CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality

Regina Connolly

Abstract

The emergence of the concept of e-government in the 1990s, the use of information and communications technology in the public sector turned from being inward looking and administration-focused to outward looking and service-focused. One aspect of this has been on-line tax filing which in Ireland takes the form of the Revenue Online Service (ROS). The purpose of this paper is to outline a research project that is currently being undertaken with the Irish Revenue Commissioners to evaluate the quality of ROS and the relationship between these e-service quality dimensions and citizen trust in the Revenue Commissioners. It describes the application of a newly developed website service quality measurement instrument in the unique context of electronic government. It is anticipated that the findings from this study will provide insight regarding the dimensions of website service quality that are most valued by users of ROS and also identify the dimensions of e-service quality that engender, or in their absence inhibit, citizen trust in this service. The application of this recently operationalised website service quality instrument will also provide evidence regarding the degree to which it is culture independent.

References

  1. Accenture, Leadership in Customer Service: New Expectations, New Experiences, 2005. Retrieved 15/06/2006 from http://www.accenture.com/xdoc/ca/locations/canada/in sights/studies/leadership_cust.pdf
  2. Accenture, 2006. e-Government Leadership: Building the Trust, Accenture, Dublin
  3. Asubonteng, P., McCleary, K.J., Swan, J., 1996. Servqual Revisited: A Critical Review of Service Quality, Journal of Services Marketing, 10 (6) 62-81.
  4. Babakus, E., Boller, G.W., 1992. An Empirical Assessment of the SERVQUAL Scale", Journal of Business Research, 24 (3), 253-68.
  5. Barnes, S. J. and Vidgen, R.T., 2002. An Integrative Approach to the Assessment of E-Commerce Quality, Journal of Electronic Commerce Research, 3 (3) 114 - 27.
  6. Cai, S. and Jun, M., 2003. Internet Users' Perceptions of Online Service Quality: A Comparison of Online Buyers and Information Searchers. Managing Service Quality, 13 (6), 504 - 519.
  7. CapGemini (2005) On-line Availability of Public Services: How is Europe Progressing? Retrieved 15/06/2006 from
  8. http://europa.eu.int/information_society/eeurope/2005/doc /highlights/whats_new/capgemini4.pdf
  9. CapGemini, 2006. Online Availability of Public Services How is Europe Progressing? Web-based Survey on Electronic Public Services. Report of the Sixth Measurement, e-Europe. Retrieved 11/010/2006 from:
  10. http://ec.europa.eu/information_Society/soccul/egov/_ben chmarking_2005.pdf
  11. Cox, J., and Dale, B.G., 2001. Service Quality and eCommerce: An Exploratory Analysis, Managing Service Quality, 1 (2), -131
  12. Cronin, J.J., Taylor, S.A., 1994. SERVPERF versus SERVQUAL: Reconciling Performance-based and Perception-minus-expectations Measurement of Service Quality, Journal of Marketing, 58 (1), 125-31.
  13. Cronin, J., Taylor, S.A., 1992. Measuring Service Quality: A Reexamination and extension, Journal of Marketing, 56 (July), 55-68.
  14. Finn, D., Lamb, C., 1991. An Evaluation of the SERVQUAL Scale in a Retailing Setting, Advances in Consumer Research, 18, 483-90.
  15. Gaudin, S., 2003. Companies Failing at On-line Customer Service, Retrieved 02/04/2006 from http://itmanagement.earthweb.com/erp/article.php/158 8171
  16. Grönroos, C., 1983. Strategic Management and Marketing in the Service Sector, Marketing Science Institute, Cambridge, MA .
  17. IRS 2006 Retrieved 15/06/2006 from http://www.irs.gov/efile/article/0,,id=118508,00.html
  18. Information Society Commission. eGovernment Report, 2003. Retrieved 15/06/2006 from www.isc.ie
  19. Kim, M., Kim. J-H., and Lennon, S.J., 2006. Online Service Attributes Available On Apparel Retail Websites: An E-S-Qual approach. Managing Service Quality, 16 (1), 51-57.
  20. Lehtinen, J.R and Lehtinen, U., 1982. Service Quality: A Study of Quality Dimensions", Unpublished working paper, Service Management Institute, Helsinki.
  21. Lennon, R. and Harris, J., 2002. Customer Service on the Web: A Cross-Industry Investigation, Journal of Targeting, Measurement and Analysis for Marketing, 10 (4) 325 - 328.
  22. Li, Y., Tan, K., and Xie, M., 2003. Factor Analysis of Service Quality Dimension Shifts in the Information Age. Managerial Auditing Journal, 18:4, 297-302
  23. Loiacono, E, Watson, R.T., Goodhue, D., 2000. WebQual: A Web Site Quality Instrument, Working paper, Worcester Polytechnic Institute.
  24. Long, M., and McMellon, C., 2004. Exploring the Determinants of Retail Service Quality on the Internet. Journal of Service Marketing, 18:1, 78-90
  25. Parasuraman, A., Zeithaml, V.A., and Malhotra, A., 2005. E-S-Qual: A Multiple Item Scale for Measuring Electronic Service Quality, Journal of Service Research, 7, (3), 213 - 233.
  26. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. SERVQUAL: A Multiple Item Scale for Measuring Customer Perceptions of Service Quality, Journal of Retailing, 64 (1), 12-40.
  27. Parasuraman, A., Zeithaml, V.A., Berry, L., 1985. A Conceptual Model of Service Quality and its Implications for Future Research, Journal of Marketing, 49 (Fall), 41-50.
  28. Paulin, M and Perrien, J., 1996. Measurement of Service Quality: The Effect of Contextuality, in Kunst and Lemminck (eds.) Managing Service Quality, London, Chapman.
  29. Pye. R., 1992. An Overview of Civil Service Computerisation 1960-1990, Economic and Social Research Institute, Dublin.
  30. Revenue Commissioners, 2005. Annual Report 2004. Retrieved 15/06/2006 from
  31. http://www.revenue.ie/annualreport/annualreport_2004/en/ anrep_04.pdf
  32. Revenue Commissioners, 2001. Annual Report 2000. Retrieved 15/06/2006 from
  33. http://www.revenue.ie/annualreport/annualreport_2000/anr ep_00.pdf
  34. Santos, J., 2003. E-Service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality, 13 (3), 233-246.
  35. Swartz, T.A., Brown, S.W., 1989. Consumer and Provider Expectations and Experience in Evaluating Professional Service Quality, Journal of the Academy of Marketing Science, 17, 189-95.
  36. Szymanski, D. M and Hise, R. T., 2000. e-Satisfaction: An Initial Examination, Journal of Retailing, 76 (3), 309 - 22.
  37. Teas, K.R., 1993. Consumer Expectations and the Measurement of Perceived Service Quality", Journal of Professional Services Marketing, 8 (2), 33-53.
  38. Trabold, L.M., Heim, G.R. and Field, J.M., 2006. Comparing e-Service Performance across Industry Sectors: Drivers of Overall Satisfaction in Online Retailing. International Journal of Retail and Distribution Management, 34 (4), 240-257.
  39. UNPAN, 2005. Global E-government Readiness Report 2005: From E-government to E-inclusion, United Nations. Retrieved 11/010/06 from http://unpan1.un.org/intradoc/groups/public/document s/un/unpan021888.pdf
  40. Van Iwaarden, J., Van der Wiele, T., Ball, L., Millen, R., 2004. Perceptions about the Quality of Websites: A survey amongst students in Northeastern University and Erasmus University”, Information and Management, 41 (8), 947 - 959.
  41. Wolfinbarger, M. and Gilly, M.C., 2003. eTailQ: Dimensionalizing, Measuring, and Predicting Retail Quality, Journal of Retailing, 79 (3) 183 - 98.
  42. Woodside, A.G., Frey, L.L., Daly, R.T., 1989. Linking Service Quality, Customer Satisfaction, and Behavioral Intention, Journal of Health Care Marketing, 9 (4), 5-17.
  43. Yoo, B. and Donthu, N., 2001. Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal), Quarterly Journal of Electronic Commerce, 2 (1) 31 - 46.
  44. Zeithaml, V.A., 2002. Service Excellence in Electronic Channels. Managing Service Quality, 12 (3), 135-139.
Download


Paper Citation


in Harvard Style

Connolly R. (2007). CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality . In Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST, ISBN 978-972-8865-79-5, pages 66-71. DOI: 10.5220/0001262600660071


in Bibtex Style

@conference{webist07,
author={Regina Connolly},
title={CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality},
booktitle={Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST,},
year={2007},
pages={66-71},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001262600660071},
isbn={978-972-8865-79-5},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST,
TI - CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality
SN - 978-972-8865-79-5
AU - Connolly R.
PY - 2007
SP - 66
EP - 71
DO - 10.5220/0001262600660071