A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must ﬁrst understand how citi- zens perceive and evaluate online. Citizen assessment is built on deﬁning quality, identifying underlying di- mensions, and conceptualizing measurements of these e-government services. In this article an e-gov service quality model (e-GovQual) is conceptualized and then a multiple-item scale for measuring e-gov service quality of governmental sites where citizens seek either information or service, is developed, reﬁned, validat- ed conﬁrmed and tested.
آبا ۱۹, ۱۳۹۵ ۰