Digital government for e-government service quality: a literature review

Abstract

This investigation aims to synthesize related work in the field of e-Government service quality. The method is based on a qualitative approach in two steps: 1) Identification of related articles on e-Government service quality and 2) Content analysis of these articles. The findings show an integrative view of 48 articles, classified in 28 investigations, which propose competitive models to assess e-Government service quality as a final dependent variable composed of different independent variables. The relevance of this work relies on an integrative view of these models that hardly existed before in the literature