Towards quality e‐service in the public sector:: The evolution of web sites in the local public service sector

Purpose – To define and test an approach for the evaluation of the quality of e‐service provided in the LPS sector.Design/methodology/approach – The study hypothesises a correlation among e‐service content quality, technological complexity of web sites, and the application of criteria for assessing efficiency, effectiveness, and transparency through organisational re‐engineering induced by e‐service. A model for describing the e‐service quality in the local public service sector is then defined.Findings – Provides a methodology for measuring the quality of e‐service in terms of functional quality. It is based on the relationship between benefits for customers and web site technological complexity, assumed to be represented by the level of organisational changes adopted by firms.Research limitations/implications – It is necessary to analyse organisational changes actually applied. It would be important to discuss in detail the relevant dimensions of e‐service quality in the public sector.Practical implicat...

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