Abstract
This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-service quality to support the examination of e-government service quality from the citizens’ viewpoint. An exploration of the literature on public value, e-service quality, and e-government indicates that the creation of public value is highly dependent on the level of quality of a service delivered by a public organization. The framework draws together the elements of public value as determined by Moore [1] and Kelly [2], and quality dimensions from the updated IS success model by DeLone and McLean [3].
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Omar, K., Scheepers, H., Stockdale, R. (2011). eGovernment Service Quality Assessed through the Public Value Lens. In: Janssen, M., Scholl, H.J., Wimmer, M.A., Tan, Yh. (eds) Electronic Government. EGOV 2011. Lecture Notes in Computer Science, vol 6846. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-22878-0_36
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DOI: https://doi.org/10.1007/978-3-642-22878-0_36
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