Electronic governance service quality: a study in the state of Odisha
by Prasant Kumar Patra; Arun Kumar Ray; Ramakrushna Padhy; Srikanta Patnaik
International Journal of Services Technology and Management (IJSTM), Vol. 21, No. 4/5/6, 2015

Abstract: The purpose of this paper is to get a better idea about the quality of service delivered by IT enabled governance. A questionnaire has been administered with various stakeholders associated with planning and construction of buildings. The findings of this study suggest that among the five dimensions of service quality, tangibility received a positive gap. This in turn implies that citizens are satisfied by the physical facilities and environment of the office but suggest many potentials for improvement.

Online publication date: Wed, 30-Dec-2015

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