eGovemment service quality measurement scales: A literature review

This paper aims to investigate the service quality dimensions that were discussed by previous literature at Government To Citizens - G2C. Service quality is essential nowadays, which enable organizations to understand users' expectations of services. Using the literature review methodology, the researchers were able to identify the fundamental dimensions that are common among most of the studies at e-government service quality, such as information quality, interaction quality, efficiency quality, reliability quality, transaction transparency, privacy, and security.