{"id":"https://openalex.org/W2055036937","doi":"https://doi.org/10.4018/jegr.2013070103","title":"Applying Gap Model for Bringing Effectiveness to e-Government Services","display_name":"Applying Gap Model for Bringing Effectiveness to e-Government Services","publication_year":2013,"publication_date":"2013-07-01","ids":{"openalex":"https://openalex.org/W2055036937","doi":"https://doi.org/10.4018/jegr.2013070103","mag":"2055036937"},"language":"en","primary_location":{"id":"doi:10.4018/jegr.2013070103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2013070103","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5044233358","display_name":"Amritesh","orcid":"https://orcid.org/0000-0003-0222-5062"},"institutions":[{"id":"https://openalex.org/I94234084","display_name":"Indian Institute of Technology Kanpur","ror":"https://ror.org/05pjsgx75","country_code":"IN","type":"education","lineage":["https://openalex.org/I94234084"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Amritesh","raw_affiliation_strings":["Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India","institution_ids":["https://openalex.org/I94234084"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071044815","display_name":"Subhas Chandra Misra","orcid":"https://orcid.org/0000-0002-8254-7135"},"institutions":[{"id":"https://openalex.org/I94234084","display_name":"Indian Institute of Technology Kanpur","ror":"https://ror.org/05pjsgx75","country_code":"IN","type":"education","lineage":["https://openalex.org/I94234084"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Subhas C. Misra","raw_affiliation_strings":["Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India","institution_ids":["https://openalex.org/I94234084"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038662563","display_name":"Jayanta Chatterjee","orcid":"https://orcid.org/0000-0002-4124-7339"},"institutions":[{"id":"https://openalex.org/I94234084","display_name":"Indian Institute of Technology Kanpur","ror":"https://ror.org/05pjsgx75","country_code":"IN","type":"education","lineage":["https://openalex.org/I94234084"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Jayanta Chatterjee","raw_affiliation_strings":["Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Industrial & Management Engineering Department, Indian Institute of Technology (IIT) Kanpur, Kanpur, Uttar Pradesh, India","institution_ids":["https://openalex.org/I94234084"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I94234084"],"apc_list":null,"apc_paid":null,"fwci":3.2397,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.93321934,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"9","issue":"3","first_page":"43","last_page":"57"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.989799976348877,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.7394213080406189},{"id":"https://openalex.org/keywords/conceptualization","display_name":"Conceptualization","score":0.6267296075820923},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5822154879570007},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5722916722297668},{"id":"https://openalex.org/keywords/corporate-governance","display_name":"Corporate governance","score":0.5684558153152466},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5244125127792358},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5149584412574768},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"Gap analysis (conservation)","score":0.48976850509643555},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4479069113731384},{"id":"https://openalex.org/keywords/software-deployment","display_name":"Software deployment","score":0.44549280405044556},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.41016387939453125},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.28459835052490234},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.22210180759429932},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.09088554978370667},{"id":"https://openalex.org/keywords/geography","display_name":"Geography","score":0.0680890679359436}],"concepts":[{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.7394213080406189},{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.6267296075820923},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5822154879570007},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5722916722297668},{"id":"https://openalex.org/C39389867","wikidata":"https://www.wikidata.org/wiki/Q380767","display_name":"Corporate governance","level":2,"score":0.5684558153152466},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5244125127792358},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5149584412574768},{"id":"https://openalex.org/C2779977028","wikidata":"https://www.wikidata.org/wiki/Q1493813","display_name":"Gap analysis (conservation)","level":3,"score":0.48976850509643555},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4479069113731384},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.44549280405044556},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.41016387939453125},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.28459835052490234},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.22210180759429932},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.09088554978370667},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0680890679359436},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C130217890","wikidata":"https://www.wikidata.org/wiki/Q47041","display_name":"Biodiversity","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jegr.2013070103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jegr.2013070103","pdf_url":null,"source":{"id":"https://openalex.org/S118683372","display_name":"International Journal of Electronic Government Research","issn_l":"1548-3886","issn":["1548-3886","1548-3894"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Government Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jegr00:v:9:y:2013:i:3:p:43-57","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jegr.2013070103","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W95392410","https://openalex.org/W637438548","https://openalex.org/W1482086259","https://openalex.org/W1546358298","https://openalex.org/W1689771227","https://openalex.org/W1968629566","https://openalex.org/W1974776399","https://openalex.org/W1982359112","https://openalex.org/W1989741922","https://openalex.org/W2009218574","https://openalex.org/W2009438746","https://openalex.org/W2016730811","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2032717171","https://openalex.org/W2062182591","https://openalex.org/W2086801590","https://openalex.org/W2093443891","https://openalex.org/W2101241669","https://openalex.org/W2120523603","https://openalex.org/W2130006747","https://openalex.org/W2142599319","https://openalex.org/W2151141708","https://openalex.org/W2164230766","https://openalex.org/W2248477184","https://openalex.org/W2263595657","https://openalex.org/W2566196582","https://openalex.org/W4250040931","https://openalex.org/W7056768427"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2269539645","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W4243713506","https://openalex.org/W4220762673","https://openalex.org/W2549510740","https://openalex.org/W1705160115","https://openalex.org/W2230507463","https://openalex.org/W2086070283"],"abstract_inverted_index":{"Taking":[0],"the":[1,8,11,17,32,51,71,88,94,118],"means-ends":[2],"approach":[3],"to":[4,15,70,97,115,147],"e-governance":[5,34,40,127],"service":[6,20,29,57,85,89,95,103,105,107,109,112,129],"quality":[7],"authors":[9,79,119],"adopt":[10],"Parasuraman\u2019s":[12],"\u2018Gap":[13],"Model\u2019":[14],"evaluate":[16],"antecedents":[18],"of":[19,26,37,50,74,83,123],"performance":[21],"in":[22,42,126],"an":[23],"Indian":[24],"context":[25],"government-to-citizen":[27],"(G2C)":[28],"deployment":[30],"under":[31],"national":[33],"plan":[35],"(NeGP)":[36],"India.":[38],"This":[39],"initiative":[41],"India":[43],"has":[44],"been":[45],"implemented":[46],"at":[47,59],"multiple":[48],"tiers":[49],"government":[52],"that":[53,62],"integrates":[54],"administration":[55],"and":[56,68,111,142],"processes":[58],"different":[60],"levels":[61,82],"includes":[63],"center,":[64],"state,":[65],"district,":[66],"block,":[67],"further":[69],"lowest":[72],"level":[73],"governance":[75],"unit":[76],"(Panchayat).":[77],"The":[78],"acknowledge":[80],"five":[81],"potential":[84,124],"discrepancies":[86],"across":[87],"delivery":[90],"chain,":[91],"from":[92],"designing":[93],"policy":[96],"achieving":[98],"citizen":[99],"satisfaction.":[100],"These":[101],"are":[102,151],"conceptualization,":[104],"design,":[106],"capacity,":[108],"offering,":[110],"consumption.":[113],"Corresponding":[114],"these":[116,149],"discrepancies,":[117],"explain":[120],"six":[121],"types":[122],"gaps":[125,150],"G2C":[128],"context:":[130],"Assessment":[131],"Gap,":[132,134,136,139,141],"Design":[133],"Capacity":[135],"External":[137],"Communication":[138],"Delivery":[140],"Service":[143],"Gap.":[144],"Preliminary":[145],"strategies":[146],"close":[148],"also":[152],"proposed.":[153]},"counts_by_year":[{"year":2022,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-06-11T06:19:23.411458","created_date":"2016-06-24T00:00:00"}