Measuring the service quality of governmental sites: Development and validation of the e-Government service quality (EGSQUAL) scale
作者：
Highlights：
• Reports the development of the Electronic Government Service Quality EGSQUAL scale.
• The 21 items, multidimensional scale was established using academics and experts input.
• Validated on two samples involving 545 and 1015 Canadian citizens.
• Nomological validity shown in a follow-up study using the usa.gov and ny.gov sites.
• Quality captured by seven latent factors including quality of assistance and website functionality.
摘要
•Reports the development of the Electronic Government Service Quality EGSQUAL scale.•The 21 items, multidimensional scale was established using academics and experts input.•Validated on two samples involving 545 and 1015 Canadian citizens.•Nomological validity shown in a follow-up study using the usa.gov and ny.gov sites.•Quality captured by seven latent factors including quality of assistance and website functionality.
论文关键词：Electronic government,Service quality,Scale development,Government,Website
论文评审过程：Received 17 November 2021, Revised 16 June 2022, Accepted 27 July 2022, Available online 2 August 2022, Version of Record 9 August 2022.
论文官网地址：https://doi.org/10.1016/j.elerap.2022.101182
