A Multiple-Item Scale for Assessing E-Government Service Quality

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


A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens’ needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.


e-government service quality measurement instrument 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Xenia Papadomichelaki
    • 1
  • Gregoris Mentzas
    • 2
  1. 1.Information Management Unit, Institute of Communication and Computer Systems School of Electrical & Computer EngineeringNational Technical University of AthensZografou, AthensGreece
  2. 2.Information Management Unit, Institute of Communication and Computer Systems School of Electrical & Computer EngineeringNational Technical University of AthensZografou, AthensGreece

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