Abstract:
Electronic Government (e-Government) defines as a way for Government to use the
most innovative information and communication technology, particularly web-based
applications, to provide citizens and businesses with more convenient access to
Government information and service and to provide greater opportunities to participate
in democratic instructions and processes. In the current world climate, in which the
lives of people have become ever more interconnected, governments have been using
the power of information and communications technologies (ICT) for delivering
sustainable social and economic services to their citizens.
The Government of Sri Lanka (GOSL) in 2005, launched the e-Sri Lanka Development
Project (e-government policy, 2010) and the Information and Communication
Technology Agency (ICTA) was established in July 2003 to implement the e-Sri Lanka
Roadmap. As a huge amount of financial, physical, and human resources deployed in
this e-Sri Lanka project it is very much essential to study or measure the quality of services delivery in Sri Lanka. This research intends to study on service quality of eGovernment applications in the Eastern province of Sri Lanka.
To accomplish the objectives of this research a specific methodology has been
practiced. Relevant theories are derived from various sources and different models also
analyzed. Primary data collected through the issuance of a questionnaire among 300
respondents considered as the sample size for this study and secondary data derived from
publications. To carry out this research a preliminary investigation on customer
perception on e-Government services also conducted by the researcher: Quantitative
and qualitative data were studied and used for this analysis.
The study reveals that the Web site design, Reliability, Responsiveness,
Personalization, Information, Easiness, Security, Participation of the citizen and
Transparency is critical dimensions to study the service quality of the e-government
services. Further results indicated that respondents’ perceived service quality level of government service as low and moderate level. In addition to that, this study proves a
a strong positive significant relationship between the overall level of service quality of government services and e-Government effectiveness on e-government services in
