Please use this identifier to cite or link to this item:
Title: The e-Government evaluation challenge: a South African Batho Pele-aligned service quality approach
Authors: Kaisara, Godwin 
Pather, Shaun 
Keywords: ICT;Website evaluation;Internet;Service quality;Information Systems;e-Government;Batho Pele;South Africa
Issue Date: 2008
Publisher: Elsevier
Source: Kaisara, G. & Pather, S. (2008). The e-Government evaluation challenge: a South African Batho Pele-aligned service quality approach. Government Information Quarterly, 28(2): 211–221
Abstract: Over the past decade, governments have embarked on major Information and Communication Technology (ICT) investments in an attempt to take advantage of the benefits of the internet in extending the channels by which services are provided to their respective citizenries. With the increasing reliance on ICTs, one of the challenges facing public sector managers is how to evaluate the success or effectiveness of their ICT investments. Given the citizen-focused objectives of governments, service quality approaches offer a suitable frame for evaluating ICT effectiveness. This paper therefore extends current e-Service quality research into the e-Government domain. The paper reports on the development of a multi-item instrument for evaluating the e-Service quality constructs of an e-Government website in South Africa. The development of this instrument also takes into account the service delivery principles which have been adopted by the South African government viz. the Batho Pele program. The study shows that there are six service quality dimensions applicable in e-Government evaluation, viz. website design, navigation, communication, site aesthetics, information quality, and security. The generic instrument allows practitioners to modify and utilise it according to their needs.
ISSN: 0740-624X
Appears in Collections:FID - Journal Articles (DHET subsidised)

Files in This Item:
File Description SizeFormat 
Kaisara_Godwin_Pather_Shaun_FID_2008.pdfMain Article346.53 kBAdobe PDFView/Open
Show full item record

Page view(s)

Last Week
Last month
checked on Feb 9, 2021


checked on Feb 9, 2021

Google ScholarTM


This item is licensed under a Creative Commons License Creative Commons