Finding preeminence: A systematic literature review of e-service success factors

Andy Syahrizal, Assaf Arief, Dana Indra Sensuse

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

Today, society has experienced many developments in its life. Nowadays, people are starting to begin the age of digital information. With the development of web and internet technology, the use of the internet has also developed, like the use of technology in conducting electronic-based services. Along with the development of information and computer technology, the government required to administer adequate public services to suffice its citizen's needs. The topic of service quality has been widely discussed from previous studies and from various perspectives such as the perspective of citizens. In this research, we delved into what success factors that affect the implementation of public e-services. Thereupon, to elucidate this emerging research problem, we performed a scientific literature review which provides an examination to the studies traverse the questions of factors that affected the quality of services in the domain of e-services. From the SLR process, we enlist 20 success factors from 16 chosen literature. Furthermore, this paper accommodates an overview of the literature and make inquiries on the success factors in a service implementation, peculiarly in the electronic-based service. And we categorized the factors based on the domain taken from a few antecedent studies. Then we proffered an initial framework with the primary goal is for measuring the quality of the services in e-services. We hope this paper be capable of bequeathing to the knowledge of service quality, principally in the apperception of success factors in e-services.

Original languageEnglish
Title of host publication2020 5th International Conference on Informatics and Computing, ICIC 2020
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728180472
DOIs
Publication statusPublished - 3 Nov 2020
Event5th International Conference on Informatics and Computing, ICIC 2020 - Virtual, Jakarta, Indonesia
Duration: 3 Nov 20204 Nov 2020

Publication series

Name2020 5th International Conference on Informatics and Computing, ICIC 2020

Conference

Conference5th International Conference on Informatics and Computing, ICIC 2020
Country/TerritoryIndonesia
CityVirtual, Jakarta
Period3/11/204/11/20

Keywords

  • E-Services
  • E-services Implementation
  • Service Quality
  • Success Factors

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