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V. A. Zeithaml, A. Parasuraman, and A. Malhotra, “A conceptual framework for understanding e-service quality: Implications for future research and managerial practice,” Working Paper Report, Marketing Science Institute, Cambridge, MA, No. 00-115, 2000.

has been cited by the following article:

• TITLE: E-Governance for Improved Public Service Delivery in Fiji

  AUTHORS: Rafia NAZ

  KEYWORDS: e-governance, service delivery, customer satisfaction, quality of services, service improvement.

  JOURNAL NAME: Journal of Service Science and Management, Vol.2 No.3, September 10, 2009

  ABSTRACT: Using ICT in the form of e-governance could yield great benefits in the reform and modernization of the public sector. The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality. E-governance can also promote ‘good govern-ance’, that is, greater civic engagement can increase opportunities for direct representation and voice, and support for increased democracy. This paper discusses and presents the survey findings that seek to test the role of e-governance in improving service delivery by altering the principal-agent relationship. It further seeks to elucidate the quality aspects of public service. Policy recommendations to achieve the benefits of e-governance in Fiji are presented. Strong leadership is required to implement e-governance to capture and internalize the benefits of quality services and satisfied customers.