External And Internal Factors Influencing E-Service Quality: Examining The Factors Affecting E-Service Quality Of Indian Government’s Online Initiatives

Abstract

An electronic service, also known as e-service, is a process for delivering services electronically. E-services offer businesses the opportunity to create innovative service design strategies and new services through the use of e-services. Online service quality (eSQ) is increasingly recognized as a determinant of long-term retention and a key competitive advantage. Literature concerning factors influencing the adoption of e-government services in a country like India is lacking. There are few studies investigating the stand-alone external and internal factors that influence the quality of e-Services offered by Indian government agencies. The study results will provide insight to government officials who are responsible for e-government implementation in similar circumstances and, as a result, contribute to the success of e-government implementation.