Please use this identifier to cite or link to this item: http://hdl.handle.net/11189/1446
Title: e-Government in South Africa: e-service quality access and adoption factors
Authors: Kaisara, G
Pather, S
Keywords: World Wide Web;E-government;Support services;Web adoption;Information systems;Service quality
Issue Date: 2009
Publisher: Cape Peninsula University of Technology
Source: http://www.zaw3.co.za
Abstract: Over the past decade the World Wide Web (WWW) has had far reaching implications on the way in which information is shared, and services are rendered by both public and private organisations. One important issue on the research agenda has been the adoption of the web by the public sector, in the form of electronic government or e-government. Previous studies show that the benefits brought about by e-government adoption include increased convenience for citizens in areas such as filing tax returns, increased transparency on government activities and greater access to government information. Nevertheless, governments face great challenges to make their investments in the web more successful. This paper examines two factors that influence e-government success, viz, service quality dimensions in the online environment; and citizens’ attitudes towards e-government and their expectations in respect of government responsibilities in facilitating access and adoption thereof. Based on a literature review, six service quality items fundamental to the success of e-government websites were identified and reported on in WWW 2008. This paper expands on the initial findings by providing an in-depth discussion of the service quality dimensions which were identified in the previous paper. In addition, this paper also reports on citizens’ expectations and attitudes in relation to the accessibility and adoption of e-government services, and government efforts to make accessibility and adoption achievable. The paper concludes that without also integrating strategies to facilitate access to and adoption of e-government services for the majority of the citizens, then service quality in e-government would only benefit few citizens, thus rendering egovernment a tool for socio-economic divide.
Description: PROCEEDINGS OF THE 11th ANNUAL CONFERENCE ON WORLD WIDE WEB APPLICATIONS 2-4 September 2009 Port Elizabeth South Africa
URI: http://hdl.handle.net/11189/1446
ISBN: 978-0-620-45215-1
Appears in Collections:FID - Conference Papers

Files in This Item:
File Description SizeFormat 
Kaisara_G_Pather_S_FID_2009.pdfConference paper114.8 kBAdobe PDFView/Open
Show full item record

Page view(s)

15
Last Week
0
Last month
0
checked on Jul 17, 2018

Download(s)

5
checked on Jul 17, 2018

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.