Quality assessment of service bundles for governmental one-stop portals : a literature review

Kohlborn, Thomas (2014) Quality assessment of service bundles for governmental one-stop portals : a literature review. Government Information Quarterly, 31(2), pp. 221-228.

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Abstract

Service bundles, in the context of e-government, are used to group services together that relate to a certain citizen need. These bundles can then be presented on a governmental one-stop portal to structure the available service offerings according to citizen expectations. In order to ensure that citizens utilise the one-stop portal and comprised service bundles for future transactions, the quality of these service bundles needs to be managed and maximised accordingly. Consequently, models and tools that focus on assessing service bundle quality play an important role, when it comes to increasing or retaining usage behaviour of citizens. This study focuses on providing a rigorous and structured literature review of e-government outlets with regards to their coverage of service bundle quality and e-service quality themes. The study contributes to academia and practice by providing a framework that allows structuring and classifying existing studies relevant for the assessment of quality for government portals. Furthermore, this study provides insights into the status quo of quality models that can be used by governments to assess the quality of their service bundles. Directions for future research and limitations of the present study are provided as well.

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ID Code: 63067
Item Type: Journal Article
Refereed: Yes
Keywords: Service bundles, One-Stop Portals, Literature Review, E-Government, Quality assessment
DOI: 10.1016/j.giq.2013.10.006
ISSN: 0740-624X
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Institutes > Institute for Future Environments
Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2013 Elsevier
Copyright Statement: This is the author’s version of a work that was accepted for publication in Government Information Quarterly. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Government Information Quarterly, [VOL 31, ISSUE 2, 2014] DOI: 10.1016/j.giq.2013.10.006
Deposited On: 03 Oct 2013 01:45
Last Modified: 21 Jul 2015 07:01

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