Six sigma approach to improve quality in e-services: An empirical study in Jordan

Salah Alhyari, Moutaz Alazab, Sitalakshmi Venkatraman, Mamoun Alazab, Ammar Alazab

Research output: Contribution to journalArticlepeer-review


This paper investigates the application of the Six Sigma approach to improve quality in electronic services (e-services) as more countries are adopting e-services as a means of providing services to their people through the Web. This paper presents a case study about the use of Six Sigma model to measure customer satisfac-tion and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 customers of Jordan's e-services is conducted and problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria: Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The study indicates a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service in a newly launched e-service programme, but also widen its scope in investigating other service dimensions and perform comparative studies in other developing countries.

Original languageEnglish
Article number3
Pages (from-to)57-74
Number of pages18
JournalInternational Journal of Electronic Government Research
Issue number2
Publication statusPublished - 1 Apr 2012
Externally publishedYes


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