Citizens’ assessment of the information quality of e-government websites in Pakistan
| Date | 14 October 2019 |
| Pages | 189-204 |
| Published date | 14 October 2019 |
| DOI | https://doi.org/10.1108/GKMC-03-2019-0033 |
| Author | Tayyba Rasool,Nosheen Fatima Warraich,Abebe Rorissa |
| Subject Matter | Library & information science |
Citizens’assessment of the
information quality of
e-government websites
in Pakistan
Tayyba Rasool and Nosheen Fatima Warraich
Department of Information Management, University of the Punjab,
Lahore, Pakistan, and
Abebe Rorissa
Department of Information Studies, University at Albany, Albany, New York, USA
Abstract
Purpose –E-governmentwebsites/portals are effective modesof communication between governments and
citizens. The information quality (IQ) of these websites/portals is of vital importance and, hence, is worth
assessing, to ensure their effectiveness. This study aims to assess the IQ dimensions of e-government
websites/portalsin Pakistan and also evaluate the most significant IQ indicators.
Design/methodology/approach –This study used a quantitativeresearch method based on a survey.
The data were collected froma sample of young citizens, and a questionnaire was adoptedfrom a previous
study by Kandari,et al. (2011) with minor changes to reflect the local context.
Findings –The findings revealed that out of 20 IQ indicators,14 were rated 4 or 5 on a five-point Likert
scale, indicating a reasonably high IQ for Pakistani e-government websites/portals. Value-added,
“accessibility”and “objectivity”were the top three indicators, while timeliness, ease of operation and
advertisementwere the least rated indicators, suggesting that these needto be addressed. The findings of the
study also revealedthat IQ indicators are not affected by the different age groups of citizens.
Research limitations/implications –The focus of this study was limited to university students to
understand their perceptions about IQ indicatorsof e-government websites in Pakistan, and the results can
only be generalizedto young Pakistani citizens andthe developing countries with a similar context.
Practical implications –This study could provide some guidance to policy makers and websites
designers in the developmentof e-government websites according to users’needsand identifying the ways to
regularlymaintain and update these websites.
Originality/value –This study provides an understanding of the IQ of Pakistani e-government websites from
the citizens’perspective. It attempts to fill that gap and produce findings that could assist in making informed
policy decisions.
Keywords Pakistan, Information quality, E-government, Citizens, E-government websites,
Information quality indicators
Paper type Research paper
1. Introduction
E-government websites/portals have long been established as the main, if not the sole, source of
government information and an efficient means of communication between governments and
citizens, as well as for dissemination of information (Sandoval-Almazan and Gil-Garcia, 2012).
Information provided through the internet and the World Wide Web can be updated regularly
and disseminated quickly to a wide range of users. The efficiency and effectiveness of e-
Information
quality
189
Received17 March 2019
Revised26 May 2019
7August2019
Accepted26 August 2019
GlobalKnowledge, Memory and
Communication
Vol.69 No. 3, 2020
pp. 189-204
© Emerald Publishing Limited
2514-9342
DOI 10.1108/GKMC-03-2019-0033
The current issue and full text archive of this journal is available on Emerald Insight at:
https://www.emerald.com/insight/2514-9342.htm
government websites/portals and their use are partially dependent on the quality of information
provided (Detlor et al., 2013). Therefore, information quality (“IQ”) remains among the biggest
challenges not only for information users but also information professionals or information
providers, including government agencies, who are responsible for collecting, organizing and
disseminating information relevant to the needs of the users or citizens. E-government websites/
portals provide access to information that is vital to a functioning democracy, good governance
and a wide range of e-government services to citizens at national, state or local levels. Although,
the provision of e-government services by developing countries is a recent phenomenon, Pakistan
made strides and is ranked in the middle tier according to the E-Government Development Index
(United Nations, 2018). The Ministry of Information Technology, Government of Pakistan, began
its e-government initiative in 2002. The National Information Technolo gy Board (NITB), a
department of the Ministry, was created on August 11, 2014, and its mission was to “improve
Pakistani citizens’quality of life and economic wellbeing by ensuring the accessible, affordable,
reliable, universal and high quality ICT services”(National Information Technology Board, 2017).
E-government services have been introduced in the country in past decade resultant in the
emergence of an information society. Now people are receiving information through these e-
services, and IQ of these websites does matter. However, the e-government goals of the Pakistani
Government include increasing the efficiency, effectiveness, transparency and accountability in
decision-making in addition to enhancing delivery of public services to its citizens both e fficiently
and cost effectively (Government of Pakistan, 2005). It will not be long before these goals are met
and the country moves further in the traditional e-government rankings. For instance, in the 2017
UN e-government survey, Pakistan was ranked 158th out of 193 countries with a 0.2580 E-
Government Development Index (EGDI). At the same time, there is no denying that Pakistan is
facing many e-government challenges such as the absence of institutional, regulatory, monitory
and financial policy for e-government implementation both at the national and provincial levels.
It also lacks government information infrastructure, has inadequate telecommunication
infrastructure, has low human capital index and limited internet access/availability by/to citizens
(Khan et al.,2010). Butt et al. (2019) found that Punjab e-government Web portals are at the first
and second stage of development, i.e. publishing and interacting to provide services to the citizens.
Given the above challenges and upward trajectory in terms of e-government
development in Pakistan, one thing remains the same. There is lack of research on
e-government in generaland IQ of e-government websites/portalsin particular. Without any
such research, policymakers and government officials responsible for the design and
delivery of e-government informationand services are at a disadvantage. Moreover, there is
no study on the IQ of e-government websites in Pakistani perspective. So, it is essentiality
needed that a survey should be conducted to explore the IQ of e-government websites in a
local context. The current study attempts to fill that gap and produces findings that could
assist in making informed policy decisions. Thus,the key objective of study is to assess IQ
dimensions of Pakistanie-government websites/portals through young citizens’perspective.
To meet the objective of the study, the following researchquestions were formed:
RQ1. What is the young citizens’perception about the IQ of e-government websites in
Pakistan?
RQ2. What IQ indicators of e-governmentwebsites are more important for them?
RQ3. What is the difference among the IQ indicators of young citizens in Pakistan on
the basis of age group?
This paper will cover review of the literature, research design, findings, discussion and
conclusion alongwith recommendations and research implications.
GKMC
69,3
190
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