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ERIC Number: EJ950432
Record Type: Journal
Publication Date: 2012-Jan
Pages: 12
Abstractor: As Provided
ISSN: ISSN-0740-624X
e-GovQual: A Multiple-Item Scale for Assessing e-Government Service Quality
Papadomichelaki, Xenia; Mentzas, Gregoris
Government Information Quarterly, v29 n1 p98-109 Jan 2012
A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online. Citizen assessment is built on defining quality, identifying underlying dimensions, and conceptualizing measurements of these e-government services. In this article an e-gov service quality model (e-GovQual) is conceptualized and then a multiple-item scale for measuring e-gov service quality of governmental sites where citizens seek either information or service, is developed, refined, validated confirmed and tested. (Contains 1 figure and 13 tables.)
Elsevier. 6277 Sea Harbor Drive, Orlando, FL 32887-4800. Tel: 877-839-7126; Tel: 407-345-4020; Fax: 407-363-1354; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A