An Analytic Hierarchy Process for the Evaluation of E-Government Service Quality

Abstract

This paper proposes a measurement model for evaluating e-government service quality, and generates quality indicators to assist practitioners in identifying the strong and weak points of service delivery. The statistical sample is based on questionnaires of citizens’ preferences for the evaluation of an ideal e-government site. To accurately evaluate the influence of criteria and sub-criteria on service quality the model applies the Analytic Hierarchy Process (AHP) a multi-criteria decision-making method. Finally, the authors apply their model to the evaluation of the six most popular Greek e-government sites. To test the possible existence of interrelationships among criteria, they also apply the Analytic Network Process (ANP) method and compare the results of the two methods. The results show that ‘Reliability’ is the most important quality criterion, with ‘Citizen Support’, ‘Trust’, and ‘Efficiency’ following in importance. Furthermore, the case study revealed no interrelations between evaluation criteria of the model.