Measuring the Quality and Performance of E-Government Services

Abstract

E-government plays a pivotal role in modernizing public administration by enhancing the efficiency, transparency, and overall quality of public services. In this context, evaluating the quality of e-government services is crucial for gauging user satisfaction and informing policies aimed at digital transformation. This study focuses on examining the key dimensions of e-government service quality, including accessibility, reliability, information security, interoperability, and citizen-centric design. The research methodology combines a review of specialized literature, an analysis of relevant regulatory frameworks, and a comparative assessment of selected e-government platforms. Findings reveal that service quality is strongly shaped by institutional capabilities, the digital literacy of users, and the extent of integration across public information systems. The study concludes by highlighting the importance of a comprehensive, user-focused approach to foster continuous improvement in e-services and to strengthen public trust in governmental institutions.

Keywords: e-government, service quality, public administration, digital transformation, accessibility