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].
Type de document :
Communication dans un congrès
Marijn Janssen; Hans J. Scholl; Maria A. Wimmer; Yao-hua Tan. 10th Electronic Government (EGOV), Aug 2011, Delft, Netherlands. Springer, Lecture Notes in Computer Science, LNCS-6846, pp.431-440, 2011, Electronic Government. 〈10.1007/978-3-642-22878-0_36〉
Liste complète des métadonnées

Littérature citée [34 références]  Voir  Masquer  Télécharger

https://hal.inria.fr/hal-01589082
Contributeur : Hal Ifip <>
Soumis le : lundi 18 septembre 2017 - 11:35:51
Dernière modification le : mardi 19 septembre 2017 - 01:09:19

Fichier

978-3-642-22878-0_36_Chapter.p...
Fichiers produits par l'(les) auteur(s)

Licence


Distributed under a Creative Commons Paternité 4.0 International License

Identifiants

Citation

Khayri Omar, Helana Scheepers, Rosemary Stockdale. eGovernment Service Quality Assessed through the Public Value Lens. Marijn Janssen; Hans J. Scholl; Maria A. Wimmer; Yao-hua Tan. 10th Electronic Government (EGOV), Aug 2011, Delft, Netherlands. Springer, Lecture Notes in Computer Science, LNCS-6846, pp.431-440, 2011, Electronic Government. 〈10.1007/978-3-642-22878-0_36〉. 〈hal-01589082〉

Partager

Métriques

Consultations de la notice

82