Research on service quality management for E-government

The precondition for improving the government service quality is strengthening the service ability of government. And the implement of the e-government is the most effective way to it. The characteristic of global E-government is to meet the social public demand through governmental service. According to the spirit of Report at 16th Congress of the Communist Party of China on Nov 8, 2002, China will continue to deepen the reform of administration management system, to push the construction of "public service government" energetically. It is the long-term strategic objective for Chinese governmental reform to establish a government serving for people. Government-Citizen Relationship Management (G-CRM) is a Government business strategy to provide comprehensive service from all organizational "touch points", anywhere, anytime. The research focuses on the relation between governmental service quality and citizen's satisfaction and social stability. It includes the methodology for assessment, the challenge in e-government service quality measurement, the dimensions of service quality, standards for evaluating web-enabled services, the impact of e-government policies on the efficiency and the effectiveness of public sector, Setting of fundamental measurement models, e-government satisfaction index, and ect.