Electronic governance service quality: a study in the state of Odisha. (2015)

• Record Type: Journal Article
• Authors: Patra, Prasant Kumar; Ray, Arun Kumar; Padhy, Ramakrushna; Patnaik, Srikanta
• Is Part Of: International journal of services technology and management. Volume 21:Number 4-6(2015)
• Page Start: 238
• Page End: 251
• Publication Date: 2015
• Subjects: e-governance -- electronic governance -- service quality -- citizen satisfaction -- construction planning -- buildings construction -- tangibility; Service industries -- Management -- Periodicals; Service industries -- Technological innovations -- Periodicals; 658.005
• Languages: English
• ISSNs: 1460-6720

Abstract

The purpose of this paper is to get a better idea about the quality of service delivered by IT enabled governance. A questionnaire has been administered with various stakeholders associated with planning and construction of buildings. The findings of this study suggest that among the five dimensions of service quality, tangibility received a positive gap. This in turn implies that citizens are satisfied by the physical facilities and environment of the office but suggest many potentials for improvement.