Title: Exploring critical dimensions for measuring service quality in government to employee

Authors: Mª Soledad Janita; F. Javier Miranda

Addresses: Department of Business Management and Sociology, Faculty of Economic and Business Sciences, University of Extremadura, Avda. De Elvas s/n, 06006, Badajoz, Spain ' Department of Business Management and Sociology, Faculty of Economic and Business Sciences, University of Extremadura, Avda. De Elvas s/n, 06006, Badajoz, Spain

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.

Keywords: e-government; university service portals; B2E; e-service; service quality.

DOI: 10.1504/EG.2021.112936

Electronic Government, an International Journal, 2021 Vol.17 No.1, pp.75 - 95

Received: 21 Sep 2018
Accepted: 03 Dec 2019
Published online: 10 Feb 2021 *

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