Service Quality Measurement Models in Electronic Government Services

Abstract

Advances in digital technology are driving governments to improve the quality of digital public services or as known as e-government services, necessitating appropriate models and methods to measure them. This study seeks to determine the measurement models for service quality and analytical methods used in e-government research through a Systematic Literature Review (SLR) approach. The results indicate that various models have been applied, including WebQual 4.0, E-SERVQUAL, E-GovQual, and hybrid models, with E-GovQual being the most superior and relevant model as it is tailored to assess the quality of digital public services. Additionally, various analytical methods are employed to support the service quality measurement process in alignment with the study’s objectives. These findings confirm that the selection of appropriate methods, particularly E-GovQual and suitable analytical methods, plays a crucial role in producing more accurate assessments of e-government service quality.