E-Government Service Evaluation: A Multiple-item Scale for Assessing Information Quality
ISSN der Zeitschrift
Electronic Government and Electronic Participation - Joint Proceedings of Ongoing Research of IFIP EGOV and IFIP ePart 2017
Regular Research Papers
Gesellschaft für Informatik e.V.
A considerable aspect in improving e-government services is the development of e-services that satisfy citizen needs in a more efficient way. In order to provide high quality service adequate service quality assessment models should be constructed. This article is aimed to propose a methodology for developing holistic service quality assessment tools with special emphasis on online information. Consequently, a methodological proposal is constructed (e- InfoQual) and it is tested in 5 participant local administrations part of a complex IT project, generating service innovation ultimately aiming to bring value for citizens. It usefullness is argued for the two main communities involved, namley researchers and practitioners.