Gopikrishna Vasista Tatapudi and Mohammed Ahmed Turki AlSudairi
Figure 2: Influence of internal service quality on the employee side of service‐profit chain( de Vries, 2003).
External service quality is related to service requester end. It also means organisations have to focus on customer satisfaction and customer loyalty which leads to revenue growth and customer profitability( de Vries 2003).
Figure 3: Influence of external service quality on the customer side of service‐profit chain( de Vries, 2003).
Correspondingly it is identified that a gap of alignment between internal service quality and external service quality can exists from the organisational service development perspective. This is where a third component is required to be bridged so that the organisations can get the advantage of matching capability between the internal service quality and external service quality.
In summary a correlation between service facilitation and service fulfillment will bring value to create a basis for e‐governance service fulfillment( See APPENDIX). Public Private Partnership, eCRM, New Service Design and Development are domains that take the portfolio of arranging this facilitation and acts as a platform for conducting and achieving service fulfillment with speed( IBM‐OPAL).
6. New service design and development
While organisations have seen some value in citizen satisfaction, internal efficiency,( Zailani, Din and Wahid 2006) and reduction in costs, governments are also required to understand the dimensions of website service excellence that citizens value, as it has a potential to enhance service quality, citizen satisfaction and the capacity of new public management for achieving good governance.
User‐Centric E‐government requires shared understanding of the interests, perspectives, values and benefits sought from e‐government by various stakeholder roles to be considered as a part of evaluation of long termsuccess of e‐government enterprise( Rolwley 2011). A survey among most innovative European e‐Government service designers showed that they mainly consult users when evaluating prototypes. Prototyping is a design tactic that provides various perspectives of users as a part of requirements engineering efforts in the context of designing high quality e‐government services. It is an approach that brings compliance with the needs and wishes of citizens, based on user‐centered design( Velsen et al. 2009). User participation approach in terms of participatory design, user‐centred design and user innovation has potential to meet the strategic e‐service
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