Abstract
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.
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Papadomichelaki, X., Magoutas, B., Halaris, C., Apostolou, D., Mentzas, G. (2006). A Review of Quality Dimensions in e-Government Services. In: Wimmer, M.A., Scholl, H.J., Grönlund, Å., Andersen, K.V. (eds) Electronic Government. EGOV 2006. Lecture Notes in Computer Science, vol 4084. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11823100_12
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DOI: https://doi.org/10.1007/11823100_12
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