Abstract:

Governments can offer more services to citizens and businesses by utilizing advancement in ICT. Increasingly citizens find it easy and cost effective to reach government services online. On the other hand, as governments thrive in providing citizens services via electronic channels they also need to consider those quality factors that impact citizen’s willingness to use the services. This paper investigates available literature for frameworks and models in the area of e-services, e-services quality, and e-government service quality talking into account the classical SERVQUAL model. The paper provides a roadmap of key quality attributes that are substantial to consider when offering e-government sevices.