Customer-centered e-government service quality evaluation: Framework and case study

Public Administration aims at producing value for their customers, the use of e-Government to develop quality government services and delivery systems that are efficient and effective, so the promise of e-Government is to engage citizenry in government in a user-centered manner. This suggests that governments will provide services and resources tailored to the actual service and resource needs of users, including citizens, residents, government employees, and others. How the customer feel about e-Government services quality? What should the government do for improving services quality in standpoint of customer? Since e-Government is a relatively new subject of research so the services quality conception and aspects of quality evaluation is quite limited despite the importance of such process. This article reveals the analysis of e-Government conception in order to clarify important aspects for e-Government services quality evaluation. Several discussions how customer and citizen should be treated in the public organization are presented. then, Using systematic, logical and comparative analysis of concepts and conclusions published by different authors theoretical assumptions of e-Government services quality evaluation were formulated. Finally, a case of Xi´an e-Government service evaluation compared with 5 western cities is specialized for empirical research.