From the quality of traditional services to the quality of local e-Government online services: A literature review

The study presented in this article will serve as a basis for the development of a suitable model 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. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, 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 model was analysed in order to identify the main quality dimensions used. Up to the present moment, we were unable to identify a service quality evaluation model particularly focused on Local online e-Government, and this justifies the development of an investigation project whose main purpose is to create a model with these specificities.