COBRA framework to evaluate e-government services: A citizen-centric perspective

Government Information Quarterly

Volumn 31, Issue 2, 2014, Pages 243-256

  Osman, Ibrahim H ^a   Anouze, Abdel Latef ^a   Irani, Zahir ^b   Al Ayoubi, Baydaa ^e   Lee, Habin ^b   Balc, Asim ^c   Medeni, Tunç D ^d   Weerakkody, Vishanth ^b  

^a AMERICAN UNIVERSITY OF BEIRUT   (Lebanon)

^b BRUNEL UNIVERSITY   (United Kingdom)

^c SELCUK UNIVERSITY   (Turkey)

^d YILDIRIM BEYAZIT UNIVERSITY   (Turkey)

^e LEBANESE UNIVERSITY   (Lebanon)

Author keywords

COBRA; E government service; Performance measurement; Scale development; Structured equation modelling; Users' satisfaction

Indexed keywords

EID: 84899920751     PISSN: 0740624X     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.giq.2013.10.009     Document Type: Article

References (137)

1. Adams D., Nelson R., Todd P. Perceived usefulness, ease of use, and usage of information technology: A replication. MIS Quarterly 1992, 16(2):227-247.
2. Alanezi M., Kamil A., Basri S. A proposed instrument dimensions for measuring e-government service quality. International Journal of u- and e-Service, Science and Technology 2010, 3(4):1-17.
3. Alshawi S., Alalwany H. E-government evaluation: Citizen's perspective in developing countries. Information Technology for Development 2009, 15(3):193-208.
4. Ancarani A. Towards quality e-service in the public sector: The evolution of web sites in the local public service sector. Managing Service Quality 2005, 15(1):6-23.
5. Anderson J., Gerbing D. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 1988, 103(3):411-423.
6. Armstrong J., Overton T. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 1977, 14(3):396-402.
7. Arnold M., Reynolds K. Hedonic shopping motivations. Journal of Retailing 2003, 79(2):77-95.
8. Bagozzi R., Heatherton T. A general approach to representing multifaceted personality constructs: Application to state self-esteem. Structural Equation Modeling 1994, 1(1):35-67.
9. Bagozzi R., Yi Y., Phillips L. Assessing construct validity in organizational research. Administrative Science Quarterly 1991, 36(3):421-458.
10. Balog A., Bàdulescu G., Bàdulescu R., Petrescu F. E-ServEval: A system for quality evaluation of the on-line public services. Revista Informatica Economicǎ 2008, 2(46):18-21.
11. Bannister F., Connolly R. Trust and transformational government: A proposed framework for research. Government Information Quarterly 2011, 28(2):137-147.
12. Batini C., Viscusi G., Cherubini D. GovQual: A quality driven methodology for e-government project planning. Government Information Quarterly 2009, 26(1):106-117.
13. Bélanger F., Carter L. Trust and risk in e-government adoption. Journal of Strategic Information Systems 2008, 17(2):165-176.
14. Bertot J., Jaeger P., McClure C. Citizen-centered e-government services: Benefits, costs, and research needs. Proceedings of the 9th International Digital Government Research Conference, Montreal-Canada, May 18-21 2008.
15. Beynon-Davies P. Constructing electronic government: The case of the UK inland revenue. International Journal of Information Management 2005, 25(1):3-20.
16. Bhalla G., Lin L. Cross-cultural marketing research: a discussion of equivalence issues and measurement strategies. Psychology and Marketing 1987, 4(4):275-285.
17. Blau P. Exchange and power in social life 1964, John Wiley & Sons, New York.
18. Carter L., Belanger F. The utilization of e-government services: citizen trust, innovation and acceptance factors. Information Systems Journal 2005, 15(1):5-25.
19. Carter L., Weerakkody V. E-government adoption: A cultural comparison. Information Systems Frontiers 2008, 10(4):473-482.
20. Caruana A. The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing 2004, 12(3):256-268.
21. Chatfield A. A cross-country comparative analysis of e-government service delivery among Arab countries. Information Technology for Development 2009, 15(3):151-170.
22. Chen Y.-C. Citizen-centric e-government services: Understanding integrated citizen service information systems. Social Science Computer Review 2010, 28(4):427-442.
23. Chiou J.-S. The antecedents of consumers' loyalty toward Internet service provider. Information and Management 2004, 41(6):685-695.
24. Churchill G. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 1979, i(1):64-73.
25. Cunningham S. The major dimensions of perceived risk. Risk taking and information handling in consumer behaviour 1967, The Harvard University Graduate School of Business Administration, Boston. D.F. Cox (Ed.).
26. DeLone W., McLean E. Information systems success: The quest for the dependent variable. Information Systems Research 1992, 3(1):60-95.
27. DeLone W., McLean E. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems 2003, 19(4):9-30.
28. Dowling G., Staelin R. A model of perceived risk and intended risk handling activity. Journal of Consumer Research 1994, 21(1):119-125.
29. Featherman M., Pavlou P. Predicting e-services adoption: a perceived risk facets perspective. International Journal of Human Computer Studies 2003, 59(4):451-474.
30. Floropoulos J., Spathis C., Halvatzis D., Tsipouridou M. Measuring the success of the Greek Taxation Information System. International Journal of Information Management 2010, 30(1):47-56.
31. Foley P. Realising the transformation agenda: Enhancing citizen use of eGovernment. European Journal of ePractice 2008, 4:44-58.
32. Foley P., Alfonso X. E-government and the transformation agenda. Public Administration 2009, 87(2):371-396.
33. Fornell C., Johnson M., Anderson E., Cha J., Bryant B. The American customer satisfaction index: Nature, purpose, and findings. The Journal of Marketing 1996, 60(4):7-18.
34. FreshMinds Measuring customer satisfaction: A review of approaches Retrieved at:, (2011, May). http://www.idea.gov.uk/idk/aio/4709438.
35. Ganesh J., Reynolds K., Luckett M., Pomirleanu N. Online shopper motivations and e-store attributes: An examination of online patronage behaviour and shopper typologies. Journal of Retailing 2010, 86(1):106-115.
36. Gauld R., Goldfinch S. Dangerous enthusiasms: e-government, computer failure and information system development 2006, Dunedin Otago University Press.
37. Gefen D. Nurturing clients' trust to encourage engagement success during the customization of ERP systems. OMEGA: International Journal of Management Science 2002, 30(4):287-299.
38. Gefen D., Karahanna E., Straub D. Trust and TAM in online shopping: An integrated model. MIS Quarterly 2003, 27(1):51-90.
39. Gilbert D., Balestrini P., Littleboy D. Barriers and benefits in the adoption of e-government. The International Journal of Public Sector Management 2004, 17(4/5):286-301.
40. Gupta M., Jana D. E-government evaluation: A framework and case study. Government Information Quarterly 2003, 20(4):365-387.
41. Hair J., Anderson R., Tatham R., Black W. Multivariate data analysis 1998, Prentice-Hall, NJ. 5th ed.
42. Hauser J., Simester D., Wernerfelt B. Customer satisfaction incentives. Marketing Science 1994, 13(4):327-350.
43. Henriksson A., Yi Y., Frost B., Middleton M. Evaluation instrument for e-government websites. Electronic Government 2007, 4(2):204-226.
44. Hooper D., Coughlan J., Mullen M. Structural equation modelling: Guidelines for determining model fit. The Electronic Journal of Business Research Methods 2008, 6(1):53-60.
45. Horan T., Abhichandani T. Evaluating user satisfaction in an e-government initiative: Results of structural equation modeling and focus group discussions. International Journal of Information Technology and Management 2006, 17(4):187-198.
46. Hsu S.-H. Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Applications 2008, 34(4):3033-3042.
47. Hung S.Y., Chang C.M., Yu T.J. Determinants of user acceptance of the e-government services: The case of online tax filing and payment system. Government Information Quarterly 2006, 23(1):97-122.
48. Irani Z., Elliman T., Jackson P. Electronic transformation of government in the UK. European Journal of Information Systems 2007, 16(4):327-335.
49. Irani Z., Love P., Elliman T., Jones S., Themistocleous M. Evaluating e-government: Learning from the experiences of two UK local authorities. Information Systems Journal 2005, 15(1):61-82.
50. Irani Z., Love P., Jones S. Learning lessons from evaluating eGovernment: Reflective case experiences that support transformational government. The Journal of Strategic Information Systems 2008, 17(2):155-164.
51. Irani Z., Weerakkody V., Kamal M., Hindi N.M., Osman I.H., Anouze A.L., et al. An analysis of methodologies utilised in e-government research: A user satisfaction perspective. Journal of Enterprise Information Management 2012, 25(3):298-313.
52. Jackson E.S., Joshi A., Erhardt N.L. Recent research on team and organizational diversity: SWOT analysis and implications. Journal of Management 2003, 29(6):801-830.
53. Jaeger P., Bertot J. Designing, implementing, and evaluating user-centered and citizen-centered e-government. International Journal of Electronic Government Research 2010, 6(1):1-17.
54. Jang C.-L. Measuring electronic government procurement success and testing for the moderating effect of computer self-efficacy. International Journal of Digital Content Technology and its Applications 2010, 4(3):224-232.
55. Janssen M., Kuk G., Wagenaar R. A survey of web-based business models for e-government in the Netherlands. Government Information Quarterly 2008, 25(2):202-220.
56. Jones M., Reynolds K., Mothersbaugh D., Beatty S. The positive and negative effects of switching costs on relational outcomes. Journal of Service Research 2007, 9(4):335-355.
57. Kaisara G., Pather S. The e-government evaluation challenge: A South African Batho Pele-aligned service quality approach. Government Information Quarterly 2011, 28(2):211-221.
58. Keeney R. The value of internet commerce to the customer. Management Science 1999, 45(4):533-542.
59. Kertesz S. Cost-benefit analysis of e-government investments Retrieved at:, (2010, August). http://www.edemocratie.ro/publicatii/Cost-Benefit.pdf.
60. Kim T., Im K., Park S. Intelligent measuring and improving model for customer satisfaction level in e-government. Proceeding of the Electronic Government: 4th International Conference, EGOV 2005, August 22-26, Copenhagen 2005.
61. Kumar V., Mukerji B., Butt I., Persaud A. Factors for successful e-government adoption: A conceptual framework. Electronic Journal of e-government 2007, 5(1):63-76.
62. Lee P., Cheng T., Yeung A., Lai K.-H. An empirical study of transformational leadership, team performance and service quality in retail banks. OMEGA: International Journal of Management Science 2011, 39(6):690-701.
63. Lee H., Irani Z., Osman I.H., Balci A., Ozkan S., Medeni T. Research note: Toward a reference process model for citizen oriented evaluation of e-government services. Transforming Government: People, Process and Policy 2008, 2(4):297-310.
64. Lee J., Kim H., Ahn M. The willingness of e-government service adoption by business users: The role of offline service quality and trust in technology. Government Information Quarterly 2011, 28(2):222-230.
65. Lee G.-G., Lin H.-F. Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management 2005, 33(2):161-176.
66. Lee K., Tan S. E-retailing versus physical retailing: A theoretical model and empirical test of consumer choice. Journal of Business Research 2003, 56(11):877-885.
67. Lin F., Fofanah S., Liang D. Assessing citizen adoption of e-government initiatives in Gambia: A validation of the technology acceptance model in information systems success. Government Information Quarterly 2011, 28(2):271-279.
68. Lin J.-S., Hsieh P.-L. Assessing the self-service technology encounters: Development and validation of SSTQUAL scale. Journal of Retailing 2011, 87(2):194-206.
69. MacCallum R., Roznowski M., Necowitz L. Model modifications in covariance structure analysis: The problem of capitalization on chance. Psychological Bulletin 1992, 111(3):490-504.
70. Magoutas B., Mentzas G. SALT: A semantic adaptive framework for monitoring citizen satisfaction from e-government services. Expert Systems with Applications 2010, 37(6):4292-4300.
71. Magoutas B., Schmidt K.-U., Mentzas G., Stojanovic L. An adaptive e-questionnaire for measuring user perceived portal quality. International Journal of Human Computer Studies 2010, 68(10):729-745.
72. McDonald R., Ho M. Principles and practice in reporting statistical equation analyses. Psychological Methods 2002, 7(1):64-82.
73. Medeni D., Erdem A., Osman I.H., Anouze A.L., Irani Z., Lee H., et al. Information society strategy & e-government gateway development in Turkey: Moving towards integrated processes and personalized services. Proceeding of tGov Workshop' 11 (tGOV11), March 17-18, Brunel University, London-UK 2011.
74. Millard J. eGovernment measurement for policy makers. European Journal of ePractice 2008, 4:19-32.
75. Milne G., Rohm A., Bahl S. Consumers' protection of online privacy and identity. Journal of Consumer Affairs 2004, 38(2):217-232.
76. Mitchell V., Davies F., Moutinho L., Vassos V. Using neural networks to understand service risk in the holiday product. Journal of Business Research 1999, 46(2):167-180.
77. Miyazaki A., Fernandez A. Consumer perceptions of privacy and security risks for online shopping. Journal of Consumer Affairs 2001, 35(1):27-44.
78. Morgeson F.V., VanAmburg D., Mithas S. Misplaced trust? Exploring the structure of the e-government-citizen trust relationship. Journal of Public Administration Research and Theory 2011, 21(2):257-283.
79. Moutinho L. Consumer behaviour in tourism. European Journal of Marketing 1987, 21(10):5-44.
80. Murphy S. The self-service revolution. Chain Store Age 2008, 84(6):42-52.
81. Oliver R. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 17(11):460-469.
82. Osman I.H., Anouze A., Azad B., Daouk L., Zablith F., Hindi N.M. The elicitation of key performance indicators of e-government providers: A bottom-up approach. Proceedings of the 10th European, Mediterranean & Middle Eastern Conference 1201 on Information Systems, (EMCIS2013): Transforming Societies: Managing the Change October 17-18, 2013, Beaumont Estate, Windsor, U.K.
83. Osman I.H., Anouze A., Emrouznejad A. Strategic performance management and measurement using data envelopment analysis 2014, IGI Global Publisher, US.
84. Osman I.H., Anouze A., Hindi N.M., Irani Z., Lee H., Weerakkody V. I-meet framework for the evaluation e-government services from engaging stakeholders' perspectives. Forthcoming in European Scientific Journal 2014.
85. Osman I.H., Anouze A., Irani Z., Lee H., Weerakkody V. A new COBRAS framework to evaluate e-government services: A citizen centric. Proceedings of tGov Workshop'11 (tGOV11), March 17-18, Brunel University, West London, UK 2011.
86. Osman I.H., Berbary L.N., Sidani Y., Al-Ayoubi B., Emrouznejad A. Data envelopment analysis model for the appraisal and relative performance evaluation of nurses at an intensive care unit. Journal of Medical Systems 2011, 35(5):1039-1062.
87. Pan Y., Zinkhan G. Exploring the impact of online privacy disclosures on consumer trust. Journal of Retailing 2006, 82(4):331-338.
88. Papadomichelaki X., Mentzas G. A multiple-item scale for assessing e-government service quality. EGOV 2009 2009, Springer-Verlag, Berlin-Heidelberg, Germany. M. Wimmer (Ed.).
89. Papadomichelaki X., Mentzas G. e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly 2012, 29(1):98-109.
90. Parasuraman V., Zeithaml A., Berry L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1988, 64(1):12-40.
91. Parasuraman V., Zeithaml A., Malhotra A. E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research 2005, 7(3):213-234.
92. Pavlou P. Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce 2003, 7(3):69-103.
93. Petter S., DeLone W., McLean E. Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems 2008, 17(3):236-263.
94. Pires G., Stanton J., Eckford A. Influences on the perceived risk of purchasing online. Journal of Consumer Behaviour 2004, 4(2):118-131.
95. Rai A., Lang S., Welker R. Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research 2002, 13(1):50-69.
96. Rotchanakitumnuai S. Measuring e-government service value with the E-GOVSQUAL-RISK model. Business Process Management Journal 2008, 14(5):724-737.
97. Rowe W. An anatomy of risk 1977, John Wiley and Sons, New York.
98. Rowley J. E-government stakeholders - Who are they and what do they want?. International Journal of Information Management 2011, 31(1):53-62.
99. Sang S., Lee J.-D. A conceptual model of e-government acceptance in public sector. Proceeding of 3rd International Conference on Digital Society, February 1-6, Cancun-Mexico 2009.
100. Saunders M., Lewis P., Thornhill A. Research methods for business students 2007, Pearson Education, Harlow, England. 4th ed.
101. Scott M., DeLone W., Golden W. Understanding net benefits: A citizen-based perspective on e-government success. Proceeding of 13th International Conference on Information Systems, Dec, 15-18, Phoenix, Arizona-U.S.A 2009.
102. Segars A., Grover V. Re-examining perceived ease of use and usefulness: A confirmatory factor analysis. MIS Quarterly 1993, 17(4):517-522.
103. Shareef M., Kumar V., Kumar U., Dwivedi Y. E-government adoption model (GAM): Differing service maturity levels. Government Information Quarterly 2011, 28(1):17-35.
104. Shih H. An empirical study on predicting user acceptance of e-shopping on the web. Information and Management 2004, 41(3):351-368.
105. Shyu S.-H.-P., Huang J.-H. Elucidating usage of e-government learning: A perspective of the extended technology acceptance model. Government Information Quarterly 2011, 28(94):491-502.
106. Smith G., McCarthy D. Methodological considerations in the refinement of clinical assessment instruments. Psychological Assessment 1995, 7(3):300-308.
107. Suh B., Han I. The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce 2003, 7(3):135-161.
108. Taylor D., Strutton D. Has e-marketing come of age? Modeling historical influences on post-adoption era Internet consumer behaviors. Journal of Business Research 2010, 63(9/10):950-956.
109. Teo T., Srivastava S., Jiang L. Trust and electronic government success: An empirical study. Journal of Management Information Systems 2008, 25(5):99-131.
110. Thorbjornsen H., Supphellen M., Nysveen H., Pedersen P. Building brand relationships online: A comparison of two interactive applications. Journal of Interactive Marketing 2002, 16(3):17-34.
111. Tsaur S., Tzeng G., Wang K. Evaluating tourist risks from fuzzy perspectives. Annals of Tourism Research 1997, 24(4):796-812.
112. Tsohou A., Lee H., Irani Z., Weerakkody V., Osman I.H., Anouze A.L., et al. Proposing a reference process model for the citizen-centric evaluation of e-government services. Transforming Government: People, Process and Policy 2012, 7(2):240-255.
113. U.S.Federal CIO Council Value measuring methodology: How to guide Retrieved Dec 15, 2011, from. http://www.cio.gov/documents/ValueMeasuring_Methodology_HowToGuide_Oct_2002.pdf.
114. Udo G., Bagchi K., Kirs P. Assessing web service quality dimensions: The E-servperf approach. Issues in Information Systems 2008, 11(2):313-322.
115. Ueltschy L., Krampf R., Yannopoulos P. A Cross-national study of perceived risk towards online (internet) purchasing. Multinational Business Review 2004, 12(2):59-82.
116. Van Ryzin G., Muzzio D., Immerwahr S., Gulick L., Martinez E. Drivers and consequences of citizen satisfaction: An application of the american customer satisfaction index model to New York City. Public Administration Review 2004, 64(3):331-341.
117. Van Slyke C., Belanger F., Comunale C. Factors influencing the adoption of web-based shopping: The impact of trust. The Database for Advances in Information Systems 2004, 35(2):32-49.
118. Venkatesh V. Where to go from here? Thoughts on future directions for research on individual-level technology adoption with a focus on decision making. Decision Sciences 2006, 37(4):497-518.
119. Verdegem P., Hauttekeete L. User centered e-government: Measuring user satisfaction of online public services. IADIS International Journal on WWW/Internet 2007, 5(2):165-180.
120. Verdegem P., Verleye G. User-centered e-government in practice: A comprehensive model for measuring user satisfaction. Government Information Quarterly 2009, 26(3):487-497.
121. Wang L., Bretschneider S., Gant J. Evaluating web-based e-government services with a citizen-centric approach. Proceedings of 38th Hawaii International Conference on System Sciences, January 3-6, Hawaii-U.S.A 2005.
122. Wang Y., Liao Y. Assessing e-government systems success: A validation of the DeLone and McLean model of information system success. Government Information Quarterly 2008, 25(4):717-733.
123. Wangenheim F. Situational characteristics as moderators of the satisfaction-loyalty link: An investigation in a business-to-business context. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour 2003, 16:145-156.
124. Warkentin M., Gefen D., Pavlou P., Rose G. Encouraging citizen adoption of e-government by building trust. Electronic Markets 2002, 12(3):157-162.
125. Weerakkody V., Dhillon G. Moving from e-government to t-government: A study of process reengineering challenges in a UK local authority context. International Journal of Electronic Government Research 2008, 4(4):1-16.
126. Weerakkody V., Irani Z., Lee H., Osman I.H., Hindi N.M. E-government implementation: A bird's eye view of issues relating to costs, opportunities, benefits and risks. Information systems frontiers 2013, 1-27. (Online Dec 2013).
127. Welch E., Hinnant C., Moon M. Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory 2005, 15(3):371-391.
128. Wescott C., Pizarro M., Schiavo-Campo S. The role of information and communication technology in improving public administration. To Serve and To Preserve: Improving Public Administration in the Competitive World 2001, ADB, Manila, (Available: http://www.adb.org/documents/manuals/serve_and_preserve/Chapter19.pdf/). S. Schiavo-Campo, P. Sundaram (Eds.).
129. Whitson T., Davis L. Best practices in electronic government: Comprehensive electronic information dissemination for science and technology. Government Information Quarterly 2001, 18(2):7-21.
130. Willoughby M., Gómez H., Lozano M. Making e-government attractive. Service Business 2010, 4(1):49-62.
131. Wimmer M. Integrated service modelling for online one-stop government. Electronic Markets 2002, 12(3):149-156.
132. Wolfinbarger M., Gilly M. E-TailQ: Dimensionalizing, measuring and predicting retail quality. Journal of Retailing 2003, 79(3):183-198.
133. Xiaoni Z., Prybutok V. A consumer perspective of e-service quality. IEEE Transactions on Engineering Management 2005, 52(4):461-477.
134. Yang Z., Jun M., Peterson R. Measuring costumer perceived online service quality: Scale development and managerial implications. International Journal of Operations & Production Management 2004, 24(11/12):1149-1174.
135. Yoo B., Donthu N. Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce 2001, 2(1):31-46.
136. Yusuf Y., Gunasekaran A., Abthorpe M. Enterprise information systems project implementation: A case study of ERP in Rolls-Royce. International Journal of Production Economics 2004, 87(3):251-266.
137. Zeithaml V., Parasuraman A., Malhotra A. Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science 2002, 30(4):362-375.