A proposed instrument dimensions for measuring e-government service quality

Abstract

Owing to the rapid global growth in the internet and information technology, many governments around the world have transformed their services from the traditional services to electronic means. This study aims to propose an instrument dimensions for measuring egovernment service quality. The proposed instrument dimensions are identified based on SERVQUAL scale and on revising the literature. The proposed seven dimensions for measuring e-government service quality are website design, reliability, responsiveness, security/privacy, personalization, information, and ease of use. The contribution of this paper is to create awareness among e-service managers to give more attention to e- government service quality, as well as assisting them to improve e-service performance and effectiveness.