SERVQUAL as a Socio-Technical Approach to Measuring e-Government Service Quality and Guiding e-Governance Strategies

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dc.citation.doihttps://doi.org/10.23962/10539/19710
dc.contributor.authorTwinomurinzi, Hossana
dc.contributor.authorZwane, Mphikeleli Gabriel
dc.contributor.authorDebusho, Legesse Kassa
dc.date.accessioned2016-02-23T12:26:36Z
dc.date.available2016-02-23T12:26:36Z
dc.date.issued2012-12-15
dc.description.abstracte-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 sociotechnical tool to collect data to inform e-governance strategies in African countries which share the same social context as South Africa.
dc.identifier.citationTwinomurinzi, H., Zwane, M.G., & Debusho, L.K. (2012). SERVQUAL as a socio-technical approach to measuring e-government service quality and guiding e-governance strategies. The African Journal of Information and Communication (AJIC), 12, 84-108. https://doi.org/10.23962/10539/19710en_ZA
dc.identifier.issnISSN 2077-7213 (online version)
dc.identifier.issnISSN 2077-7205 (print version)
dc.identifier.urihttp://hdl.handle.net/10539/19710
dc.identifier.urihttps://doi.org/10.23962/10539/19710
dc.language.isoenen_ZA
dc.orcid.idTwinomurinzi: https://orcid.org/0000-0002-9811-3358 Debusho: https://orcid.org/0000-0002-0128-3116
dc.publisherLINK Centre, University of the Witwatersrand (Wits), Johannesburgen_ZA
dc.subjecte-government service quality, e-governance strategies, measurement, socio-technical approach
dc.titleSERVQUAL as a Socio-Technical Approach to Measuring e-Government Service Quality and Guiding e-Governance Strategiesen_ZA
dc.typeArticleen_ZA
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AJIC Issue 12, 2012