oru.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Improving qualities of e‐government services in Rwanda: A service provider perspective
Örebro University, Örebro University School of Business. School of ICT, College of Science and Technology, University of Rwanda, Kigali, Rwanda. (Centre for Empirical Research on Information Systems (CERIS))ORCID iD: 0000-0002-2273-5716
Örebro University, Örebro University School of Business. (Centre for Empirical Research on Information Systems (CERIS))ORCID iD: 0000-0002-3713-346X
Örebro University, Örebro University School of Business. (Centre for Empirical Research on Information Systems (CERIS))ORCID iD: 0000-0002-7907-6037
2019 (English)In: Electronic Journal of Information Systems in Developing Countries, ISSN 1681-4835, E-ISSN 1681-4835Article in journal (Refereed) Epub ahead of print
Abstract [en]

E‐government implementation is growing worldwide. In the context of developed countries, as well as some developing ones, research provides tools to evaluate e‐government services and reflect on e‐government performance. However, in the least developed countries (LDCs), where the preconditions are in many ways more challenging, little is known about those services. While information technology can be imported, social, organizational, and infrastructural arrangements conducive to high‐quality service delivery must be developed locally. In contributing to understanding the challenges as well as opportunities involved, this paper explores the qualities of e‐government services in Rwanda, an East African LDC. The investigation focuses on service providers' views of the qualities, as it is only through their understanding of the situation that service quality can be improved. This is a qualitative study based on interviews with employees of government organizations and document analysis. We identify and discuss 28 e‐government service quality factors, which are grouped into nine quality dimensions—accessibility, availability, awareness, responsiveness, information quality, information security, ease of use, support, and cost. This research contributes to raising awareness about the qualities of e‐government services in Rwanda in particular but may also have relevance for other LDCs.

Place, publisher, year, edition, pages
John Wiley & Sons, 2019.
Keywords [en]
East Africa, e‐government service quality, evaluation, least developed country, Rwanda, service provider
National Category
Information Systems
Research subject
Informatics
Identifiers
URN: urn:nbn:se:oru:diva-73680DOI: 10.1002/isd2.12089OAI: oai:DiVA.org:oru-73680DiVA, id: diva2:1304684
Available from: 2019-04-12 Created: 2019-04-12 Last updated: 2019-04-15Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full text

Authority records BETA

Mukamurenzi, SolangeGrönlund, ÅkeIslam, M. Sirajul

Search in DiVA

By author/editor
Mukamurenzi, SolangeGrönlund, ÅkeIslam, M. Sirajul
By organisation
Örebro University School of Business
In the same journal
Electronic Journal of Information Systems in Developing Countries
Information Systems

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 62 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf