Journal ArticleDOI
E‐service quality and the public sector
TLDR
In this paper, a distinction is drawn between e•government and e•public service, and it is proposed that there is a continuum of public sector organisations based on complexity of task, while profit motivation has little relevance in the public sector, homogeneity of consumers, definability of tasks and finite and measureable outcomes can serve as likely conditions of success in e‐public service.Abstract:
Definitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current theoretical and empirical work is considered in conjunction with the contribution of the usability school and the commercial literature related to outcome measurement. While profit motivation has little relevance in the public sector, homogeneity of consumers, definability of tasks and finite and measureable outcomes can serve as likely conditions of success in e‐public service. The public sector is then considered in light of this knowledge. It is proposed that there is a continuum of public sector organisations based on complexity of task. Initial evidence suggests that e‐service delivery has greater potential for success in public sector tasks that have low or limited levels of complexity. Finally, the paper concludes that any discussion of e‐public service must take cognisance of the context, both internal and external, in which e‐service is delivered.read more
Citations
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Journal ArticleDOI
An analysis of the e‐service literature: towards a research agenda
TL;DR: The purpose of this paper is to gather conceptual perspectives on the role and nature of e‐ service, and the e‐service experience, and to explore two differentiators to the service experience.
Journal ArticleDOI
Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis
Young A. Park,Ulrike Gretzel +1 more
TL;DR: In this paper, a unified framework of commonly used Web site success factors emerged from the analysis and included a total of nine factors: (1) information quality; (2) ease of use; (3) responsiveness; (4) security/privacy; (5) visual appearance; (6) trust; (7) interactivity; (8) personalization; and (9) fulfillment.
Journal ArticleDOI
The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction
Mohammed Al-Hawari,Tony Ward +1 more
TL;DR: In this paper, a mediated model linking service quality to banks' financial performance through customer satisfaction in the context of the automated retail banking, and tests it by structural equation modelling, is proposed and confirmed as a mediator in the relationship between automated service quality and financial performance.
Journal ArticleDOI
Factors Influencing the Adoption and Usage of Online Services in Saudi Arabia
TL;DR: Perceived Complexity was found to be the most significantly related factor affecting e‐service adoption in Saudi Arabia, followed in turn by Privacy and Compatibility, and Quality of the Internet and its relative advantage had a notable affect on e‐ service usage and adoption.
Journal ArticleDOI
IT-mediated customer service content and delivery in electronic governments: an empirical investigation of the antecedents of service quality
TL;DR: This work constructs and empirically test a research model that depicts a comprehensive collection of web-enabled service content functions and delivery dimensions desirable by citizens and delineates e-government service quality into aspects of IT-mediated service content and service delivery.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Journal Article
Refinement and reassessment of the SERVQUAL scale.
Book
Digital Divide: Civic Engagement, Information Poverty, and the Internet Worldwide
TL;DR: Digital Divide as discussed by the authors examines access and use of the Internet in 179 nations world-wide and finds evidence for a democratic divide between those who do and do not use Internet resources to engage and participate in public life.