The Construction of Service Quality Assessment System in G2B E-Government Market: A Case Study in China

Xuan Wang (matty926@126.com), Zirui Men (menzr@chinaskycloud.com), Hong Ge (hge@hit.edu.cn) and Yuqiang Feng (fengyq@hit.edu.cn)
Additional contact information
Xuan Wang: Harbin Institute of Technology
Zirui Men: Skycloud Co., Ltd
Hong Ge: Harbin Institute of Technology
Yuqiang Feng: Harbin Institute of Technology

A chapter in LISS 2012, 2013, pp 717-722 from Springer

Abstract: Abstract Taking the Chinese G2B E-Government market as the angle of view, in order to help governmence manage service behavior better and improve service quality, paper constructs the e-service quality assessment system through using case study of the tax control system in a province of China. Based on the actual service modeling, the G2B E-Government on-line service quality assessment system contains six factors, which affect the result from web site design, website content, website performance and interaction four aspects. This system becomes a framework of e-service quality assessment based on previous research and deriving from practice, which is more realistic adjusting to the characteristic of Chinese G2B e-government market.

Keywords: Service quality assessment; G2B e-government; E-service quality (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-32054-5_100

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DOI: 10.1007/978-3-642-32054-5_100

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