Evaluation of E-government Service Quality Based on SERVQUAL

The assessment of E-government service quality plays a critical role in improving service provision. The SERVQUAL model, put forwarded by PZB, has been used in a number of service environment to assess quality of service provision in terms of what consumers expect and what they actually receive. Based on the theories of SERVQUAL and combined with the typical features of E-government, this paper presents a new set of metrics for assessing the E-government service quality. The evaluation system is in line with the trend of E-government theories and the service-oriented government practices in China. Within the context of E-government, this evaluation system is re-interpreted and is extended to a seven dimensions model and corresponding index system, which consists of 28 indexes.