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

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 egovernment services for both citizens and public administrations.

• Type: Conference
• Year: 2009
• Where: EGOV
• Authors: Babis Magoutas, Gregoris Mentzas
• Keywords: Conceptualized Model, EGOV 2009, Information Management, Model Development Process, Reliable Qegs Model