E-Government service evaluation : a multiple-item scale for assessing information quality

A considerable aspect in improving e-government services is the development of e-services that satisfy citizen needs in a more efficient way. In order to provide high quality service adequate service quality assessment models should be constructed. This article is aimed to propose a methodology for developing holistic service quality assessment tools with special emphasis on online information. Consequently, a methodological proposal is constructed (e- InfoQual) and it is tested in 5 participant local administrations part of a complex IT project, generating service innovation ultimately aiming to bring value for citizens. It usefullness is argued for the two main communities involved, namely researchers and practitioners.