Classification and synthesis of quality approaches in e-government services

ed abstract Purpose: The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for egovernment and outline the main components of a quality model for e-government services. Design/methodology/approach Starting with fundamental quality principles we examine and analyze 36 different quality approaches concerning public sector services, e-services in general and more specifically e-government services. Based on the dimensions measured by each approach we classify the approaches and conclude on the basic factors needed for the development of a complete quality model of e-government services Findings Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e-services’ quality. The classification forms the basis for answering questions that must be addressed by t...

• Type: Journal
• Year: 2007
• Where: INTR
• Authors: Christos Halaris, Babis Magoutas, Xenia Papadomichelaki, Gregoris Mentzas
• Keywords: E-government Services, INTR 2006, INTR 2007, Main Components, Quality Model