An AHP Based Evaluation Method for the E-government Service Quality in China

With the wide use of electronic government (e-government) in public sectors, the service quality evaluation becomes a hot topic of academia. In this paper, we present a novel framework for e-government service quality evaluation based on the combination of fuzzy AHP and fuzzy comprehensive evaluation method. The evaluation model is decomposed hierarchically into three main criteria namely: government, public, website. These criteria are further disaggregated into 11 subindicators to measure the quality of e-government service. In this case, public is found to be the most important main criterion. On the basis of the system, the fuzzy comprehensive evaluation method was employed to evaluate e-government service quality. A case application was also used to illustrate the propose framework. It is expected that this work may serve as an assistance tool for government in improving the e-govemment service quality level.