A primary goal of e-governance is providing online-services to citizens over the internet (Web portals) to facilitate government-to-citizen (G2C) and citizen-to-government (C2G) interactions and transactions. This chapter provides a perspective on the users' perceptions of the attributes which determine e-governance online-service quality. The research based approach is used to first develop the discussion on the needs of quality 'e-governance online services' (EGOS) and then a research study is used to demonstrate development of measurement instrumentation to measure online service quality from the users' perspective. The presented method and the instrument can be adopted in any country/state with minor contextual modifications. The limitations and future directions for scholars and researchers to facilitate the knowledge in measuring and thus, improving in e-governance online service quality is also presented at the end of the chapter.
E-government development and diffusion: inhibitors and facilitators of digital democracy / Ganesh P. Sahu, Yogesh K. Dwivedi and Vishanth Weerakkody (eds.),
Chapter 9, pp. 133-148