Title: Analysing e-government service quality in Greece

Authors: Xenia Papadomichelaki, Gregoris Mentzas

Addresses: Information Management Unit, Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, 9 Iroon Polytechniou str., Zografou Campus, 157 80 Zografou, Athens, Greece. ' Information Management Unit, Institute of Communication and Computer Systems, School of Electrical and Computer Engineering, National Technical University of Athens, 9 Iroon Polytechniou str., Zografou Campus, 157 80 Zografou, Athens, Greece

Abstract: Motivated by the growing interest in e-government, our research aims to discover the quality priorities of e-government users and analyses the attitude of Greek citizens towards e-government sites in Greece. We propose a research model which posits four dimensions influential to e-government site quality – efficiency, trust, reliability, citizen support. Data was collected and analysed to gather information concerning the way Greek users interact with e-government. We found that all four dimensions significantly influence citizens| evaluation and intention to reuse. E-government users perceived different importance of quality factors in using different types of e-government sites.

Keywords: e-government; public service; service quality; quality model; measurement; instruments; website quality; electronic government; Greece; efficiency; trust; reliability; citizen support.

DOI: 10.1504/EG.2011.042808

Electronic Government, an International Journal, 2011 Vol.8 No.4, pp.290 - 308

Published online: 04 Oct 2011 *

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