Title: Electronic governance service quality: a study in the state of Odisha

Authors: Prasant Kumar Patra; Arun Kumar Ray; Ramakrushna Padhy; Srikanta Patnaik

Addresses: School of Electronics Engg., KIIT University, Bhubaneswar, India ' School of Electronics Engg., KIIT University, Bhubaneswar, India ' Indian Institute of Management, Kashipur, India ' Department of Computer Science and Engg., SOA University, Bhubaneswar, India

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.

Keywords: e-governance; electronic governance; service quality; citizen satisfaction; construction planning; buildings construction; tangibility.

DOI: 10.1504/IJSTM.2015.073924

International Journal of Services Technology and Management, 2015 Vol.21 No.4/5/6, pp.238 - 251

Received: 09 Jul 2014
Accepted: 12 Feb 2015
Published online: 30 Dec 2015 *

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