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Assumptions of E-government Services Quality Evaluation

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Author(s): Lidija Kašubienė | Povilas Vanagas

Journal: Engineering Economics
ISSN 1392-2785

Volume: 5;
Start page: 68;
Date: 2007;
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Keywords: e-government | e-government services quality | system quality | process quality

ABSTRACT
Aside from the growth of electronic commerce, the implicationsof the web are being felt in many other areas.One such area is electronic government (e-government).E-government has the potential to transform profoundlypeople’s perceptions of civil and political interaction withtheir government. Through the web, expectations of theservice levels that e-government sites must provide havebeen raised considerably. Organizations providing egovernmentare becoming ever more aware of the need toimprove their offerings regarding to citizens and otherstakeholders needs. The article presents analysis of severale-government services quality evaluation assumptions. Thechoice of the theme is based on some aspects. First, electronicdelivery of services creates complex issues for thepublic sector. Question of quality in public sector shouldbe one of essential issues. It is important to investigatewhat kinds of factors influence customers’ attitudes andbehaviors towards e-government. Second, e-government isa relatively new subject of research so e-government servicesquality conception and aspects of quality evaluationis quite limited despite the importance of such process.Institution can make real progress just if it improves itsactivity paying attention to customers’ needs and expectations.This article reveals the analysis of e-government conceptionin order to clarify important aspects for egovernmentservices quality evaluation. The structure,architecture and transforming process from government toe-government is not the objective of this article. After theanalysis of scientific literature the quality of e-governmentservices is defined. Notwithstanding variety and complexityof quality definitions as the most suitable was chosen definitionregarding determination who can and/or shouldjudge or evaluate quality. Several discussions how customerand citizen should be treated in the public organizationare presented. These discussions just emphasize theperception that the main justice of e-government servicesquality is citizen (or other stakeholder group) and servicesquality evaluation process should start from revealing citizen(or other stakeholder group) needs. Using systematic,logical and comparative analysis of concepts and conclusionspublished by different authors theoretical assumptionsof e-government services quality evaluation wereformulated: quality evaluation process depends on egovernmentmaturity stage, quality criteria from customerview point should be established and regular measuredand quality criteria can various by maturity stages. Analysisextent is limited by the article size limitation.
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