Structural understanding of electronic government websites: a systematic literature review

Abstract

This paper advances understanding of electronic government and reports a systematic literature review of electronic government websites. The review includes studies that appeared in the literature after 2000 since starting in that year, several electronic government stage models and insights into electronic service quality were offered. Five themes were synthesised: perspectives of medium quality, evaluation measurement (usability measurement), comparison and benchmarking of electronic government website development, citizen visitation and engagement, and government-citizen relationship. The originality of the research lies in structuring understanding of such website during public service delivery, elucidating the importance and subjective role of the medium by synthesising the literature and demonstrating what is known about electronic government websites, and what direction needs to be further established.