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E-GovQual: A multiple-item scale for assessing e-government service quality

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dc.contributor.author Papadomichelaki, X en
dc.contributor.author Mentzas, G en
dc.date.accessioned 2014-03-01T02:08:43Z
dc.date.available 2014-03-01T02:08:43Z
dc.date.issued 2012 en
dc.identifier.issn 0740624X en
dc.identifier.uri https://dspace.lib.ntua.gr/xmlui/handle/123456789/29725
dc.subject E-Government en
dc.subject Instrument en
dc.subject Measurement en
dc.subject Quality en
dc.subject Service en
dc.title E-GovQual: A multiple-item scale for assessing e-government service quality en
heal.type journalArticle en
heal.identifier.primary 10.1016/j.giq.2011.08.011 en
heal.identifier.secondary http://dx.doi.org/10.1016/j.giq.2011.08.011 en
heal.publicationDate 2012 en
heal.abstract 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. © 2011 Elsevier Inc. en
heal.journalName Government Information Quarterly en
dc.identifier.doi 10.1016/j.giq.2011.08.011 en
dc.identifier.volume 29 en
dc.identifier.issue 1 en
dc.identifier.spage 98 en
dc.identifier.epage 109 en


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