A Study of the Determinants of Service Quality in Electronic Government System

• In Event: Auditing/Government & Nonprofit

Abstract

Research on the management of information in public sector has aroused much attention in recent years. Many governments have disseminated information and provided electronic services through the government web sites. These governments are commonly known as the electronic governments (e-governments). Using information technology by government seems to be an irresistible general trend in maintaining its service quality. This study identifies the determinants of and explores their impacts on e-government service quality. Adopting the Technology Acceptance Model as the core component in the model development, this study introduces perceived security as an additional construct that may affect service quality. Based on an online survey of 229 users of the e-government services in Hong Kong, the results of the study highlight the escalating importance of security of an online service which ultimately leads to a higher level of service quality of the e-government system.

Author

• Hoi Ki Daniel Ho, Hong Kong Baptist University