• This paper assesses the role of e-government service quality in the creation of public value from the citizen perspective. By assessing the added value of e-government services through a public value lens we aim to explore more deeply how e-government service quality impacts on public value creation. We propose a conceptual framework based on the theoretical perspectives of public value and e-service quality to support the examination of e-government service quality from the citizens' viewpoint. An exploration of the literature on public value, e-service quality, and e-government indicates that the creation of public value is highly dependent on the level of quality of a service delivered by a public organization. The framework draws together the elements of public value as determined by Moore [1] and Kelly [2], and quality dimensions from the updated IS success model by DeLone and McLean [3]. ()
  • EGOV ()
  • 7 ()
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  • 2016-06-24 ()
  • 10.1007/978-3-642-22878-0_36 ()
  • 440 ()
  • 7 ()
is ?:hasCitingEntity of
  • en ()
  • 2011-08-28 ()
  • Springer, Berlin, Heidelberg ()
  • 22468 ()
  • 28 ()
  • 431 ()
  • eGovernment service quality assessed through the public value lens ()
  • 6846 ()


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