Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 31231
A Comparative Analysis of E-Government Quality Models

Authors: Abdoullah Fath-Allah, Laila Cheikhi, Rafa E. Al-Qutaish, Ali Idri


Many quality models have been used to measure egovernment portals quality. However, the absence of an international consensus for e-government portals quality models results in many differences in terms of quality attributes and measures. The aim of this paper is to compare and analyze the existing e-government quality models proposed in literature (those that are based on ISO standards and those that are not) in order to propose guidelines to build a good and useful e-government portals quality model. Our findings show that, there is no e-government portal quality model based on the new international standard ISO 25010. Besides that, the quality models are not based on a best practice model to allow agencies to both; measure e-government portals quality and identify missing best practices for those portals.

Keywords: e-Government, Quality Model, standard, best practices, portal, ISO, ISO 25010, ISO 9126

Digital Object Identifier (DOI):

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3193


[1] ISO, “ISO/IEC 9126-1: Software Engineering-Product Quality-Part 1: Quality Model,” Geneva Switz. Int. Organ. Stand., 2001.
[2] ISO, “ISO/IEC 25010: 2011: Systems and software engineering– Systems and software Quality Requirements and Evaluation (SQuaRE)– System and software quality models,” Int. Organ. Stand., 2011.
[3] G. Quirchmayr, S. Funilkul, and W. Chutimaskul, “A Quality Model of e-Government Services Based on the ISO/IEC 9126 Standard,” in Proceedings of International Legal Informatics Symposium (IRIS). Salzburg, Austria, 2007, pp. 45–53.
[4] M. Ulman, V. Vostrovskỳ, and J. Tyrychtr, “Agricultural EGovernment: Design of Quality Evaluation Method Based on ISO SQuaRE quality Model,” AGRIS -Line Pap. Econ. Inform., vol. 5, no. 4, 2013.
[5] X. Papadomichelaki and G. Mentzas, “A multiple-item scale for assessing e-government service quality,” in Electronic Government, Springer, 2009, pp. 163–175.
[6] X. Papadomichelaki and G. Mentzas, “e-GovQual: A multiple-item scale for assessing e-government service quality,” Gov. Inf. Q., vol. 29, no. 1, pp. 98–109, 2012.
[7] G. Kaisara and S. Pather, “The e-Government evaluation challenge: A South African Batho Pele-aligned service quality approach,” Gov. Inf. Q., vol. 28, no. 2, pp. 211–221, 2011.
[8] D. Bhattacharya, U. Gulla, and M. P. Gupta, “E-service quality model for Indian government portals: citizens’ perspective,” J. Enterp. Inf. Manag., vol. 25, no. 3, pp. 246–271, 2012.
[9] W. Chutimaskul, S. Funilkul, and V. Chongsuphajaisiddhi, “The quality framework of e-government development,” in Proceedings of the 2nd international conference on Theory and practice of electronic governance, 2008, pp. 105–109.
[10] R. Osama, H. Thair, H. Osama, A.-S. Bashar, O. Ruba, and N. Sahem, “Towards Developing Successful E-Government Websites,” J. Softw. Eng. Appl., vol. 6, p. 559, 2013.
[11] S. Elling, L. Lentz, M. de Jong, and H. van den Bergh, “Measuring the quality of governmental websites in a controlled versus an online setting with the ‘Website Evaluation Questionnaire,’” Gov. Inf. Q., vol. 29, no. 3, pp. 383–393, 2012.
[12] A. Henriksson, Y. Yi, B. Frost, and M. Middleton, “Evaluation instrument for e-government websites,” Electron. Gov. Int. J., vol. 4, no. 2, pp. 204–226, 2007.
[13] N. M. Hien, “A Study on Evaluation of E-Government Service Quality,” 2014.
[14] A. Fath-Allah, L. Cheikhi, R. AL-Qutaish, and A. Idri, “E-Government Portals Best Practices: A Comprehensive Survey,” Electronic Government, an International Journal, 2014.