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A Triple-Diamond Framework for the Assessment of eGovernment in Delivery Services Quality

The “Electronic Government” movement is sweeping across almost all the world in the last decades. This movement represents a new paradigm for public services. According to the literatures, we found many studies were only focused on how to technically establish the web sites which allow citizens access government information more appropriately. However, few studies paid attention to explore the relationship management among the different stakeholders of e-government. Therefore, the objective of this paper intends to integrate the relationship management among the three groups of stakeholders, which include government itself, its citizens and employees. In this paper, we examine the literature regarding to the underlying rationale of a successful e-government. Also, a framework which supports the relationship management among citizens and government’s employees, and public services are developed and empirically tested.