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eGovernment Service Quality Assessed through the Public Value Lens

Abstract : This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-service quality to support the examination of e-government service quality from the citizens’ viewpoint. An exploration of the literature on public value, e-service quality, and e-government indicates that the creation of public value is highly dependent on the level of quality of a service delivered by a public organization. The framework draws together the elements of public value as determined by Moore [1] and Kelly [2], and quality dimensions from the updated IS success model by DeLone and McLean [3].
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Khayri Omar, Helana Scheepers, Rosemary Stockdale. eGovernment Service Quality Assessed through the Public Value Lens. 10th Electronic Government (EGOV), Aug 2011, Delft, Netherlands. pp.431-440, ⟨10.1007/978-3-642-22878-0_36⟩. ⟨hal-01589082⟩

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