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E-Government Services: Creating Value Through Services’ Quality
Abstract
Adoption of ICT in the public sector has rapidly progressed over the last decade. Many national and local governmental institutions move towards more sophisticated public electronic services aiming to increase service provision efficiency and effectiveness as well as develop services attractive for citizens. However, such digitalization represents supply-driven approach while governmental institutions and software development companies move public services online. Demand side user satisfaction and acceptance usually is ignored supposing ICT-based services pretend to be modern services. Public electronic services’ acceptance heavily depends on citizens’ attitudes. In this context, citizens’ understanding of public electronic service quality plays an important role. The current chapter’s propose is to show public electronic service quality assessment model considering three perspectives – environment quality, delivery quality, and outcome quality. The proposed model is verified empirically assessing three different public electronic services in Lithuania.
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