Service quality parameters for social media-based government-to-citizen services

Abstract

As the digital delivery of Government services to the citizens is swiftly moving towards a maturity stage, there is a need for availability of multiple channels of service delivery. In today’s ICT environment, the social media applications have become one of the most commonly used and preferred platform. A massive growth in number of Internet users and social media penetration at a large scale in India has opened up the potential for use of social media for Government service delivery. The use of social media is steadily getting adopted by Governments for delivery of services to the citizens and some states and central Government organizations in India have started offering a few services over social media. The quality parameters of such social media-based service delivery will have an impact on attracting new users and also on retaining the existing users. It therefore becomes important to identify and prioritize the various parameters which influence the quality of social media-based Government-to-Citizen services. This paper is based on an exploratory study to identify various service quality parameters in an Indian state of Punjab. The paper highlights the outcomes of an online survey of Indian e-Government experts on the quality parameters for social media-based e-Government services in the state of Punjab.