Quality Dimensions Trend Analysis in the Context of Evaluating E-government Services

摘要

Governments are increasingly realizing the importance of utilizing Information and Communication Technologies (ICT) as a tool to better address user's/citizen's needs. As citizen's expectations grow, governments need to deliver services of high quality level to motivate more users to utilize these available e-services. In spite of this, governments still fall short in their service quality level offered to citizens/users. Thus understanding and measuring service quality factors become crucial as the number of services offered is increasing while not realizing what citizens/users really look for when they utilize these services. The study presents an extensive literature review on approaches used to evaluate e-government services throughout a phase of time. The study also suggested those quality/factors indicators government's need to invest in of high priority in order to meet current and future citizen's expectations of service quality.