E-Government and Service Quality Research: A Science Mapping-Based Bibliometric Analysis

Abstract

This study systematically examines the scientific literature on e-government and service quality using a bibliometric approach, aiming to identify major research themes, influential authors, leading journals, most-cited articles, and country-level contributions. Additionally, it seeks to uncover the conceptual, intellectual, and social structures of the field, as well as to map the knowledge base concerning the development, implementation, and evaluation of e-government initiatives designed to enhance public service quality. Articles indexed in the Scopus database between 2001 and 2025 were analyzed. The findings are presented in two main stages. The first stage provides a quantitative overview of the field, including tables, charts, and maps, highlighting key performance indicators such as publication output, citation metrics, and international collaboration networks. The second stage employed an inductive analysis to identify three principal clusters in the cited literature and to determine research gaps based on the bibliometric findings. The results indicate that while research on e-government has expanded considerably over the past decade, the quality of public services delivered through digital platforms remains uneven across countries. Developing economies face greater challenges in both adoption and implementation compared to developed nations. Overall, these findings provide a comprehensive overview of the field, offering valuable insights for scholars regarding future research directions related to e-government service quality, thereby guiding further studies to address existing gaps and improve digital public service delivery.