CFP last date
15 January 2025
Call for Paper
February Edition
IJAIS solicits high quality original research papers for the upcoming February edition of the journal. The last date of research paper submission is 15 January 2025

Submit your paper
Know more
The week's pick
Responsive image
Enhancing Cybersecurity Through LSTM-Based Phishing URL Detection

T.J. Ayo O.D. Alowolodu D.P. Omotayo
Random Articles
Reseach Article

Development and Validation of a Framework for Assessing the Performance and Trust in e-Government Services

by Syed Faizan H. Zaidi, Sahithi Siva, Farhi Marir
journal cover thumbnail

International Journal of Applied Information Systems
Foundation of Computer Science (FCS), NY, USA
Volume 7 - Number 4
Year of Publication: 2014
Authors: Syed Faizan H. Zaidi, Sahithi Siva, Farhi Marir
10.5120/ijais14-451189

Syed Faizan H. Zaidi, Sahithi Siva, Farhi Marir . Development and Validation of a Framework for Assessing the Performance and Trust in e-Government Services. International Journal of Applied Information Systems. 7, 4 ( June 2014), 28-37. DOI=10.5120/ijais14-451189

@article{ 10.5120/ijais14-451189,
author = { Syed Faizan H. Zaidi, Sahithi Siva, Farhi Marir },
title = { Development and Validation of a Framework for Assessing the Performance and Trust in e-Government Services },
journal = { International Journal of Applied Information Systems },
issue_date = { June 2014 },
volume = { 7 },
number = { 4 },
month = { June },
year = { 2014 },
issn = { 2249-0868 },
pages = { 28-37 },
numpages = {9},
url = { https://www.ijais.org/archives/volume7/number4/638-1189/ },
doi = { 10.5120/ijais14-451189 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2023-07-05T18:55:00.204519+05:30
%A Syed Faizan H. Zaidi
%A Sahithi Siva
%A Farhi Marir
%T Development and Validation of a Framework for Assessing the Performance and Trust in e-Government Services
%J International Journal of Applied Information Systems
%@ 2249-0868
%V 7
%N 4
%P 28-37
%D 2014
%I Foundation of Computer Science (FCS), NY, USA
Abstract

Technological intensification has expended the involvement of information and communication technology in public sectors which facilitate governments across the globe to offer a range of services to their citizens. Enhanced governmental dependence on information systems constrains the management attention towards improving the information systems' services and the quality. One necessary element of offering quality online services is to understand citizens' perceptions towards using such services in contrast with the conventional service methods that they are accustomed to. Therefore, periodical performance assessment of offered e-government services becomes an essential and critical for e-government. In this paper, the authors attempt to investigate the underlying factors and various dimensions of e-government services, and propose a performance assessment framework that will assess the quality and trust dimensions of the e-services from citizens' perspective. A systematic study of the existing performance assessment models has been carried out in establishing the basis for conceptualizing a framework called e-government service performance and trust assessment framework (E-GSPTA). The proposed framework is designed and validated by using Indian e-tax service.

References
  1. Carbo, T. , & Williams, J. G. , (2004), "Models and metrics for evaluating local electronic government systems and services", in Electronic Journal of E-Government, 2(2), pp. 95?104.
  2. De Jong, M. , & Lentz, L. (2006), "Scenario evaluation of municipal Web sites: Development and use of an expert focused evaluation tool", Government Information Quarterly, 23(2), 191?206.
  3. Shareef, M. A. , Kumar, U. , Kumar, V. , & Dwivedi, Y. K. (2009), "Identifying critical factors for adoption of e-government", Electronic Government: An International Journal, Vol. 6 No. 1, pp. 70-96.
  4. Shareef, M. A. , Kumar, U. ,& Kumar, V. (2011), "E-government adoption model (GAM): differing service maturity levels", Government Information Quarterly, Vol. 28 No. 1, pp. 17-35.
  5. Barclay, C. (2008), "Towards an integrated measurement of IS project performance: The project performance scorecard" Information Systems Frontiers, Vol. 10, Number 3, July 2008, pp. 331-345, Springer.
  6. Kunstelj, M. , & Vintar, M. (2004), "Evaluating the progress of e-Government development: A critical analysis", Information Polity, 9(3–4), 131?148.
  7. DeLone, W. H. , & McLean, E. R. , (1992), "Information systems success: the quest for the dependent variable", Information Systems Research, Vol. 3 No. 1, pp. 60-95.
  8. Pitt, L. F. , Watson, R. T. , & Kavan, C. B. (1995), "Service quality: A measure of information systems effectiveness", MIS Quarterly, 19(2), 173-187.
  9. Myers, B. L. , Kappelman, L. A. , & Prybutok, V. R. (1997), "A comprehensive model for assessing the quality and productivity of the information systems function: toward a 163 theory for information systems assessment", Information Resources Management Journal, 10 (2).
  10. DeLone, W. H. , & McLean, E. R. (2003), "The DeLone and McLean model of information system success", Journal of Management Information System 19, 9–30.
  11. Bakry, S. H. (2004), "Development of e-government: A STOPE view", International Journal of Network Management, vol. 14 No. 5 pp. 339-350.
  12. Westhuizen, V. D. , & Fitzgerald, E. P. (2005), "Defining and measuring project success", In the Proceedings of the European Conference on IS Management, Leadership and Governance, 07-08 Jul 2005, Reading, U. K.
  13. Victor, G. J. , Panikar, A. & Kanhere, V. K. (2007), "E-government Projects–Importance of Post Completion Audits", In the foundations of e-Government book, of the 5th International Conference of e-Government, (ICEG).
  14. Wang, Y. S. , & Liao, Y. W. (2008), "Assessing e-Government systems success: A validation of the DeLone and McLean model of information systems success", Government Information Quarterly, vol. 25, pp. 717-733, Elsevier.
  15. Esteves, O. J. , & Joseph, R. C. (2008), "A comprehensive framework for the assessment of e- Government projects", Government Information Quarterly, Vol. 2008, pp. 118- 132, Elsevier.
  16. Ibrahim, H. , Abdul, L. , & Zahir, I. (2011), "A new COBRAS framework to evaluate e-government services: a citizen centric perspective", tGov orkshop'11GOV11, March 17-18, 2011, Brunel University, West London, UB83PH.
  17. Halaris, C. , Magoutas, B. , Papadomichelaki, X. , & Mentazas, G. (2007), "Classification and synthesis of quality approaches in e-government srvcies", Internet Research, vol 17 Iss: 4, ppf 378-401.
  18. Santos, J. (2003), "E-service quality: a model of virtual service quality dimensions", Managing Service Quality, Vol. 13 No. 3, pp. 233-47
  19. Welch, E. W. , & Pandey, S. (2005), "Intranet adoption, use and information quality in public organizations: interactive effects of red tape and innovativeness", Proceedings of HICSS-37 IEEE Conference, Hawaii International Conference on Systems Science, Big Islnad, JI, January 5-8.
  20. Papadomichelaki, X. , & Mentzas, G. (2009), "A multiple-item scale for assessing e-government service quality", in Wimmer, M. A. , Codagnone, C. and Ma, X. (Eds), Proceedings of EGOV 2009, Lecture Notes in Computer Science No. 5693, Springer, Berlin, pp. 163, / e-GovQual: A Multiple scale for assessing e-government service quality, Government Information Quality 29 (2012) 98-109.
  21. Parasuraman, A. , Zeithmal, V. A. , & Malhotra, A. (2005), "E-S-QUAL: a multiple-item scale for assessing electronic service quality", Journal of Service Research, Vol. 7 No. 10, pp. 1-21.
  22. Magoutas, B. , & Mentzas, G. (2010), "SALT: A semantic adaptive framework for monitoring citizen satisfaction from e-government services", Expert Systems with Applications, 37(6): 4292–4300.
  23. Bhattacharya, D. , Gulla, U. , & Gupta, M. P. (2012),"E-service quality model for Indian government portals: citizens' perspective", Journal of Enterprise Information Management, Vol. 25 Iss: 3 pp. 246 – 271.
  24. Zaidi, S. F. H. (2012), "Assessing E-Government Service Delivery (Government to Citizen)": International journal of e-business and e-government, Vol 4 No 1 January 2012.
  25. Zaidi, S. F. H. , Marrir, F. , & Siva, S. (2013), "Assessing e-Government Service & Trust: Government to Citizen", ICDS 2013, The Seventh International Conference on Digital Society, France, February 24th – 1st March.
  26. Narasimhaiah G. , Toni, M. , & Betty, W. (2010), "Organizational impact of system quality, information quality, and service quality", The Journal of Strategic Information Systems, Volume 19 Issue 3, September, 2010 Pages 207-228.
  27. Roca, C. J. , Chiu, C. M. , & Martinez, F. J. (2006), "Understanding e-learning continuance intention: An extension of the Technology Acceptance Model", International Journal of Human-Computer Studies 64 (2006) 683–696.
  28. Chutimaskul, W. , Funilkul, S. , & Chongsuphajaisiddhi, V. (2008), "The quality framework of e-government development", ICEGOV'08 proceedings of the 2nd international conference on theory and practice of electronic governance, page 105-109.
  29. Buckley, J. (2003), "E-service quality and the public sector", Managing Service Quality Volume 13 • Number 6 • 2003 • pp. 453-462.
  30. Seddon, P. B. (1997), "A Respecification and Extension of the DeLone and Mclean Model of IS Information System Research", Vol. 8, No. 3.
  31. Rai, A. , Lang, S. S. , & Welker, R. B. (2002), "Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis", Information Systems Research, 13(1), pp 50- 69.
  32. Chang, I. C. , Li, Chang, Y. , Hung, Fu, W & Ginn, H. H. (2005), "An empirical study on the impact of quality antecedents on tax payers acceptance of internet tax-filing systems". Government Information Quarterly, vol. 22, pp. 389-410.
  33. Welch, E. & Hinnant, C. C. (2002), "Internet Use, Transparency, and Interactivity Effects on Trust in Government", Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS'03) IEEE.
  34. Welch, E. W. , Hinnant, C. C. & Moon, J. M. (2004), "Linking Citizen Satisfaction with E-Government and Trust in Government", Journal of Public Administration Research and Theory, 15(3).
  35. Gefen, D. , Karahanna, E. & Straub, D. W. (2003), "Trust and tam in online shopping: an integrated model", MIS Quarterly Vol. 27 No. 1, pp. 51-90.
  36. Wangpipatwong, S. , & Chutimaskul, W. (2005), "e-Government Web Quality Assessment: A Citizen-Centric Approach", Proceedings of the 9th IASTED International Conference on Internet and Multimedia Systems and Applications, p. 65-68, USA, 2005.
  37. Hair, J. F. , Anderson, R. E. , Tatham, R. L. , & Black, W. C. (2006), Multivariate Data Analysis, Sixth edition, Prentice-Hall International, Inc.
  38. Barnes, S. J. , Vidgen, R. (2006), Data Triangulation and Web Quality Metrics: A Case Study in E-Government. Information & Management 43(6), 767–777.
  39. Byrne, B. M. (2010), Structural equation modeling with AMOS: Basic concepts, applications, and programming, New York, Taylor and Francis Group, LLC.
  40. Hooper, D. , Coughlan, J. , & Mullen, M. R. (2008), "Structural Equation Modeling: Guidelines for Determining Model Fit. " The Electronic Journal of Business Research Methods Volume 6 Issue 1 (2008), pp. 53 – 60.
  41. Hair, J. F. , Babin, B. , Money, A. H. , & Samouel, P. , (2007), Essentials of Business Research Methods, John Wiley & Sons, Inc.
  42. Gefen, D. , & Strub, D. (2005), A practical guide for factorial validity using PLS-graph: Tutorial and annotated examples, communications of the association for information systems 16(5), 91-109.
  43. Bradley, R. V. , Pridmore, J. L. , Byrd, T. A. (2006)," Information systems success in the context of different corporate cultural types: an empirical investigation", Journal of Management Information Systems 23, 267–294.
  44. Fornell, C. , & Larcker, D. F. (1981), "Evaluating structural equation models with unobservable variables and measurement Error", Journal of Marketing Research, 48, 39–50
  45. Janssens, W. , Wijnen, K. , Pelsmacker, P. D. , & Kenhove, P. V. (2008), Marketing Research with SPSS, Prentice Hall.
Index Terms

Computer Science
Information Sciences

Keywords

E-government performance assessment e-services quality trust.

Powered by PhDFocusTM