Quality in e-Government services: A proposal of dimensions from the perspective of public sector employees

Understanding the drivers of the public value of e-government: Validation of a public value e-government adoption model

This study examined the factors driving the public value of e-government from the viewpoint of the Chinese people. The usage of ICT through e-government systems must generate the adequate corresponding public value that can motivate the acceptance of e-government services. The sample 517 data generated from Chinese citizens were analyzed using AMOS 23 software by undertaking the structural equation model system of analysis. The results show that constructs such as information quality, service parameters, user orientation, efficiency, openness, and responsiveness were significantly related to the public value of e-government. Additionally, the research validated that the public value of e-government has a direct influence on the behavioral intention to adopt e-government services. The managerial and practical implications of these research findings on the public value of e-government and the acceptance of e-government services are dissected meticulously.

A user satisfaction model for mobile government services: a literature review

User satisfaction is essential for the success of an organisation. With the development of government service delivery through mobile platforms, a compatible measurement model must be found to measure user satisfaction with performing such services through a mobile government portal. Measuring user satisfaction with mobile government services is necessary nowadays due to the increasing popularity of smart devices. Research on mGovernment users' satisfaction is lacking, leading to difficulties in understanding users' expectations. In the present study, systematic literature reviews have been used to analyze users' satisfaction with mGovernment portals and propose a comprehensive model compatible with such contexts. The results show that government agencies can evaluate users' satisfaction using the proposed model of six quality constructs: usability, interaction, consistency, information, accessibility, and privacy and security. The study recommends improving the evaluation strategies of mGovernment portals regularly to ensure they fit with challenges. Measuring user satisfaction at mGovernment services encourages the user to perform the transactions through such online platforms, increasing the digitalization process and reducing the cost and efforts for both the service provider and end-users.

The Effects of eGovernment Efficiency on Subjective Wellbeing

Undoubtedly, the internet has become the most convenient and efficient communication and service delivery channel adopted by most government agencies, referred to as eGovernment. This study explores how eGovernment efficiency influences users’ subjective wellbeing (SWB), using trust as a covert stimulus with the capacity to alter individuals’ overt behavior (utilization). Covert and overt stimuli act as significant factors influencing the relationship between citizens and the online environment, moderated by socio-demographic characteristics. Using situation–organism–behavior–consequence theory, we propose a research model consisting of online environment eGovernment efficiency (the situation) influencing trust development (the organism), which in turn influences utilization (the behavior), generating an impact on an individuals’ SWB (the consequence). We followed the structural equation modeling (SEM) approach to analyze the data survey N = 300, using Amos statistical techniques. Results reveal that the correlation between eGovernment efficiency and trust is positive and strong, trust and utilization is positive and moderate, and the correlation between utilization and SWB is positive and very strong. Stepwise regression analysis reveals that the control variables affect the relationship between eGovernment efficiency and trust. In the regression model: the highest education level explained 36% of the variance (model 1); adding age increased the variance explained to 39% (in model 2), and adding internet use frequency increased the variance explained to 41% (model 3). This study develops theoretical concepts of eGovernment use and how it affects citizens by indicating the psychological and behavioral situations as antecedents and mediators influencing SWB. It also provides practical suggestions for improving systems to correlate users’ feelings and behavior patterns to motivate trusting behavior, positively impacting users’ SWB to benefit citizens effectively.

Electronic service quality (e-SQ) measurement: a cross-functional review

Purpose

Although comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.

Design/methodology/approach

To analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.

Findings

The results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.

Originality/value

An assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

E-profiling R&D involvement/earnings of researchers: a G2E tool for performance management at CSIR–NML

Purpose

Council of Scientific and Industrial Research (CSIR)–National Metallurgical Laboratory (CSIR–NML) has launched a number of initiatives in different perspectives of e-Government. The “Mandays-Involvement” website was implemented by the laboratory in Government-to-Employee (G2E) perspective i.e. facilitating its research and development (R&D) manpower by providing data with respect to their own performance parameters through a single window. The development and implementation of the website had two major objectives : (1) to provide a system to the researchers for tracking and improving their own performance with respect to mandays and external cash flow generation and (2) to equip the management with a tool to enhance the organizational performance and enable optimum employee utilization.

Design/methodology/approach

Software Development Life Cycle approach was followed for the web-based system development and iterative model was used. Open source web development tools i.e. Php, My-Sql and CSS were used for the system development.

Findings

The new system helped in detailed profiling of current and future assignment of the researchers so as to have a check over preference-based allocation of work and providing equal opportunities of work to all.

Research limitations/implications

The percentage average mandays utilization was stabilized after the implementation of the website. The percentage under and over engagements of researchers in R&D projects was controlled and reduced.

Practical implications

The system outputs are utilized for R&D Team formation, Project approvals and Annual Performance Evaluations.

Originality/value

This new information system acts as a decision support system that helps the management to align its organizational policies toward the Future Research Projects and R&D manpower.

Quality assessment of electronic state and municipal services using the example of the ministry of agriculture of the Russian Federation

The article discusses the features of the provision of public services in electronic form. The dynamics of the provision of public services in the Republic of Tatarstan is given. A review of the existing methodologies for assessing the quality of the provision of electronic public services is given. The authors’ methodology for assessing the quality of the provision of state and municipal services in electronic form is proposed. An authorized executive body has been identified which is responsible for organizing the assessment of the quality of services. Formulas of individual indicators of the technique are developed. As an example, the assessment of the provision of the public service “Providing information obtained in the course of accounting for reclaimed land” is calculated. A polygon of the effectiveness of the provision of state and municipal services in electronic form is proposed. Measures to eliminate identified deficiencies in the provision of services are proposed. The authors make the conclusion about the importance of assessing the quality of services and the relevance of the proposed methodology.