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Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery

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Book cover Electronic Government (EGOV 2020)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12219))

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Abstract

Measuring customer service quality evaluations has been important since the rise of the service industry and many models in this area have been published. Most models focus on one outcome with a set of predictors. These outcomes are often ill defined and concepts are used interchangeably causing issues in creating good and consistent measures of quality. In this study we develop a new model combining multiple outcome variables and a series of predictors to show the interdependent nature of service outcomes. We test the model using machine learning based on survey responses from 3702 Dutch people. The results indicate that two types of outcome variables are important; quality of the outcome and satisfaction with the process. Each is predicted in different ways by four dimensions. This means governments could benefit from a better specification of the desired outcomes of service delivery and targeted measurement approaches.

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Acknowledgement

We would like to thank the Ministry of the Interior for funding this work. The Ministry of the Interior had no role in the preparation of this publication.

Author information

Authors and Affiliations

  1. Center for eGovernment Studies/Pieterson Strategic, London, UK

    Willem Pieterson

  2. Microsoft Cloud Solutions, London, UK

    Cindy Weng

Authors
  1. Willem Pieterson
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  2. Cindy Weng
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Corresponding author

Correspondence to Willem Pieterson .

Editor information

Editors and Affiliations

  1. Danube University Krems, Krems, Austria

    Gabriela Viale Pereira

  2. Delft University of Technology, Delft, The Netherlands

    Marijn Janssen

  3. Brunel University London, Uxbridge, UK

    Habin Lee

  4. Linköping University, Linköping, Sweden

    Ida Lindgren

  5. University of Granada, Granada, Spain

    Manuel Pedro Rodríguez Bolívar

  6. University of Washington, Seattle, WA, USA

    Hans Jochen Scholl

  7. Delft University of Technology, Delft, The Netherlands

    Anneke Zuiderwijk

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Pieterson, W., Weng, C. (2020). Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery. In: Viale Pereira, G., et al. Electronic Government. EGOV 2020. Lecture Notes in Computer Science(), vol 12219. Springer, Cham. https://doi.org/10.1007/978-3-030-57599-1_11

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  • DOI: https://doi.org/10.1007/978-3-030-57599-1_11

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-57598-4

  • Online ISBN: 978-3-030-57599-1

  • eBook Packages: Computer ScienceComputer Science (R0)

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