Potential dimensions for a local e-Government services quality model

• The study presented in this article will serve as a basis for the development of a suitable methodology whose purpose is to evaluate the quality of local e-Government online services. Citizens expect quality public services, and their online dimension is no exception.
• This first study puts forth a systematization of the relevant bibliography, focusing on the quality of three types of services: traditional electronic and e-Government. Each methodology was analyzed in order to identify the main quality dimensions used.
• Up to the present moment, we were unable to identify a service quality evaluation method particularly focused on local online e-Governments, and this justifies the development of an investigation project whose main purpose is to create such a methodology in this field.

One of the main challenges underlying different Electronic Government forms is the provision of a quality public service. In the Local Government context, local authorities allow for an adjustment between the characteristics of public services and the specificities of local communities, letting populations define their own priorities, which vary from community to community based on objective elements but also subjective by nature. The quality of these services in their electronic format should be analyzed and taken into account to potentiate and elaborate a strategy capable of improving offered services, increasing the satisfaction of the recipients. In the present paper we set forth a preliminary list, comprised by thirty dimensions for an Electronic Local Government Quality Model based on a literature review, where we analyzed seventeen approaches for electronic and e-Government service quality, as well as an empirical study involving a group of experts and users of Local Government services.