Regina Connolly



The emergence of the concept of e-government in the 1990s, the use of information and communications technology in the public sector turned from being inward looking and administration-focused to outward looking and service-focused. One aspect of this has been on-line tax filing which in Ireland takes the form of the Revenue Online Service (ROS). The purpose of this paper is to outline a research project that is currently being undertaken with the Irish Revenue Commissioners to evaluate the quality of ROS and the relationship between these e-service quality dimensions and citizen trust in the Revenue Commissioners. It describes the application of a newly developed website service quality measurement instrument in the unique context of electronic government. It is anticipated that the findings from this study will provide insight regarding the dimensions of website service quality that are most valued by users of ROS and also identify the dimensions of e-service quality that engender, or in their absence inhibit, citizen trust in this service. The application of this recently operationalised website service quality instrument will also provide evidence regarding the degree to which it is culture independent.


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Paper Citation

in Harvard Style

Connolly R. (2007). CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality . In Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST, ISBN 978-972-8865-79-5, pages 57-65. DOI: 10.5220/0001262200570065

in Bibtex Style

author={Regina Connolly},
title={CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality},
booktitle={Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST,},

in EndNote Style

JO - Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 3: WEBIST,
TI - CITIZEN TRUST IN E-GOVERNMENT IN IRELAND - The Role of Webite Service Quality
SN - 978-972-8865-79-5
AU - Connolly R.
PY - 2007
SP - 57
EP - 65
DO - 10.5220/0001262200570065