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Classification and synthesis of quality approaches in e‐government services

Classification and synthesis of quality approaches in e‐government services Purpose – The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and outline the main components of a quality model for e‐government services. Design/methodology/approach – Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e‐services in general and more specifically e‐government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e‐government services. Findings – Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e‐services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications – This model can be used by the management of public organizations in order to measure and monitor the quality of e‐services delivered to citizens. Originality/value – The results of the work presented in this paper form the basis for the development of a quality model for e‐government services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

Classification and synthesis of quality approaches in e‐government services

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Publisher
Emerald Publishing
Copyright
Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662240710828058
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and outline the main components of a quality model for e‐government services. Design/methodology/approach – Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e‐services in general and more specifically e‐government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e‐government services. Findings – Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e‐services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications – This model can be used by the management of public organizations in order to measure and monitor the quality of e‐services delivered to citizens. Originality/value – The results of the work presented in this paper form the basis for the development of a quality model for e‐government services.

Journal

Internet ResearchEmerald Publishing

Published: Aug 21, 2007

Keywords: E‐commerce; Government; Public sector organizations; Quality management

References