the interaction follows the traditional or the electronic format, there is a constant need to evaluate the quality of this interaction. The perspective of the client concerning the quality of the service that was provided is fundamental to measure his satisfaction.

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