Research Article
Proposed Model of E-Service Quality in the Context of E-Government: A Literature Review
@INPROCEEDINGS{10.4108/eai.18-7-2019.2288545, author={Krisna Adiyarta and Darmawan Napitupulu and Dahlan Abdullah and Dewi Murtiningsih}, title={Proposed Model of E-Service Quality in the Context of E-Government: A Literature Review}, proceedings={Proceedings of The 2nd International Conference On Advance And Scientific Innovation, ICASI 2019, 18 July, Banda Aceh, Indonesia}, publisher={EAI}, proceedings_a={ICASI}, year={2019}, month={11}, keywords={ict e-service quality model e-government}, doi={10.4108/eai.18-7-2019.2288545} }- Krisna Adiyarta
Darmawan Napitupulu
Dahlan Abdullah
Dewi Murtiningsih
Year: 2019
Proposed Model of E-Service Quality in the Context of E-Government: A Literature Review
ICASI
EAI
DOI: 10.4108/eai.18-7-2019.2288545
Abstract
The rapid development of Information and Communication Technology (ICT) has encouraged various government agencies to adopt ICT to provide services from traditional to e-services. The potential of ICT is utilized in order to improve the quality of government services. This study aims to propose a model of service quality in the context of e-Government. E-Service quality model can be used to measure the level of quality of e-Government services based on the existing dimensions. Models of e-service quality are generated through search and screening processes and synthesis processes for all identified dimensions. The results show that there are 12 dimensions of e-service quality model consisting of Web Design, Reliability, Responsiveness, Ease of Use, Efficiency, Citizen Support, Communication, Benefit & Opportunity Risk, Trust, Security and Leadership. The overall dimensions or factors of e-service quality should be accommodated by the government to improve the effectiveness and efficiency of electronic-based services.