A framework for Evaluating E-Government Services Quality

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Hesabi Fatemeh; ELAHI SHABAN; SHAYAN ALI; shakery Roya

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Journal: PUBLIC MANAGEMENT RESEARCHES Year:2019 | Volume:12 | Issue:45 Page(s): 159-186

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Information Journal Paper

Title

A framework for Evaluating E-Government Services Quality

Author(s)

Hesabi Fatemeh | ELAHI SHABAN | SHAYAN ALI | shakery Roya | Issue Writer Certificate

Keywords

serviceQ2

service qualityQ2

e-serviceQ2

e-governmentQ2

Abstract

Over the past decade, e-government domain has attracted a lot of attention throughout the world. to get Desirable level of satisfaction, Governments seek to provide high quality services to citizens. However, to provide high quality services, it is essential to study the evaluation method of e-government services quality. In this study, firstly, by systematic review of previous studies, models and frameworks for assessing the quality of traditional, electronic and e-government services have been identified and a list of dimensions has been developed to assess the quality of provided services. Therefore, in this research, 14 service quality evaluation framework/models (traditional, e-government, and e-government) have been systematically reviewed and extracted according to research questions analyzed and a framework for assessing the quality of e-government services has been provided. The goal is to cover the weaknesses of different models with the strengths of other framework/models and to improve the defects in the new framework. Then, considering the situation in Iran, the dimensions and components of the proposed framework were presented by a questionnaire consisting of a semi-structured questionnaire (a combination of open and closed questions) with a survey of e-government experts, an analysis and model for Iran.

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APA: Copy

Hesabi, Fatemeh, ELAHI, SHABAN, SHAYAN, ALI, & shakery, Roya. (2019). A framework for Evaluating E-Government Services Quality. PUBLIC MANAGEMENT RESEARCHES, 12(45 ), 159-186. SID. https://sid.ir/paper/370711/en

Vancouver: Copy

Hesabi Fatemeh, ELAHI SHABAN, SHAYAN ALI, shakery Roya. A framework for Evaluating E-Government Services Quality. PUBLIC MANAGEMENT RESEARCHES[Internet]. 2019;12(45 ):159-186. Available from: https://sid.ir/paper/370711/en

IEEE: Copy

Fatemeh Hesabi, SHABAN ELAHI, ALI SHAYAN, and Roya shakery, “A framework for Evaluating E-Government Services Quality,” PUBLIC MANAGEMENT RESEARCHES, vol. 12, no. 45 , pp. 159–186, 2019, [Online]. Available: https://sid.ir/paper/370711/en

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