Study on e-government services quality: the integration of online and offline services
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hdl:2117/81050
Tipus de documentArticle
Data publicació2015-07
EditorOmniaScience
Condicions d'accésAccés obert
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continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
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Reconeixement-NoComercial 3.0 Genèrica
Abstract
Purpose: E-Government, as a new bond linking the government and the public, has gradually
become the focus of innovation in government services. The paper focuses on the
e-Government service quality issues from the perspective of users.
Design/methodology/approach: From the aspects of online service quality perception and
offline service quality perception, based on IS Success model and SERQUAL model,
e-Government Services Quality model has been set up with information quality, system quality
and service quality as key factors. Then, the survey method was applied to collect data and then
to test the model.
Findings: It was found that users’ perception of offline service quality has a significant effect
on improving their perception of online service quality, and online service quality perception
has a significant effect on public satisfaction of e-Government services; information clarity,
system security and stability, interactive services and “one-stop” services all have a significant
effect on public satisfaction of e-Government services. However, offline service quality
perception has certain positive effect on public satisfaction of e-Government services but not
dramatically. Research limitations/implications: Mobile e-Government as an important direction of the
development of e-Government, in the future, we will study more about mobile e-Government
services channels.
Originality/value: This study further develops the theory of information system service
quality, and also provides a theoretical reference for government departments. On the one
hand, based on the characteristics of e-government system, information quality, system quality
and service quality in the previous system service model are further discussed; on the other
hand, both online and offline services are taken into consideration in the information system
service model, thus establishing the e-government services quality model and making an indepth
study of the integration effect of online and offline services. Its conclusions can be
references for the application of traditional information system service model in the field of
e-government.
CitacióFan, Jing; Yang, Wenting. Study on e-government services quality: the integration of online and offline services. "Journal of Industrial Engineering and Management", Juliol 2015, vol. 8, núm. 3, p. 693-718.
Dipòsit legalB-28744-2008
ISSN2013-0953
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