Exploring critical dimensions for measuring service quality in government to employee. (27th November 2020)

• Record Type: Journal Article
• Authors: Janita, Mª Soledad; Miranda, F. Javier
• Is Part Of: Electronic government. Volume 17:Number 1(2021)
• Page Start: 75
• Page End: 95
• Publication Date: 2020-11-27
• Subjects: e-government -- university service portals -- B2E -- e-service -- service quality; Internet in public administration -- Periodicals; 352.380285467805
• Languages: English
• ISSNs: 1740-7494

Abstract

The main objective of this article is to identify the dimensions or characteristics that a university service portal must have if it is to be considered by its employees as high quality. To achieve this objective, a qualitative study was carried out using the Delphi method and there was a subsequent quantitative study among academics from different Spanish universities. The four dimensions identified in our study confirm that e-service quality, in the Spanish university context, is a multidimensional construct. We are aware that universities have limited resources, so the managers of these service portals must pay special attention to those dimensions that are most important to users.