Webportal in e-Grievance management system assessing its functionality through the lens of SERVQUAL dimensions

E-grievance management system (e-GMS) as an e-governance tool helps bring public, industry and government closer. This study aims to assess the functionality of e-GMS webportal using the appropriate service quality dimensions of e-services. A simple subjective assessment method was used to assess the operationality of the webportal. Prior to the assessment, a systematic literature review was done to identify the suitable service quality dimensions of e-services in order to assess e-GMS webportal. This study examined the eight identified service quality dimensions in e-GMS of India that reveals the high functionality of e-GMS portal resulting in greater efficiency in grievance dispoasal amidst the challenges connectivity. This study, however, suggests that the government should go beyond the website and technology in e-GMS, and look at various information, communication and education (ICE) strategies with an inclusive approach to reach out to all public that will help the government to achieve a robust and outcome-based public grievance system.