Title: Citizen centric assessment framework for e-governance services quality

Authors: Vinay Singh; Garima Singh

Addresses: ABV-Indian Institute of Information Technology and Management, Gwalior Campus, Morena Link Road, Gwalior-474015, MP, India ' ABV-Indian Institute of Information Technology and Management, Gwalior Campus, Morena Link Road, Gwalior-474015, MP, India

Abstract: Citizen-centric e-governance services are essential to enhance the quality of life of citizens while ensuring citizen empowerment. The present study proposes a framework of assessing quality of e-governance services from the citizens' perspective to find out the degree of its quality impacting citizen satisfaction. The framework is validated through primary data collected from 213 respondents. Confirmatory factor analysis and structured equation modelling are employed to validate the model. The results depict quality of e-governance service and the information being disseminated to the citizens' impact on their satisfaction significantly. The study contributes a parsimonious model that can significantly contribute in future theoretical advances in e-governance quality assessment. The findings can bridge the gap between government initiatives and citizens' needs. Thus, designing high quality e-governance services while keeping the needs and expectations of citizen in focus translates its functional efficacy.

Keywords: citizen centric e-governance; e-governance services; citizen satisfaction; quality assessment; information quality; service quality; governance quality.

DOI: 10.1504/IJBIS.2018.088568

International Journal of Business Information Systems, 2018 Vol.27 No.1, pp.1 - 20

Received: 23 Feb 2016
Accepted: 19 Jun 2016
Published online: 12 Dec 2017 *

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