**3.1 Personalization**

Personalization refers to the level of customization available under the control of the users per their needs and requirements. Alanezi et al. [56] admired from SERVQUAL unique feature of providing individual care to customers, which can only be possible by increasing capacity of citizens to customize e-government portal according to their needs. While, Surjadjaja et al. [52] identified that customization feature plays an enormous role in enhancing satisfaction of customer by easing out them in performing their normal routines of payments and services. Where, Lee et al. [53] accentuated that service quality improved the satisfaction level of citizen and left a positive impact, that increase the customer trust on the services offered by the customized e-government portal. In addition to that, Lee et al. [53] observed that personalization satisfied specific needs of customers with different choices. While, Suomi et al. [55] endorsed the importance of customization, as it help to designed the services pattern according to citizens personal choice. Where, Gilly et al. [59] identified that personalization in an online environment enhanced the trust and satisfaction of citizen over the system and allow them to provide personal information freely on their systems. While, Shareef et al. [69] describes personalization as an extent where, an efficient government portal performed their functions efficiently and always available to help their citizens in their needs.

To give some examples, personalization factor checks how well the service provider understand and respects the personal needs of the users while using these services with respect to language preferences and the way information presented in the portal to satisfy user needs. The portal is also relating to other websites that the users may be interested.

#### **3.2 Usability/ease of use**

Usability measures effectiveness, efficiency and satisfaction of a user as a result of utilizing the e-government portals. Where, ease of use explained as the availability of all necessary information which also be facilitated with advanced options for searching significant information. Several studies [57, 60, 61, 63–65, 89] observed that ease of use allows citizen's to utilize offered services frequently and also

*E-Services Quality: A Perspective of Service Providers and Service Users DOI: http://dx.doi.org/10.5772/intechopen.97077*


#### **Table 1.**

*Quality dimensions and related studies.*

influenced on soul satisfaction of citizen which also enhance customers trust on utilizing e-government services. Where, Shareef et al. [69] accepted ease of use a main formative dimension of service quality of e-government public administration. Accordingly, Mentzas et al. [90] affirms that the effectiveness of e-government portals enhanced with the availability of certain features such as, site map, FAQ's and availability of information about the services offered by e-government portal. Thus, availability distinctive features on e-government portal help to ease out the necessities of citizen and provide high degree of satisfaction to them.

This factor checks elements such as, how the users assess the portal structure with respect to ease of use, clarity and confidence. It also checks the portal for user friendliness and efforts required by users to interact with the portal.

#### **3.3 Performance**

Performance measures the responsiveness and reliability experienced with e-government offered services. Alanezi et al. [56] observed that performance of the e-government portal depends on the response time of queries of the citizen. In addition to that, Alanezi et al. [57] also studied that immediate response on the queries help citizen to sort out their problems. Whereas, Shareef et al. [69] considered performance an extent that has to fulfill by the government portal according to the expectation of their citizens. While, Stinglingh et al. [80] accentuated that efficiency and responsiveness as an integral part of performance of that allows citizen to evaluate the quality of the offered services. Where, Mentzas et al. [75] relates performance with the efficiency and reliability of the services offered by the e-government portals.

Some of the items that effects the performance of the website can be response rate to queries and complains, facilitated communication and response from service providers, and providing information on timely manner.
