Refinement, Validation and Benchmarking of a Model for E-Government Service Quality

  • Babis Magoutas
  • Gregoris Mentzas
Part of the Lecture Notes in Computer Science book series (LNCS, volume 5693)


This paper presents the refinement and validation of a model for Quality of e-Government Services (QeGS). We built upon our previous work where a conceptualized model was identified and put focus on the confirmatory phase of the model development process, in order to come up with a valid and reliable QeGS model. The validated model, which was benchmarked with very positive results with similar models found in the literature, can be used for measuring the QeGS in a reliable and valid manner. This will form the basis for a continuous quality improvement process, unleashing the full potential of e-government services for both citizens and public administrations.


quality model validation refinement eGovernment benchmarking 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Babis Magoutas
    • 1
  • Gregoris Mentzas
    • 1
  1. 1.Technical University of AthensZografouGreece

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