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Citizen centric assessment framework for e-governance services quality

Author

Listed:
  • Vinay Singh
  • Garima Singh

Abstract

Citizen-centric e-governance services are essential to enhance the quality of life of citizens while ensuring citizen empowerment. The present study proposes a framework of assessing quality of e-governance services from the citizens' perspective to find out the degree of its quality impacting citizen satisfaction. The framework is validated through primary data collected from 213 respondents. Confirmatory factor analysis and structured equation modelling are employed to validate the model. The results depict quality of e-governance service and the information being disseminated to the citizens' impact on their satisfaction significantly. The study contributes a parsimonious model that can significantly contribute in future theoretical advances in e-governance quality assessment. The findings can bridge the gap between government initiatives and citizens' needs. Thus, designing high quality e-governance services while keeping the needs and expectations of citizen in focus translates its functional efficacy.

Suggested Citation

  • Vinay Singh & Garima Singh, 2018. "Citizen centric assessment framework for e-governance services quality," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 27(1), pages 1-20.
    • Handle: RePEc:ids:ijbisy:v:27:y:2018:i:1:p:1-20
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    Cited by:

    1. Jadrić, Mario & Mijač, Tea & Ćukušić, Maja, 2020. "Identifying Costs and Benefits of Smart City Applications from End-users' Perspective," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 398-409, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    2. E. Ramanujam & L. Rasikannan & Balasubramanian A., 2022. "Coupling of Dimensionality Reduction and Stacking Ensemble Learning for Smartphone-Based Human Activity Recognition," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-15, January.
    3. Jayalaxmi P Shetty & Rajesh Panda, 2021. "An overview of cloud computing in SMEs," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 175-188, December.

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