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The Construction of Service Quality Assessment System in G2B E-Government Market: A Case Study in China

In: Liss 2012

Author

Listed:
  • Xuan Wang

    (Harbin Institute of Technology)

  • Zirui Men

    (Skycloud Co., Ltd)

  • Hong Ge

    (Harbin Institute of Technology)

  • Yuqiang Feng

    (Harbin Institute of Technology)

Abstract

Taking the Chinese G2B E-Government market as the angle of view, in order to help governmence manage service behavior better and improve service quality, paper constructs the e-service quality assessment system through using case study of the tax control system in a province of China. Based on the actual service modeling, the G2B E-Government on-line service quality assessment system contains six factors, which affect the result from web site design, website content, website performance and interaction four aspects. This system becomes a framework of e-service quality assessment based on previous research and deriving from practice, which is more realistic adjusting to the characteristic of Chinese G2B e-government market.

Suggested Citation

  • Xuan Wang & Zirui Men & Hong Ge & Yuqiang Feng, 2013. "The Construction of Service Quality Assessment System in G2B E-Government Market: A Case Study in China," Springer Books, in: Zhenji Zhang & Runtong Zhang & Juliang Zhang (ed.), Liss 2012, edition 127, pages 717-722, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-32054-5_100
    DOI: 10.1007/978-3-642-32054-5_100
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