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.
International Journal of Services Technology and Management, 2015 Vol.21 No.4/5/6, pp.238 - 251
Available online: 29 Dec 2015 *Full-text access for editors Access for subscribers Purchase this article Comment on this article