Title: Webportal in e-grievance management system assessing its functionality through the lens of SERVQUAL dimensions

Authors: Selvam Jesiah

Addresses: Faculty of Management Sciences, Sri Ramachandra Institute of Higher Education and Research (Deemed to be University), Porur, Chennai-600 116, Tamil Nadu, India

Abstract: E-grievance management system (e-GMS) as an e-governance tool helps bring public, industry and government closer. This study aims to assess the functionality of e-GMS webportal using the appropriate service quality dimensions of e-services. A simple subjective assessment method was used to assess the operationality of the webportal. Prior to the assessment, a systematic literature review was done to identify the suitable service quality dimensions of e-services in order to assess e-GMS webportal. This study examined the eight identified service quality dimensions in e-GMS of India that reveals the high functionality of e-GMS portal resulting in greater efficiency in grievance dispoasal amidst the challenges connectivity. This study, however, suggests that the government should go beyond the website and technology in e-GMS, and look at various information, communication and education (ICE) strategies with an inclusive approach to reach out to all public that will help the government to achieve a robust and outcome-based public grievance system.

Keywords: e-grievance; e-governance; e-service; management system; webportal; quality dimensions; effectiveness; government; public.

DOI: 10.1504/EG.2025.147199

Electronic Government, an International Journal, 2025 Vol.21 No.4, pp.391 - 404

Received: 21 Feb 2023
Accepted: 29 May 2024
Published online: 11 Jul 2025 *

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