SIMPLE QUALITY EVALUATION FRAMEWORK OF E-GOVERNMENT SERVICES

摘要

Quality of Services (QoS) is an issue of utmost importance in context of user satisfaction in delivery of electronic services. This paper proposes a simple, mathematical, dynamic QoS evaluation framework to measure quality of e-services provided by government with respect to a certain set of parameters applicable to all the singular e-services offered through independent Web servers to its users or citizens. Since the parameters with reference to e-government services are multi-dimensional in addition to being dynamic, there is no universally accepted standardized metrics available for QoS evaluation in this domain. This paper proposes a theoretical, mathematical framework as an effort towards that direction with added purpose of being able to receive customer feedback on QoS perceived by them.