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

Papadomichelaki, X; Mentzas, G

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