A software quality model acts as a framework for the evaluation of attributes of an application that contribute to the software quality. In this paper, a quality model is presented for evaluation of B2B applications. First, the most well-known quality models are studied, and reasons for using ISO 9126 quality model as the basis are discussed. This model, then, is customized in accordance with s...

This article examines the determinants of service quality and continuance intention of online services. We proposed and empirically tested a model with both service and technology characteristics as the main drivers of service quality and subsequent continuance intention of eTax, an electronic government (eGovernment) service that enables citizens to file their taxes online. Our data were colle...

Purpose – The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach – Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerni...

The need for good e-government services increases day by day. This huge demand puts the governments around the world in a real challenge. The challenge is represented by the need for improving the eservices and evaluating the overall quality of e-government system to meet the citizens’ real needs and expectations. Therefore there is a need for developing a scale to measure the quality of e-gove...

Public administration, governed by bureaucratic structures built on rationale principles, that dominated the twentieth century, has failed to respond to the changing requirements of the present times. E-governance, which is a paradigm shift over the traditional approaches in public administration, means rendering of government services and information to the public using electronic means. This ...

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

Service quality becomes the key bottleneck of the adoption of G2B e-government services. In this context, control is an important tool for e-government service providers to direct and coordinate the service process. Based on the control theory, we develop a conceptual model to understand how different control initiatives influence the service quality of G2B e-government services. A multi-method...

This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-s...

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, bot...

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, bot...