The purpose of this study is to develop scales that can be used to evaluate
the performance of electronic government services by identifying the dimensions
of service quality through empirical analysis and verifying the effect of citizen
satisfaction on service quality in electronic government.
The study reviews literature related to e-service quality, CRM and its
characteristics, domestic and foreign electronization cases of government
services, scales measuring the performance of electronic government services; select the twelve dimensions of e-government service quality; develop a
theoretical model to verify the effect of each dimension of e-goverment service
on the individual citizen’s efficiency and satisfaction; sample and survey Korean
citizens who have experienced electronic government services; confirms the
effect of that by exploratory factor analysis and regression.
The analysis shows that service quality of e-government significantly affect
citizen satisfaction. This study introduces e-government service quality to
literature, confirms quality dimension as part of e-government service through
empirical analysis, and finds that e-government service quality has a significant
effect on citizen satisfaction with electronic government services.