E-S-QUAL: Its Applicability in Evaluating E-government Web Sites Service Quality

Abstract

With the rapid development of the e-government, citizens could enjoy much more service from e-gov web sites. However, the academic research in the field of assessing e-gov service quality is handful. Developed by A. Paramana et al., E-S-QUAL and E-Recs-QUAL are scales used to evaluate the service quality delivered by B2C web sites. In this article, Basing on E-S-QUAL and E-RecS-QUAL and taking the idiosyncrasies of the service delivered by e-gov web sites into account, scales named E-G-S-QUAL and E-G-RecS-QUAL were developed to evaluate the service quality of e-gov web sites. E-G-S-QUAL is a 22-item scale of four dimensions: efficiency, fulfillment, system availability, and privacy, and E-G-RecS-QUAL is a 10-item scale of three dimensions: responsiveness, compensation, and contact.

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Cite this paper

@article{Jun2009ESQUALIA, title={E-S-QUAL: Its Applicability in Evaluating E-government Web Sites Service Quality}, author={Zhuo Jun and Chen Liangliang and Li Fubin}, journal={2009 International Symposium on Information Engineering and Electronic Commerce}, year={2009}, pages={515-518} }