Finding Preeminence: A Systematic Literature Review of e-Service Success Factors

Today, society has experienced many developments in its life. Nowadays, people are starting to begin the age of digital information. With the development of web and internet technology, the use of the internet has also developed, like the use of technology in conducting electronic-based services. Along with the development of information and computer technology, the government required to administer adequate public services to suffice its citizen's needs. The topic of service quality has been widely discussed from previous studies and from various perspectives such as the perspective of citizens. In this research, we delved into what success factors that affect the implementation of public e-services. Thereupon, to elucidate this emerging research problem, we performed a scientific literature review which provides an examination to the studies traverse the questions of factors that affected the quality of services in the domain of e-services. From the SLR process, we enlist 20 success factors from 16 chosen literature. Furthermore, this paper accommodates an overview of the literature and make inquiries on the success factors in a service implementation, peculiarly in the electronic-based service. And we categorized the factors based on the domain taken from a few antecedent studies. Then we proffered an initial framework with the primary goal is for measuring the quality of the services in e-services. We hope this paper be capable of bequeathing to the knowledge of service quality, principally in the apperception of success factors in e-services.