Study on e-government services quality: The integration of online and offline services
Abstract: E-Government, as a
new bond linking the government and the public, has gradually become the focus
of innovation in government services. The paper focuses on the e-Government
service quality issues from the perspective of users.
Design/methodology/approach: From the aspects of online service quality
perception and offline service quality perception, based on IS Success model
and SERQUAL model, e-Government Services Quality model has been set up with information
quality, system quality and service quality as key factors. Then, the survey
method was applied to collect data and then to test the model.
Findings: It was found that users’ perception of offline service quality
has a significant effect on improving their perception of online service
quality, and online service quality perception has a significant effect on
public satisfaction of e-Government services; information clarity, system
security and stability, interactive services and “one-stop” services all have a
significant effect on public satisfaction of e-Government services. However,
offline service quality perception has certain positive effect on public
satisfaction of e-Government services but not dramatically.
Research limitations/implications: Mobile e-Government as an important
direction of the development of e-Government, in the future, we will study more
about mobile e-Government services channels.
Originality/value: This study further develops the theory of information
system service quality, and also provides a theoretical reference for
government departments. On the one hand, based on the characteristics of
e-government system, information quality, system quality and service quality in
the previous system service model are further discussed; on the other hand,
both online and offline services are taken into consideration in the
information system service model, thus establishing the e-government services
quality model and making an in-depth study of the integration effect of online
and offline services. Its conclusions can be references for the application of
traditional information system service model in the field of e-government.
Keywords: e-government;
citizens’ satisfaction; online government service quality perception; offline
government service quality perception
Author: Jing Fan, Wenting Yang
Journal Code: jptindustrigg150065