Exploring quality of eGovernance projects

in India
PRESENTED BY:
RAJIV KUMAR
RIPUSUDAN ADHIKARI
S AHIL SOOD
S AJIN. S

Agenda

Concept of E-Governance

Research Questions
References
Literature Review
E-Governance Service Quality Model
Research Methodology
Data Analysis

Concept of Egovernance
Application ofinformation and communication technology(ICT) for deliveringgovernment
services, exchange of information communication transactions, integration of various standalone systems and services between government-to-customer (G2C), government-tobusiness (G2B), government-to-government (G2G) as well asback officeprocesses and
interactions within the entire government framework
Through e-governance, government services are made available to citizens in a convenient,
efficient and transparent manner. The three main target groups that can be distinguished in
governance concepts are government, citizens and businesses groups.
Generally four basic models are available government-to-citizen (customer),
government-to-employees, government-to-government and government-tobusiness.

Questions that need to be

answered.
What

is e-Governance service quality ?

Why measure e-governance and its quality ?

What are the e-governance services assessment quality models ?
How to assess and measure the quality of e-governance services ?

References
Alanezi, M.A., Kamil, A. & Basri, S. (2010). A Proposed Instrument
Dimensions for
Measuring E-government Service Quality, International Journal of u-and eService,
3, 4, 1-18
Bhattacharya, D., Gulla, U. and Gupta, M.P. (2012) E-service Quality Model
for Indian
Government Portals: Citizens' Perspective, Journal of Enterprise Information
Management, 25, 3, 246-271
Wisniewski, M. & Donnelly., M. Measuring service quality in the public
sector: The potential for SERVQUAL. Total Quality management, 7,
1996, pp357-364

References Contd..
A. Parasuraman, V.A. Zeithaml, and A. Malhotra, E-S-QUAL: A multiple-item
scale for assessing electronic service quality, Journal of Service Research,
(2005), Vol. 7, No. 3, pp. 213-234
Siriluck Rotchanakitumnuai, Measuring e-government service value with the
E-GOVSQUAL-RISK model, Department of Management Information Systems,
Thammasat University, Bangkok, Thailand. Business Process Management
Journal

E-Governance Service
Quality
Extent to which government website facilitates
efficient and effective delivery of public services and
can be measured through quality assessment and
benchmarking

governance Service
Quality Measurement
It is needed to achieve more efficiency in the functioning of the
government and to improve the delivery of government services

Services Quality represents the comparison between

customers expectations of how a company or organization
Numerous studies have shown that e-governance services has
a direct relationship to user satisfaction
The measurement of E-governance service quality is important
to proactively manage these services in order to ensure that
they satisfy citizens need for efficient and effective public
services

E-Governance Service Quality

Model
The most dominant and extensively used scale for assessing service quality
is SERVQUAL which was developed by Parasuraman, Berry and Zeithmal in
1985
It contains 97 items within 10 Quality dimensions. Later, in the early of
1988, the authors diminished the original dimensions to 5 dimensions with 22
items. These five service quality dimensions constitute the
dimensions for universal measurement of service quality
As a result of the differences between the methods of measuring service
quality in e-governance and physical market services, it is very important to
reformulate the SERVQUAL scale items before they are used extensively in
the e-governance context
The new dimensions for measuring e-governance service quality have been
investigated from relevant previous research and have been used and
validated with minor modifications wherever required to consider e-

Ease
of Use

Informati
on

Websit
e
Desig
n

Reliabili
ty

EGovernanc
e Service
Quality
Dimension
s

Personaliz
ation

Securit
y/Priva
cy

Responsive
ness

7 Dimensions to measure Egovernance service quality

1.

Website Design Interface to connect the users and the organization and
is comprised of the technical functioning of the website and its appearance.
Thus, it is taken into account as crucial dimensions to attract the customers

2.

Reliability The degree to which a promised service provided by an egovernment website is going to perform by the promised time, such as emailing or calling the customer, as well as providing the confidence of
delivering the right products, and correct charges

3. Responsiveness the degree to which the services provided by an egovernment website if helpful and there is no delay in responding to citizens.
Immediate response will assist users to make decisions to make faster,
answer their questions and resolve their problems

4.

Security/ Privacy The level of security and protection of citizenss

personal information provided by the e-government website

5. Personalization Concerns with providing caring and personal attention

to users. It refers to the degree to which an e-government website provides
a variety of services to convince specific individual citizens needs

6. Information Concerns with the information provided by the egovernment website, where desirably the information should be accurate,
current and easy to understand
7. Ease of Usage Degree of Ease of using the website and the facility to
search for information

E - Governance Projects in
India
1. Vehicle Registration
2. E-Filing of Income Tax Returns
3. Online Application for Permanent Account Nu
mber (PAN)

Research Design
Research design chosen is Experimental Research Design
The Service Quality parameters which govern the quality of
e-governance services in India are taken as the Independent
variables and the Quality of the E-governance project is taken
as the dependent variable
Website Design, Reliability, Responsiveness, Security,
Personalization, Information, Ease of Use are Independent
Variables in the research design

Research Hypothesis
Hypothesis (H1): All the service Quality parameters positively influences
the perceived E-governance Service Quality of E-governance Project 1(Vehicle
registration)
Hypothesis (H2) : All the service Quality parameters positively influences
the perceived E-governance Service Quality of E-governance Project 2 (Efiling of Income Tax Return)
Hypotheses (H3): All the service Quality parameters positively influences
the perceived E-governance Service Quality of E-governance Project 3 (Online
Application for Permanent Account Number)

Research Methodology
A.

Data Collection - The target population includes users who

have experience of web browsing and searching for the information in

e-government web portals
Research model is validated through conducting the surveys
A set of questionnaires were distributed among the online users
Questionnaires were divided into 8 sections which included subquestionnaires on the 7 dimensions of E-governance service quality as
well as Demographics of the respondents
This helped us in understanding the customers opinions about the
existing offered e-service quality. In each section users are asked to
rate from 1 to 5 in each dimension of e-governance service quality

Contd..
B.

Metrics The Research model used Likert scale in the user

survey and added the following points to the scale
1. Strongly Disagree
2. Disagree
3. Neither Agree nor Disagree
4. Agree
5. Strongly Agree

Sampling Techniques
Since the study deals with a wide population hence
Convenience sampling technique can be used.
However, Snowball Sampling technique can also be used.

THANK
YOU!!!!