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Technological intensification has expended the involvement of information and communication technology in public sectors which facilitate governments across the globe to offer a range of services to their citizens. Enhanced governmental dependence on information systems constrains the management attention towards improving the information systems' services and the quality. One necessary element of offering quality online services is to understand citizens' perceptions towards using such services in contrast with the conventional service methods that they are accustomed to. Therefore, periodical performance assessment of offered egovernment services becomes an essential and critical for egovernment. In this paper, the authors attempt to investigate the underlying factors and various dimensions of egovernment services, and propose a performance assessment framework that will assess the quality and trust dimensions of the e-services from citizens' perspective. A systematic study of the existing performance assessment models has been carried out in establishing the basis for conceptualizing a framework called e-government service performance and trust assessment framework (E-GSPTA). The proposed framework is designed and validated by using Indian e-tax service.
FaizanH.Zaidi et al. (Thu,) studied this question.
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