A proposed model for assessing e-government service quality: An E-S-QUAL approach

Electronic government (e-government) organizations seek to increase their efficiency by improving their electronic services (e-services) taking advantage of the rapid advances in technology. Quality of service is imperative issue for successful e-government project. Improving the e-government service quality can result in increasing the user´s acceptance and use of these services. Scholars and researchers realized that the poor quality of e-service can cause the failure to the projects. However, many governments are developing their projects without taking into consideration this concern. Thus, this study proposes eight dimensions that enhance the perceived value and increase the loyalty of the intention to use by adopting and modifying the E-S-QUAL scale. These dimensions include: efficiency, fulfillment, system availability, privacy, responsiveness, contact, personalization, and web appearance. This paper tries to enhance the literature of the e-service quality by describing the application of the E-S-QUAL scale in the e-government domain.