e-Government Quality of Service: the Role of Citizens

Quality of Service assessment is a complex and a fundamental task in e-government. In such domain citizens their experiences and contexts are critical aspects to assess carefully quality. In particular, citizens’ socio-democratic characteristics, cultural levels and government aware impact on the assessment with different weights. In this article we report on early and preliminary results from citizens based quality investigation. It is a part of a more general research on e-government quality where we focus on a suitable assessment methodology. We discuss an approach based on two questionnaires. The first one validates the goodness of our quality model and the second one supports the measurement of subjective quality parameters. The approach impacts on the first and second phases of our methodology. Results support future integration in a quality driven e-government services development where services adaptation plays a fundamental role.