Abstract: The success of e-Governance initiatives lies in their adoptability among citizens as well as, the willingness in citizens to adapt them. Understanding of citizens perception, about an online public service and their expectation from the concerned online service, may help service providers to improve the quality of service. Many studies have highlighted the discrepancy or gap between service providers view of design and implementation of a service and citizen or end users’ actual experience with the service. The research verifies the validity and reliability of a proposed e-Governance service quality (citizen perceived) assessment scale, from service providers end. This study attempts to take a look at the understanding, among service providing stakeholders, about citizens’ perception of e-Governance service quality. Responses of service providing stakeholders at different departments of state governments were collected to rate citizen perception of corresponding public services related to their department. Findings of the study may be helpful to the decision making stakeholders in government departments, to take in the citizens’ opinion and expectations from online public services (as experienced reported by the service providing stakeholders ) and for improving service design as well as implementation strategies in the state.
Keywords: E-Governance, E-service Quality Assessment.
Title: Service Providing Stakeholders Perception of Citizen Perceived e-Governance Service Quality: A Study of Online Services in Madhya Pradesh
Author: Alok Malviya
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
