A multi-dimensional model for assessing e-government service gaps in the context of a developing country: A critical realist perspective.

The purpose of this study was in twofold: to investigate the factors enhancing e-government service gaps in the context of a developing country from multiple perspectives and develop a model for assessing e-government service gaps in the same context. To accomplish this purpose, the study performed an integrated literature review as well as construct analysis. Also, a conceptual model for assessing e-government service gaps was developed in Chapter Three. The study was grounded on the tenets and assumptions of the philosophy of critical realism. A sequential multi-methodology design was used to collect quantitative and qualitative data. Since the researcher aimed to understand the phenomenon from multiple perspectives, data was collected from three units: government employees; business; and citizens. A total of five hundred and fifty (550) questionnaire surveys were used to examine the factors enhancing e-government service gaps and evaluate dimensions for measuring service gaps while thirty (30) in-depth semi-structured interviews were used to gain a comprehensive understanding of factors enhancing e-government service gaps in a developing context, a purpose that could not be achieved through the use of structured questionnaire survey alone.