Upsurging of Quality: Antencendent Framework for EServices Quality Measurement

Abstract

Amidst the rapid development of information technology and communication, there is a demand for fast and reliable information that results in increasingly competitive competition. To the extent of carrying out and fulfillment of public policy and governmental output, public e-services are essential. In return, public e-service becomes a matter of obtaining access, not only to the IT artifact or the service process but also to governments and governmental output in general. The main goal of this study is intended to design an initial framework for measuring the quality of e-services services. The results of the research conducted produced an initial framework for measuring the service quality of e-services. The initial framework resulting from the stages of this study consists of five main aspects: security and trust, quality of service, information quality, system quality, system support. Twenty-two factors are obtained from the results of a literature review. This study is a part of our research in designing the e-Service quality framework. Hopefully, this research can add knowledge within the field of measuring e-Services service quality and collude with other existing frameworks to enhance the quality of e-services evaluations.