Classification and synthesis of quality approaches in e-government services

Halaris, C; Magoutas, B; Papadomichelaki, X; Mentzas, G

dc.contributor.author	Halaris, C	en
dc.contributor.author	Magoutas, B	en
dc.contributor.author	Papadomichelaki, X	en
dc.contributor.author	Mentzas, G	en
dc.date.accessioned	2014-03-01T01:26:01Z
dc.date.available	2014-03-01T01:26:01Z
dc.date.issued	2007	en
dc.identifier.issn	1066-2243	en
dc.identifier.uri	https://dspace.lib.ntua.gr/xmlui/handle/123456789/17880
dc.subject	E-commerce	en
dc.subject	Government	en
dc.subject	Public sector organizations	en
dc.subject	Quality management	en
dc.subject.classification	Computer Science, Information Systems	en
dc.subject.classification	Telecommunications	en
dc.subject.other	MULTIPLE-ITEM SCALE	en
dc.subject.other	WEB SITES	en
dc.subject.other	INSTRUMENT	en
dc.title	Classification and synthesis of quality approaches in e-government services	en
heal.type	journalArticle	en
heal.identifier.primary	10.1108/10662240710828058	en
heal.identifier.secondary	http://dx.doi.org/10.1108/10662240710828058	en
heal.language	English	en
heal.publicationDate	2007	en
heal.abstract	Purpose - The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach - Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e-services in general and more specifically e-government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e-government services. Findings - Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e-services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications - This model can be used by the management of public organizations in order to measure and monitor the quality of e-services delivered to citizens. Originality/value - The results of the work presented in this paper form the basis for the development of a quality model for e-government services. © Emerald Group Publishing Limited.	en
heal.publisher	EMERALD GROUP PUBLISHING LIMITED	en
heal.journalName	Internet Research	en
dc.identifier.doi	10.1108/10662240710828058	en
dc.identifier.isi	ISI:000249538100003	en
dc.identifier.volume	17	en
dc.identifier.issue	4	en
dc.identifier.spage	378	en
dc.identifier.epage	401	en