What determines the quality of e-government services in the uae? Presenting a framework

Ananth Chiravuri, Mohamed Abdul Rahman Al Ahmed

    Research output: Chapter in Book/Report/Conference proceedingConference contribution

    2 Citations (Scopus)

    Abstract

    The rapid and increasingly universal acceptance of online transactions has resulted in governments providing an increasingly wide range of online services to the general public. The successful experience of launching e-government portals and services, including transactional ones, in the industrialised countries has led to the United Arab Emirates (UAE) to adopt similar such models for a wide array of public service entities. Although there is now a considerable literature on the various aspects of the efficiency, effectiveness and customer satisfaction with regard to e-government services, the majority of the associated analytical frameworks and models were not designed within the sociocultural context of the Arabian Gulf and its business environment. The purpose of this study is therefore to identify and present a framework on the quality determinants of the e-services which are currently provided by the UAE's Ministry of Interior (MOI) to the public. As these services are already in place, it will focus in particular on a theoretical model and the mechanisms by which these services can be adapted and enhanced.

    Original languageEnglish
    Title of host publicationPacific Asia Conference on Information Systems, PACIS 2016 - Proceedings
    PublisherPacific Asia Conference on Information Systems
    ISBN (Electronic)9789860491029
    Publication statusPublished - 2016
    Event20th Pacific Asia Conference on Information Systems, PACIS 2016 - Chiayi, Taiwan, Province of China
    Duration: Jun 27 2016Jul 1 2016

    Other

    Other20th Pacific Asia Conference on Information Systems, PACIS 2016
    Country/TerritoryTaiwan, Province of China
    CityChiayi
    Period6/27/167/1/16

    Keywords

    • E-government service quality
    • E-services
    • Framework

    ASJC Scopus subject areas

    • Information Systems

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