Evaluating electronic public information service quality: A proposed model

Research output: Contribution to journalArticlepeer-review


This research aims to offer a specific model to evaluate the quality of public information service, provided by govemment organizations. The underlying research model was developed by adopting numerous exisiting evaluation approaches and befitq them as a measurement tool for public information services. Model validation was conducted in two stages a focus group discussion and exped interview. Furthermore, the model was tested empirically in the Regional Board of Communication, Information and Public Relatiom of Jakarta, Indonesia. A total of 201 respondents pdcipated in hs research. Data analysis was performed by Confirmatory Factor Analysis (CFA) usq SmartPLS 2.0 Software. The final EPIS-Qual Model (Electronic Public Information Service Quality), comisted of 10 dmensions and 43 indicators, categorized into three main aspects, namely information quality, meda quality and people quality. The dmemions of EPIS-Qua1 include accessibility, accuracy, completeness, understandability, reliability, interactivity, user-friendliness, responsiveness, professionalism and helpfulness.

Original languageEnglish
Pages (from-to)6440-6444
Number of pages5
JournalJournal of Engineering and Applied Sciences
Issue numberSpecialissue3
Publication statusPublished - 2017


  • CFA
  • Confkatory factor analysis
  • PLS
  • Public information
  • Service quality
  • Understandability


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