Purpose – The purpose of this paper is to test the adequacy of SERVQUAL within the context of public online services, more specifically those provided by the Department of Taxation through its web‐based electronic declaration system. Design/methodology/approach – Following a quantitative...

Purpose – This study aims to analyse the driving forces that either favour or inhibit internet adoption by organisations operating in the non‐profit sector. Design/methodology/approach – Following a quantitative methodological approach, a national survey was applied to a sample of 392...