Abstract:

The present study discusses eservices and governmental smart services within the context of the Emirate of Dubai in order to uncover the models or frameworks that can potentially be incorporated into the existing framework in order to regulate and govern the quality of eservices. Eservices have a far greater outreach than traditional services and effect a broader scope of individuals, thereby making them more impactful and increasing their importance for the average citizen. As a result, it becomes important to focus on eservices and discuss them in light of the existing, predominant SERVQUAL model which provides a framework for measuring service quality. The study uses a qualitative analysis technique which has been used to explore the models that can be used for service quality regulation.