Evaluating The Reality Of The Quality Of E-Government Services

Anjaz Portal Case Study

Abstract

The research aimed to evaluate the reality of the quality of Syrian e-government services. The researcher identified the dimensions of Syrian e-government service quality, in line with the Syrian e-environment. These dimensions were: website design quality, information quality, ease of use and access, reliability, interactivity, security, and tangibility. The research relied on the analytical approach as a general research methodology. An electronic questionnaire was designed and shared in virtual communities, targeting Syrian users of the government e-services website (Anjaz). The number of questionnaires valid for statistical analysis was 386. The results indicated a high level of Syrian e-government service quality, while the availability levels of these quality dimensions varied. Website design quality, information quality, ease of use and access, reliability, and tangibility all recorded high levels, while security recorded a high level, and interactivity a medium level on the judgment scale used. The most prominent recommendations of the research include: issuing documents or certificates digitally immediately and protecting them from forgery by adopting official digital signatures and encryption processes.