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Understanding the Antecedents and Consequences of E-Government Service Quality: Transactional Frequency as a Moderator Of Citize

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This study sets out to accomplish several objectives. First, authors offer a working definition of egovernment service quality that bridges the gap between service quality/marketing and e-government literatures. Next, consistent with extant research, we posit that e-government service quality, as measured via the five constituent dimensions of SERVQUAL, is derived from the co-existence of two distinct but complementary constructs: service content and service delivery. Whereas service content quality is determined by the breadth and depth of IT-mediated  functionalities available from egovernment websites to assist citizens in attaining desirable transactional outcomes, service delivery quality is dictated by the manner with which these functionalities are delivered in order to guarantee ubiquitous and homogeneous access to service content. Finally, authors investigate transactional frequency as a moderator influencing the relationships between e-government service quality and its antecedents of service content and delivery quality.

This research result was described by Sanja Tumbas (13. August 2011 - 14:58)
This research result was last edited by Sanja Tumbas (16. December 2011 - 23:23)

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