The construction of service quality assessment system in G2B E-Government market: A case study in china

Abstract

Taking the Chinese G2B E-Government market as the angle of view, in order to help governmence manage service behavior better and improve service quality, paper constructs the e-service quality assessment system through using case study of the tax control system in a province of China. Based on the actual service modeling, the G2B E-Government on-line service quality assessment system contains six factors, which affect the result from web site design, website content, website performance and interaction four aspects. This system becomes a framework of e-service quality assessment based on previous research and deriving from practice, which is more realistic adjusting to the characteristic of Chinese G2B e-government market. © Springer-Verlag Berlin Heidelberg 2013.