Title:
Electronic Government & Online Service Quality: Methodological
Considerations
Abstract: With the emergence of e-government, the use of
information and communications technology in the public sector has turned
from being inward looking and administration-focused to outward looking and
service-focused. One aspect of this has been on-line tax filing which
in Ireland takes the form of the Revenue Online Service (ROS), an online
service for tax filing. The purpose of this paper is to outline a research
project that is currently being undertaken with the Irish Revenue Commissioners
to evaluate the quality of the ROS service quality. It describes the
application of a newly developed website service quality measurement instrument
to users of ROS. It is anticipated that the findings from this study
will provide insight regarding the dimensions of website service quality
that are most valued by users of this e-government website and also provide
insight into the dimensions of website service quality that ROS most need
to improve. The application of this newly operationalised website service
quality instrument will also provide evidence regarding the degree to which
it is culture independent.