• Service Quality of Taiwan’s e-Government Portal: From the Prospective of Service Divide

Abstract

The Taiwan government strives to deliver better information services and resources to its citizens. In 2002 the government implemented an e-Government portal to encourage citizens to interact directly with government agencies. However, persuading citizens to use this portal is challenging. The current research addresses this challenge and examines the quality divide cause by the cognitive difference between users and administrators of the e-Government portal. Portal users and administrators were surveyed to evaluate the quality of service provided through the e-Government portals. The investigation instrument was based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry. The research findings indicate that a user’s intention of reuse of an e-Government portal is highly associated with the portal’s service quality factors. The findings also identify the major cognitive differences between users and administrators of an e-Government portal resulting in a low usage rate of an e-Government portal. Suggestions for application by government officials and practitioners are discussed.

Keywords: e-Government, Service Quality, Government e Portal