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The rapid development of Information and Communication Technology (ICT) has encouraged various government agencies to adopt ICT to provide services from traditional to e-services. The potential of ICT is utilized in order to improve the quality of government services. This study aims to propose a model of service quality in the context of e-Government. E-Service quality model can be used to measure the level of quality of e-Government services based on the existing dimensions. Models of e-service quality are generated through search and screening processes and synthesis processes for all identified dimensions. The results show that there are 12 dimensions of e-service quality model consisting of Web Design, Reliability, Responsiveness, Ease of Use, Efficiency, Citizen Support, Communication, Benefit & Opportunity Risk, Trust, Security and Leadership. The overall dimensions or factors of e-service quality should be accommodated by the government to improve the effectiveness and efficiency of electronic-based services.

Proposed Model of E-Service Quality in the Context of E-Government: A Literature Review