A Review of Quality Dimensions in e-Government Services

  • Xenia Papadomichelaki
  • Babis Magoutas
  • Christos Halaris
  • Dimitris Apostolou
  • Gregoris Mentzas
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4084)


This paper presents a synthetic summary of the literature in the area of quality of e-government services, as a basis for the future construction of a relevant model and ontology. We include 18 different approaches concerning quality of service for public sector in general and e-government more specifically. Using as a criterion the focus of each approach on organizational issues or the front end of the service we classified them in introvert and extrovert ones. As a result of the review we were able to organize the main components influencing quality of e-government services in the following four key areas: service, content, system and organization.


Service Quality Customer Satisfaction Quality Dimension Balance Scorecard American Customer Satisfaction Index 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Xenia Papadomichelaki
    • 1
  • Babis Magoutas
    • 1
  • Christos Halaris
    • 1
  • Dimitris Apostolou
    • 1
  • Gregoris Mentzas
    • 1
  1. 1.Information Management Unit, Institute of Communication and Computer Systems, School of Electrical & Computer EngineeringNational Technical University of AthensZografou AthensGreece

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