— Service quality and customer satisfaction are recognized as critical for reinventing the public sector. The sources of quality in public services differ from those in private services. Review of literature however shows usage of the same model for assessing quality for both, namely SERVQUAL. This needs to be critically evaluated and a more relevant framework for assessing quality of public services, particularly those delivered using electronic methods needs to be developed. The goal of this study is to suggest a grounded model of public service quality that could provide researchers and practitioners with a foundation for a more systematic investigation and implementation.
— E-business, e-delivery of services, public services, service quality.
Y. Malini Reddy is with the Administrative Staff College of India, Hyderabad, India (e-mail: firstname.lastname@example.org, email@example.com). Sanjay Juju is with the Information Technology, Electronics & Communications Department, Government of Andhra Pradesh (e-mail: firstname.lastname@example.org ).
Cite: Y. M. Reddy and Sanjay Jaju, " Assessing the Quality of e-Enabled Delivery of Public Services: A Case Study of Meeseva," Journal of Economics, Business and Management vol. 3, no. 10, pp. 984-989, 2015.