Skip to main content

Refinement, Validation and Benchmarking of a Model for E-Government Service Quality

  • Conference paper
Electronic Government (EGOV 2009)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 5693))

Included in the following conference series:

Abstract

This paper presents the refinement and validation of a model for Quality of e-Government Services (QeGS). We built upon our previous work where a conceptualized model was identified and put focus on the confirmatory phase of the model development process, in order to come up with a valid and reliable QeGS model. The validated model, which was benchmarked with very positive results with similar models found in the literature, can be used for measuring the QeGS in a reliable and valid manner. This will form the basis for a continuous quality improvement process, unleashing the full potential of e-government services for both citizens and public administrations.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Aladwani, A.M., Prashant, C.P.: Developing and validating an instrument for measuring user-perceived web quality. J. Information & Management 39(6), 467–476 (2002)

    Article  Google Scholar 

  2. Barnes, S.J., Vidgen, R.T.: Assessing the quality of auction web sites. In: 34th Hawaii International Conference on Systems Sciences, Maui, Hawaii (2001)

    Google Scholar 

  3. Boshoff, C.: A Psychometric Assessment of E-S-Qual: A Scale to Measure Electronic Service Quality. J. Electronic Commerce Research 8(1), 101–114 (2007)

    Google Scholar 

  4. Boudreau, M., Gefen, D., Straub, D.: Validation in IS research: A state-of-the-art assessment. MIS Quart. 25(1), 1–24 (2001)

    Article  Google Scholar 

  5. Cap Gemini: The User Challenge Benchmarking the Supply of Online Public Services. Report of the Seventh Measurement (2007)

    Google Scholar 

  6. Chin, J.P., Diehl, V.A., Norman, K.L.: Development of a Tool Measuring User Satisfaction of the Human-Computer Interface. In: CHI 1988 Conference: Human Factors in Computing Systems, pp. 213–218 (1988)

    Google Scholar 

  7. Churchill Jr., G.A.: A Paradigm for Developing Better Measures of Marketing Constructs. J. Marketing Research 16(1), 64–73 (1979)

    Article  MathSciNet  Google Scholar 

  8. Citizen Service Centres’ e-government portal, http://www.kep.gov.gr

  9. Cronbach, L.J.: Coefficient alpha and the internal structure of tests. J. Psychometrika 16(3), 297–334 (1951)

    Article  Google Scholar 

  10. Doll, W.J., Xia, W., Torkzadeh, G.: A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument. MIS Quarterly 18(4), 453–461 (1951)

    Article  Google Scholar 

  11. Eysenck, H.J.: Criterion analysis: an application of the hypothetico-deductive method in factor analysis. J. Psychol. Rev. 57, 38–53 (1950)

    Article  Google Scholar 

  12. Field, A.P.: Discovering statistics using SPSS. Sage Publications, London (2005)

    MATH  Google Scholar 

  13. Galan, J.P., Sabadie, W.: Construction of a measurement tool to evaluate the satisfaction of public service web sites users. In: 7th int. research seminar in service management (2002)

    Google Scholar 

  14. George, D., Mallery, P.: SPSS for Windows step by step: A simple guide and reference, 4th edn. Allyn & Bacon, Boston (2003)

    Google Scholar 

  15. Hair, J.F., Anderson, R.E., Tatham, R.L., Black, W.C.: Multivariate Data Analysis with Readings. Prentice-Hall, Englewood Cliffs (1995)

    Google Scholar 

  16. Halaris, C., Magoutas, B., Papadomichelaki, X., Mentzas, G.: Classification and Synthesis of Quality Approaches in E-government Services. J. Internet Research: Electronic Networking Applications and Policy 17(4), 378–401 (2007)

    Article  Google Scholar 

  17. Landis, J.R., Koch, G.: The measurement of observer agreement for categorical data. J. Biometrics 33, 159–174 (1977)

    Article  MATH  Google Scholar 

  18. Mackenzie, K.D., House, R.: Paradigm Development in the social sciences. In: Research organizations: Issues and controversies. Goodyear Publishing, Santa Monica (1979)

    Google Scholar 

  19. Observatory for the Greek Information Society: Online Statistics of the eEurope Indicators Survey, http://stats.observatory.gr

  20. Papadomichelaki, X., Magoutas, B., Halaris, C., Apostolou, D., Mentzas, G.: A Review of Quality Dimensions in E-government Services. In: Wimmer, M.A., Scholl, H.J., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2006. LNCS, vol. 4084, pp. 128–138. Springer, Heidelberg (2006)

    Chapter  Google Scholar 

  21. Schellong, A., Mans, D.: Citizens preferences towards one-stop government. In: The 2004 annual national conference on Digital Government research, Seattle, WA. ACM International Conference Proceeding Series (2004)

    Google Scholar 

  22. Sedera, D., Gable, G., Chan, T.: Measuring Enterprise Systems Success: A Preliminary Model. In: Proceedings of the 9th AMCIS, pp. 576–591. Tampa, Florida (2003)

    Google Scholar 

  23. Straub, D.W.: Validating instruments in MIS research. MIS Quarterly (1989)

    Google Scholar 

  24. Straub, D.W., Hoffman, D., Weber, B., Steinfield, C.: Toward new metrics for net-enhanced organizations. J. Information Systems Research 13(3), 227–238 (2002)

    Article  Google Scholar 

  25. Sukasame, N.: The development of e-service in Thai government. BU Academic Review 3(1), 17–24 (2004)

    Google Scholar 

  26. Thompson, B., Daniel, L.G.: Factor Analytic Evidence for the Construct Validity of Scores: A Historical Overview and Some Guidelines. J. Educational and Psychological Measurement 56, 197–208 (1996)

    Article  Google Scholar 

  27. Tsai, S.L., Chai, S.K.: Developing and validating a nursing website evaluation questionnaire. J. Advanced Nursing 49(4), 406–413 (2005)

    Article  Google Scholar 

  28. Walrad, C., Moss, E.: Measurement: the key to application development quality. J. IBM Systems 32(3), 445–460 (1993)

    Article  Google Scholar 

  29. Wang, Y.S., Tang, T.I., Tang, J.T.E.: An Instrument for Measuring Customer Satisfaction Toward Web Sites That Market Digital Products and Services. J. Electronic Commerce Research 2(3), 89–102 (2001)

    MathSciNet  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2009 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Magoutas, B., Mentzas, G. (2009). Refinement, Validation and Benchmarking of a Model for E-Government Service Quality. In: Wimmer, M.A., Scholl, H.J., Janssen, M., Traunmüller, R. (eds) Electronic Government. EGOV 2009. Lecture Notes in Computer Science, vol 5693. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-03516-6_12

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-03516-6_12

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-03515-9

  • Online ISBN: 978-3-642-03516-6

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics