E-services

Electronic services or e-services are services that make use of information and communication technologies (ICTs). The three main components of e-services are: For example, with respect to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. For public e-service the internet is the main channel of e-service delivery while other classic channels (e.g. telephone, call center, public kiosk, mobile phone, television) are also considered. Since its inception in the late 1980s in Europe and formal introduction in 1993 by the US Government, the term ‘E-Government’ has now become one of the recognized research domains especially in the context of public policy and now has been rapidly gaining strategic importance in public sector modernization. E-service is one of the branches of this domain and its attention has also been creeping up among the practitioners and researchers. E-service (or eservice) is a highly generic term, usually referring to Lu (2001) identifies a number of benefits for e-services, some of these are: The term ‘e-service’ has many applications and can be found in many disciplines. The two dominant application areas of e-services are: The use and description of the e-service in this page will be limited to the context of e-government only where of the e-service is usually associated with prefix 'public' as in "public e-services". In some cases, we will have to describe aspects that are related to both fields like some conferences or journals which cover the concept of e-service in both domains of e-government and e-business. Depending on the types of services, there are certain functionalities required in the certain layers of e-service architectural framework, these include but are not limited to: Measuring service quality and service excellence are important in a competitive organizational environment. The SERVQUAL- service quality model is one of the widely used tools for measuring quality of the service on various aspects.