1887

oa The African Journal of Information and Communication - SERVQUAL as a socio-technical approach to measuring e-government service quality and guiding e-governance strategies : Section I : Themes and approaches to inform e-strategies

Volume 2012, Issue 12
  • ISSN : 2077-7205
  • E-ISSN: 2077-7213

 

Abstract

e-Government services and e-governance have been embraced in many African countries. Nonetheless, measuring the value of e-government remains a challenge. Key to a successful evaluation of progress towards e-governance is the contextual approach, in which ICT is embedded as part of a holistic solution to governance. When carried through without considering the complementary influences of society on ICT and of ICT on society, e-government services can lead to little added value, or even to an exacerbation of societal problems and lack of progress towards e-governance. Although much has been written on e-governance in Africa, few authors have extended the discussion to measuring quality of service and lack of progress towards e-governance. In South Africa, the Batho Pele (People First) policy of service quality is the contextual approach within which e-governance is embedded, because of its good governance attributes. This article relates Batho Pele to SERVQUAL, a framework widely used to measure customer service quality in the retail sector, and adapts the framework for measuring service quality in community e-government service centres, known as Thusong Service Centres (TSC). The analysis, using Structural Equation Modeling (SEM), is consistent with what is known: service quality in TSCs is low and requires regular measurement and evaluation to inform future quality improvements. The article argues that an adapted SERVQUAL instrument, taking into account Batho Pele principles and situational context, can be used as a guide to innovation in e-government service delivery. It is an appropriate socio-technical tool to collect data to inform e-governance strategies in African countries which share the same social context as South Africa.

Loading full text...

Full text loading...

Loading

Article metrics loading...

/content/afjic/2012/12/EJC134067
2012-01-01
2020-12-04

This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error