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This study is conducted to propose a multi item scale for assessing the e\u2010service quality of government portals involving transactions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Factors influencing the e\u2010service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e\u2010government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e\u2010services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Seven constructs \u2013 i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information \u2013 were identified from the analyses, which can be used to assess the demand side service quality of government portals.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Despite a well\u2010structured, national\u2010level plan on e\u2010government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology\u2010enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e\u2010government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper is original and a research study. It provides an understanding of citizens' perceived quality of e\u2010services and adoption behavior within the framework of the web\u2010based environment of government services.<\/jats:p><\/jats:sec>","DOI":"10.1108\/17410391211224408","type":"journal-article","created":{"date-parts":[[2012,4,14]],"date-time":"2012-04-14T07:08:45Z","timestamp":1334387325000},"page":"246-271","source":"Crossref","is-referenced-by-count":102,"title":["E\u2010service quality model for Indian government portals: citizens' perspective"],"prefix":"10.1108","volume":"25","author":[{"given":"Debjani","family":"Bhattacharya","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Umesh","family":"Gulla","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"M.P.","family":"Gupta","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"key":"key2022020620120555800_b1","doi-asserted-by":"crossref","unstructured":"Agrawal, A. 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