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	2014-03-01T02:45:55Z
dc.date.available	2014-03-01T02:45:55Z
dc.date.issued	2009	en
dc.identifier.issn	03029743	en
dc.identifier.uri	https://dspace.lib.ntua.gr/xmlui/handle/123456789/32449
dc.subject	E-government	en
dc.subject	Instrument	en
dc.subject	Measurement	en
dc.subject	Quality	en
dc.subject	Service	en
dc.subject.other	Critical elements	en
dc.subject.other	E-government	en
dc.subject.other	E-government services	en
dc.subject.other	Governmental services	en
dc.subject.other	Online citizens	en
dc.subject.other	Public administration	en
dc.subject.other	Quality	en
dc.subject.other	Service	en
dc.subject.other	Service Quality	en
dc.subject.other	Information services	en
dc.subject.other	Government data processing	en
dc.title	A multiple-item scale for assessing e-government service quality	en
heal.type	conferenceItem	en
heal.identifier.primary	10.1007/978-3-642-03516-6_14	en
heal.identifier.secondary	http://dx.doi.org/10.1007/978-3-642-03516-6_14	en
heal.publicationDate	2009	en
heal.abstract	A critical element in the evolution of e-governmental services 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 service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services. © 2009 Springer Berlin Heidelberg.	en
heal.journalName	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)	en
dc.identifier.doi	10.1007/978-3-642-03516-6_14	en
dc.identifier.volume	5693 LNCS	en
dc.identifier.spage	163	en
dc.identifier.epage	175	en