Conceptualizing e‐government service quality under credence based settings A case of e‐counseling in India

Conceptualizing e‐government service quality under credence based settings A case of... Purpose – The purpose of this paper is to acknowledge the potential complexities in conventional notions of e‐government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as businesses, citizens, etc. are the service recipients. In this regard, the authors extend their attention to a core service context and identify the existence of “credence‐based” service setting that may involve more than two parties such as government, citizens, and third‐party institutions (TPIs). Design/methodology/approach – An in‐depth literature review is performed to build a conceptual foundation for the proposed service environment. A case of an Indian context is exemplified to understand the credence‐based service setting and advocate the suitability of broader dimensions of service quality assessment, and propose a preliminary model of service quality assessment in the given context. The case study approach is adopted for gathering and analyzing the data. The data are collected from government web sites, semi‐structured interviews with government officials, and students. Findings – The paper finds that the existence of TPIs changes the nature of normal government to citizen (G2C) service interaction. Service quality conceptualization for this particular kind of e‐government setting is bi‐dimensional in nature which involves two separate but interdependent constructs quality of information, and quality of service Interaction that collectively contributes to service quality and empowerment of the recipients. Originality/value – The present work attempts to differentiate the service context of credence‐based e‐government setting with the traditional conceptualizations of e‐government service environments. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Conceptualizing e‐government service quality under credence based settings A case of e‐counseling in India

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Publisher
Emerald Publishing
Copyright
Copyright © 2014 Emerald Group Publishing Limited. All rights reserved.
ISSN
0265-671X
DOI
10.1108/IJQRM-02-2013-0026
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to acknowledge the potential complexities in conventional notions of e‐government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as businesses, citizens, etc. are the service recipients. In this regard, the authors extend their attention to a core service context and identify the existence of “credence‐based” service setting that may involve more than two parties such as government, citizens, and third‐party institutions (TPIs). Design/methodology/approach – An in‐depth literature review is performed to build a conceptual foundation for the proposed service environment. A case of an Indian context is exemplified to understand the credence‐based service setting and advocate the suitability of broader dimensions of service quality assessment, and propose a preliminary model of service quality assessment in the given context. The case study approach is adopted for gathering and analyzing the data. The data are collected from government web sites, semi‐structured interviews with government officials, and students. Findings – The paper finds that the existence of TPIs changes the nature of normal government to citizen (G2C) service interaction. Service quality conceptualization for this particular kind of e‐government setting is bi‐dimensional in nature which involves two separate but interdependent constructs quality of information, and quality of service Interaction that collectively contributes to service quality and empowerment of the recipients. Originality/value – The present work attempts to differentiate the service context of credence‐based e‐government setting with the traditional conceptualizations of e‐government service environments.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Jul 29, 2014

Keywords: Service quality; e‐Government; Credence based service setting; e‐Government service quality

References

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