A Method to Evaluate E-Government Service Quality Attributes

Abstract

Many government organizations attempted to leverage Internet-based technologies to improve public service through electronic means, termed as e-service. Besides the tangible services, government increasingly encounter and adopt intangible services to meet user needs. Government invests significant financial amounts alongside the non-financial resources to keep e-services up-to-date. E-government service assessment ensures the quality of their services, resource allocation priorities and potential service factors to identify what services may work together to engage users to the government policies. Although a limited studies have been done, researchers proposed several multicriteria decision methods to index e-service quality based on user survey profiles. This study presents a multicriteria decision model combining Analytic Hierarchy Process and entropy weight technique to demonstrate e-government service priority selection. The model synthesize a local and global index priorities among 18 different categories of e-services, classified into three quality dimensions. The presented analysis do not offer the complete roadmap of e-government evaluation. Further research needed to set priorities to specific e-services. The empirical result indicates that improving e-Efficiency is the top priority, followed by e-Support commitment and e-Reliability information in tracing e-government service and engagement.