Assessing Omnichannel Service Quality in the Public Sector

ABSTRACT Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel services. The goal of this paper is to develop and empirically validate an instrument to fill this research gap. The key contribution of this paper is the Technology, Information, Human, Process, System (TIHPS) framework, which represents the first instrument designed to assess the quality of public sector omnichannel services. An empirical validation using responses from 365 service recipients supports the validity and robustness of this instrument. We discuss how the TIHPS framework can be useful to governments, practitioners, and researchers alike.