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

Journal of Economics, Finance and Management (JEFM) ISSN: 2958-7360 Vol. 4, No. 6, December 2025 This is an open access article under the CC BY-NC-ND license. http://journal-efm.fr 1598 E-Government and Service Quality Research: A Science Mapping-Based Bibliometric Analysis Du Thi Chung Faculty of Marketing, University of Finance - Marketing, Vietnam Nguyen Ngoc Bich Tram Faculty of Marketing, University of Finance - Marketing, Vietnam 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 egovernment 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. Keywords: Bibliometric analysis; digital government; e-government; e-service quality; service quality; science mapping Digital Object Identifier (DOI): https://doi.org/10.5281/zenodo.18049002 Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1599 1. Introduction The digital transformation of public administration has elevated e-government into a key driver of enhanced service delivery, enabling governments to provide more efficient, transparent, and citizen-centric services. Scholars define e-government as the use of information and communication technologies (ICTs), particularly the Internet, by governments to achieve better governance (OECD, 2014; Rawat, 2020. This modern approach to governance supports not only enhanced administrative efficiency but also promotes effectiveness, openness, transparency, innovation, participation, and public trust (OECD, 2014, Sangki, 2018). Additionally, the implementation of e-government helps reduce bureaucratic barriers and improves service accessibility (Paselle et al., 2025). Despite the global benefits of digital governance, disparities persist across countries. Developing nations often encounter challenges such as infrastructure limitations, digital divides, and institutional resistance, which impede the equitable rollout of e-government initiatives (Paselle et al., 2025). Research on service quality within e-government has become central, as it plays a crucial role in shaping citizen trust and satisfaction. Scholars have adapted models like SERVQUAL to the context of e-government, integrating factors such as ease of use, security and privacy, system reliability, and trustworthiness to evaluate service delivery performance in the digital sphere (Paselle et al., 2025). Although a considerable number of review studies on e-government have been conducted, most remain confined to specific dimensions rather than offering a comprehensive perspective. Tremblay-Cantin et al. (2023) synthesized research on citizens’ adoption of e-government services, whereas Sá et al. (2016) and Desmal et al. (2022) examined online service quality models, including those applied to mobile government services. The evolution of e-government has been explored through leadership and bibliometric perspectives by Elmatsani (2024) and Song et al. (2024). In parallel, Arias et al. (2018); Mohamed and Mohammed (2023) reviewed digital government and service quality; however, their works were constrained by the common shortcomings of traditional reviews, such as narrow keyword searches and reliance on limited databases, which excluded specialized e-government journals and may have led to the omission of significant studies. Consequently, despite offering useful insights, prior research has not provided a comprehensive understanding of the relationship between e-government and public service quality on a global scale. This gap highlights the need for a more systematic review using bibliometric analysis and science mapping to capture the intellectual structure of the field, trace its development, and identify research gaps and future opportunities. Bibliometric analysis has become increasingly popular in business research due to the advancement of accessible software (e.g., CiteSpace, Gephi, Leximancer, VOSviewer) and databases such as Scopus and Web of Science, as well as the cross-disciplinary transfer of methods from information science (Donthu et al., 2021; Khan et al., 2021, Öztürk et al., 2024). Its growing use reflects not a trend but its utility in managing large volumes of data and generating impactful research outcomes. Scholars employ bibliometric analysis to uncover trends in article and journal performance, collaboration patterns, and the intellectual structure of a field (Donthu et al., 2021; Verma & Gustafsson, 2020). By making sense of massive, objective datasets (e.g., citations, publications, keyword occurrences), it enables researchers to map cumulative knowledge, identify gaps, generate novel ideas, and position their contributions within the broader literature. Bibliometric analysis techniques are commonly categorized into two primary approaches: (1) performance analysis and (2) science mapping. Performance analysis focuses on assessing the contributions of various research constituents, whereas science mapping highlights the connections and intellectual interactions among them (Donthu et al., 2021). Science mapping examines the relationships between research constituents, thereby revealing how knowledge evolves and connects within a given domain (Baker et al., 2020; Donthu et al., 2021). By focusing on intellectual interactions and structural connections, Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1600 this approach is particularly valuable for understanding the fragmented yet rapidly growing body of work on e-government quality. Using techniques such as citation analysis, co-citation analysis, bibliographic coupling, co-word analysis, and co-authorship analysis, researchers can identify influential studies, core themes, and collaborative networks that shape the field (Donthu et al., 2021). When integrated with network analysis, these techniques provide a comprehensive view of both the bibliometric and intellectual structures of a research domain (Baker et al., 2020; Tunger & Eulerich, 2018). Applied to e-government quality, science mapping enables scholars to trace the evolution of key concepts such as trust, user satisfaction, and service efficiency, while also identifying emerging research streams and gaps that offer valuable directions for future inquiry. The aim of this study is to conduct a bibliometric analysis to identify and examine the scientific literature on e-government and service quality. Specifically, the study seeks to uncover the main topics, authors, sources, most cited articles, and countries contributing to the field, as well as to map its conceptual, intellectual, and social structure. In doing so, the study will identify the knowledge base underpinning the intersections of e-government, digital governance, and public service quality. To meet these objectives, articles indexed in the Scopus were retrieved and analyzed, encompassing publications from 2001 to through August, 2025. This timeline allows for a comprehensive understanding of the evolution of academic interest and thematic development in the field over time. Research questions (RQ) guiding this study include: RQ1: What are the main themes, influential authors, key sources, and contributing countries in e-government and service quality research? RQ2: Which articles and citation networks are most prominent in the field? RQ3: What gaps exist in the literature, and what directions for future research can be proposed? This paper is structured as follows: Section 1 introduces the study, outlining its objectives and research questions. Section 2 reviews bibliometric analysis methods. Section 3 describes the methodology, including the search and selection process. Section 4 presents the results, followed by the discussion in Section 5. Finally, Section 6 concludes the paper by highlighting key insights and suggesting directions for future research. 2. Literature Review 2.1. E-government and service quality The relationship between e-government and service quality has been a central theme in public administration and information systems research over the past two decades. Egovernment is broadly defined as the use of information and communication technologies (ICTs) by governments to deliver services, enhance transparency, and improve interactions with citizens, businesses, and other stakeholders (Güler & Büyüközkan, 2023; United Nations, 2024). Service quality, in this context, refers to the effectiveness, efficiency, and user satisfaction with digital public services. Studies have emphasized that the success of egovernment initiatives depends not only on technological adoption but also on how well these platforms meet citizens’ expectations of accessibility, reliability, and responsiveness (Parasuraman, Zeithaml, & Berry, 1988; Shareef et al., 2014). Research on e-government service quality is largely descriptive, addressing only certain aspects of service quality, and has included collecting users’ opinions on e-government web page factors, benchmarking e-government implementation, and adapting instruments originally developed to assess user perceptions and evaluation criteria of e-commerce website quality (Papadomichelaki & Mentzas, 2012). Scholars have increasingly applied the SERVQUAL model and its derivatives to evaluate the quality of e-government services. Dimensions such as reliability, responsiveness, assurance, empathy, and tangibility remain relevant, but they have been adapted to fit the digital environment, often incorporating additional factors such as system Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1601 security, usability, and trust (Alanezi et al., 2010; Akinci et al., 2010). Trust, in particular, has been consistently identified as a critical determinant of user satisfaction and continued use of e-government platforms (Carter & Bélanger, 2005; Rana et al., 2015). Furthermore, service quality in e-government has been linked to broader governance outcomes, including citizen participation, social inclusion, and institutional legitimacy (Dwivedi et al., 2017). 2.2 Bibliometric analysis and science mapping approach Bibliometric analysis, a method that enables a comprehensive review of all literature relevant to any research field, has been receiving increasing attention (Öztürk et al., 2024). Advanced bibliometric analysis is a reliable tool that objectively evaluates the global impact of scientific work, uncovers research structures and interdisciplinarity, and traces knowledge flows and socio-economic issues (Van Raan, 2014, Donthuet al., 2021). Owing to its methodological advantages and practical convenience, bibliometric analysis has recently been extensively applied in business and management, facilitated by advancements in database processing, software tools, and visualization techniques (Öztürk et al., 2024). The main methods of science mapping include co-citation analysis, bibliographic coupling, co-word analysis, and co-authorship analysis (Donthu et al, 2021; Chen et al., 2023). These techniques provide a systematic way to visualize and understand the intellectual structure of a research field. Co-citation analysis helps identify seminal works and the foundations of knowledge. Bibliographic coupling enables the discovery of emerging topics by linking studies that share common references. Co-word analysis reveals thematic trends and the evolution of concepts in the literature. Finally, co-authorship analysis highlights collaboration patterns among researchers and institutions. Together, these methods allow scholars to uncover both the historical roots and the current dynamics of scientific fields, thereby supporting more informed research directions. Bibliometric studies have revealed a steady growth in research output addressing egovernment and service quality. Early works primarily explored technological adoption and digital divide issues, while more recent studies have examined user experience, mobile government, and smart governance as extensions of the traditional e-government paradigm (Yildiz, 2007). Geographic patterns also show that most research has been concentrated in developed economies, though emerging markets have gained more attention in recent years as governments in Asia, Africa, and Latin America expand their digital service infrastructures (Heeks & Bailur, 2007; Alcaide-Muñoz et al., 2017). Additionally, the integration of artificial intelligence, blockchain, and data analytics in e-government systems raises new challenges and opportunities for service quality evaluation (Wirtz & Müller, 2019). This bibliometric analysis therefore seeks to systematically map the intellectual structure of the field, identify influential works and emerging themes, and provide a knowledge base for future research on e-government and service quality. 3. Research Method This study adopts a bibliometric analysis approach to systematically examine the body of research on e-government and service quality. Bibliometric analysis has become a widely accepted method for quantitatively assessing scientific outputs, identifying research trends, and visualizing intellectual structures within a given field. The analysis was conducted in several steps, as detailed below. This study follows the bibliometric analysis guidelines proposed by Donthu et al. (2021) and is conducted in four main steps using data retrieved from the Scopus database, which is recognized as one of the most comprehensive sources of peer-reviewed publications. First, the scope and objectives were clearly defined, with the study focusing on the intersection of e-government and service quality to identify intellectual structures, influential studies, emerging themes, and research gaps in this domain. Second, data were systematically collected from Scopus by applying relevant keywords such as “e-government” and “service quality” in the advanced search function, with the search restricted to peer- Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1602 reviewed journal articles, conference papers, and review articles to ensure quality and relevance; the final dataset was exported in CSV format for further analysis. Third, the retrieved data were processed and analyzed using CiteSpace software to conduct co-citation analysis, coauthorship analysis, and keyword co-occurrence analysis, thereby mapping the knowledge structure, identifying influential authors and institutions, and detecting thematic clusters and research frontiers. Finally, the results were interpreted and reported by organizing the findings into intellectual, social, and conceptual structures, which highlight the evolution of research on e-government and service quality and are discussed in terms of theoretical contributions, practical implications, and directions for future research. The research data for this study were extracted from the Scopus database (https://www.scopus.com) on August 2, 2025. The bibliographic records retrieved from this database were primarily analyzed using statistical and bibliometric techniques, which are widely recognized as robust methods for mapping the intellectual structure of a field (Donthu et al., 2021). The data collection and validation process was conducted in several steps. First, the research team defined the query expression. An initial search was performed based on core subject keywords, followed by the identification of related terms to refine the second round of queries. The main keywords related to electronic governance were “E-government” and “Digital government,” while the keywords associated with service quality were “service quality” and “e-service quality.” Based on these, the final search formula was structured as follows: ( TITLE-ABS-KEY ( "E-government" OR "Digital government" ) AND TITLE-ABSKEY ( "service quality" OR "e-service quality" ) ) AND ( LIMIT-TO ( LANGUAGE , "English" ) ) Detailed information on language restrictions, document types, research time span, and the number of retrieved records is presented in Table 1. The retrieval was restricted to Englishlanguage publications within the time span of 2001 - 2025, and only articles, conference papers, conference reviews, and review articles were included. Non-article materials such as book chapters (32), books (4), errata (1), and retracted items (4) were excluded, resulting in a final dataset of 505 documents. Specifically, the dataset consists of 263 journal articles, 215 conference papers, 16 conference reviews, and 11 review articles. The retrieved records were exported into VOSviewer for further processing and bibliometric mapping. The software confirmed that no duplicate records existed, thereby validating the use of the full dataset as the research sample. This comprehensive dataset serves as the basis for analyzing the intellectual, conceptual, and social structures of research on egovernment and service quality. Science mapping techniques, including citation analysis, cocitation analysis, bibliographic coupling, and co-word analysis, were mainly employed in this study (Donthu et al., 2021; Chen et al., 2023). Table 1: Research data retrieval process in Scopus Retrieval Setting Subjects Retrieve Settings and Results Database Scopus (15/8/2025) Retrieval mode (546) TITLE-ABS-KEY ( "E-government" OR "Digital government" ) AND TITLE-ABS-KEY ( "service quality" OR "e-service quality" ) ) Type of literature Article; Conference Paper; Conference review Review Artical Excluded Non-article and review: 41 - Book chaper: 32 - Book: 4 - Erratum: 1 Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1603 - Retracted: 4 Language type English Time span 2001 - 2025 Retrieval results Total paper: 505 - Article: 263 - Conference Paper: 215 - Conference review: 16 - Review Artical: 11 Source: Analysis results from VOSviewer software 4. Results 4.1. Overviews 4.1.1 Publication Trends The chart illustrates the development of scientific publications on e-government and service quality from 2001 to 2025. The horizontal axis (X-axis) represents the timeline, while the vertical axis (Y-axis) shows the number of scholarly outputs, including journal articles, conference proceedings, book chapters, and reviews. The blue line indicates the number of publications per year, whereas the orange line reflects the cumulative number of publications over the observed period. During the initial phase (2001–2006), the annual number of publications remained very low, fluctuating between 1 and 4. Nevertheless, between 2004 and 2006, there were early signs of growth, as cumulative publications increased from 3 to 12. The early growth phase (20072012) witnessed a strong upward trend, with remarkable increases in 2009 (18 publications), 2010 (27), and 2011 (26). By the end of 2012, the cumulative total had reached 127, signaling that the research field was beginning to attract significant scholarly attention. The stable development phase (2013–2019) was characterized by consistent annual outputs ranging from 15 to 25 publications. By 2019, the cumulative number of publications had reached 328, reflecting steady development though without major breakthroughs. In contrast, the strong growth phase (2020-2024) marked a surge in productivity, with notable peaks in 2020 (38 publications), 2022-2023 (47 each year), and 2024 (40). The cumulative total rose sharply to 480 by the end of 2024. This acceleration can be attributed to the global shift toward digital governance and the heightened demand for studies on e-service quality, particularly as the COVID-19 pandemic accelerated the adoption of digital public services. For the current year 2025 (data up to August 2025), 22 publications have been recorded, and this number is expected to increase by the end of the year. At present, the cumulative total stands at 502 publications, confirming the sustained growth trajectory of the field. From a broader perspective, several key trends emerge. First, the long-term pattern demonstrates strong and sustained development, as evidenced by the steadily rising cumulative curve. Second, breakthrough periods can be observed between 2007-2012 and after 2020, reflecting the influence of rapid technological progress, digital transformation agendas, and the impacts of COVID-19. Finally, despite year-to-year fluctuations, the average annual output has stabilized at approximately 40 publications in recent years, suggesting that the field has matured into a well-established and significant domain of research. In conclusion, the findings indicate that scholarly interest in e-government and service quality has not only grown consistently but has also become increasingly central to administrative sciences and public management studies. This trend underscores the importance of digital governance in the context of global digital transformation and highlights its role as a cornerstone of contemporary public sector research. Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1604 Source: Analysis results from VOSviewer software Figure 1. The number of annual published papers from 2001 to 2025 4.1.2. Bibliometric analysis of countries and institutions The bibliometric results reveal the top 10 most productive countries in the field of egovernment and service quality research. Indonesia ranks first with 71 publications (13.5%), reflecting its growing academic interest in this domain, although its citation count (568) and total link strength (9) indicate moderate impact and collaboration compared to others. China follows with 59 publications (11.3%), but it stands out with a considerably higher citation count (912) despite having fewer international collaboration links (5), suggesting strong influence but relatively limited global networking. Malaysia, with 38 publications (7.3%), demonstrates a balance between output and collaboration, achieving 574 citations and the highest link strength among the top three (15), showing that its research is well-connected internationally. India holds the fourth position with 32 publications (6.1%), supported by 452 citations and 5 collaboration links, reflecting steady but less globally integrated contributions. The United Kingdom, though with only 29 publications (5.5%), demonstrates exceptional impact with the second-highest citation count (1,251) and strong link strength (11), highlighting the high quality and recognition of its research. Similarly, the United States records 29 publications (5.5%), yet dominates in terms of citations (2,376, the highest) and collaboration (link strength of 15), signifying its central role and influence in shaping the field. In the Middle East, Jordan appears with 22 publications (4.2%) and a respectable 454 citations, alongside strong collaboration links (10). Greece, although contributing fewer papers (19; 3.6%), achieves 765 citations, indicating high impact per publication. Saudi Arabia also contributes 19 publications (3.6%), with 486 citations and strong collaboration ties (13), suggesting increasing regional importance. Thailand closes the list with 19 publications (3.6%) and 687 citations, supported by a link strength of 8, reflecting a growing research presence in Southeast Asia. Overall, the analysis highlights that while Indonesia and China lead in publication volume, the United States and the United Kingdom dominate in terms of citations and influence, demonstrating a clear distinction between quantity and impact in global research on egovernment and service quality. Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1605 Table 2: The top countries with the highest contributions Rank Country N (%) Citation Total Link Strength 1 Indonesia 71 (13.5%) 568 9 2 China 59 (11.3%) 912 5 3 Malaysia 38 (7.3%) 574 15 4 India 32 (6.1%) 452 5 5 United Kingdom 29 (5.5%) 1251 11 6 United States 29 (5.5%) 2376 15 7 Jordan 22 (4.2%) 454 10 8 Greece 19 (3.6%) 765 3 9 Saudi Arabia 19 (3.6%) 486 13 10 Thailand 19 (3.6%) 687 8 Source: Analysis results from VOSviewer software 4.1.3 Results of citation sources analysis The bibliometric analysis of the top 10 sources reveals a diverse range of publication outlets, including journals, book series, and conference proceedings, that have contributed significantly to the body of research on e-government and service quality. The most productive source is the ACM International Conference Proceedings Series, with 27 documents and 182 citations, indicating that conference proceedings play an important role in disseminating new research in this field. Similarly, the Lecture Notes in Computer Science (Springer Nature) published 17 papers, showing its relevance as a platform for advancing technical and applied aspects of e-government. Among journals, the International Journal of Electronic Government Research (IGI Global) contributed 16 articles with a total of 221 citations, highlighting its specialized focus on the topic. Another notable journal is Government Information Quarterly (Elsevier), which, despite publishing only 12 articles, achieved the highest citation impact with 1,126 citations and a total link strength of 36. This demonstrates its central role and academic influence in shaping the discourse on e-government and service quality. Similarly, Transforming Government: People, Process and Policy (Emerald Publishing) has strong visibility with 823 citations, confirming its position as a leading source for governance and public administration perspectives. Other conference-based outlets, such as the Proceedings of the European Conference on E-Government (16 documents) and Proceedings of the Annual Hawaii International Conference on System Sciences (7 documents), further emphasize the importance of conferences in knowledge exchange and research development within this domain. In terms of citation impact, it is clear that high-impact journals (Government Information Quarterly and Transforming Government) dominate the intellectual structure of the field, whereas conference proceedings and book series serve as primary platforms for presenting emerging studies and technical developments. Overall, the data indicate that e-government and service quality research is highly interdisciplinary, drawing contributions from information systems, computer science, and public administration, with both conferences and journals playing complementary roles in shaping the knowledge base. Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1606 Table 3: Top source had a lot of paper about this topic Rank Source Name Source Type Publisher Documents Citations Total Link Strength 1 ACM international conference proceeding series Conference Proceeding Association for Computing Machinery 27 182 8 2 Lecture Notes in Computer Science (LNCS) Book Series Springer Nature 17 186 4 3 International Journal of Electronic Government Research Journal IGI Global Publishing 16 221 16 4 Proceedings of the European Conference on e-Government, ECEG Book Series Academic Conferences and Publishing International Limited 16 71 3 5 Transforming Government: People, Process and Policy Journal Emerald Publishing 16 823 26 6 Electronic Government Journal Inderscience Publishers 12 107 12 7 Government Information Quarterly Journal Elsevier 11 1256 36 8 Proceedings of the Annual Hawaii International Conference on System Sciences Conference Proceeding IEEE Xplore 7 230 1 9 IFIP Advances in Information and Communication Technology Book Series Springer Nature 6 12 0 10 International Journal of Data and Network Science Journal Growing Science 5 81 4 Source: Analysis results from VOSviewer software Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1613 underscore that technology and social media are not merely communication channels but strategic governance tools that enhance citizen participation, strengthen trust, and support sustainable public value creation. Theme 6: User Satisfaction with E-Government Service Quality: This theme examines user satisfaction with e-government service quality through the application of mathematical and statistical models. Core domains include government data processing, online portals, and the World Wide Web, reflecting the digital infrastructures that enable public service delivery. Independent variables often encompass service quality dimensions, information technology capabilities, and management practices, while dependent outcomes are typically measured in terms of customer satisfaction, public satisfaction, and service effectiveness. Research in this area frequently applies structural equation modeling (SEM) and other advanced quantitative techniques to analyze complex relationships between service quality factors and user satisfaction. Representative studies include Papadomichelaki & Mentzas (2012), Floropoulos et al. (2010), Teo et al. (2008), and Rana et al. (2015). These studies demonstrate that enhancing user satisfaction requires not only robust technological systems but also effective management practices and continuous evaluation of service quality dimensions. Theme 7: Evaluation of E-Government Portals and Government Websites: This theme focuses on the evaluation of e-government portals and government websites, with particular attention to their design, quality, and functionality. Key subjects include the assessment of e-government portals and official government websites, with evaluation criteria spanning service quality, system quality, information quality, usability, and web design. Research in this area often employs benchmarking techniques and regression analysis to identify the critical factors influencing overall website quality and user satisfaction. Methodologies also include comparative assessments across different websites or case studies that highlight best practices and challenges in specific contexts. Representative studies include Alanezi et al. (2012); Alawneh et al. (2013); Li & Shang (2020); Papadomichelaki & Mentzas (2012); Sá et al. (2016); Tan et al. (2013). These studies emphasize the evaluation of egovernment portals with a focus on design, usability, service quality, trust, and user experience. Source: Analysis results from VOSviewer software Figure 5. Keywords cluster analysis Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1614 The keyword co-occurrence analysis reveals that several studies appear across multiple themes, underscoring the inherently interdisciplinary and interconnected nature of egovernment research. Many works concurrently address technology adoption, service quality, citizen satisfaction, and digital transformation, thereby contributing to more than one thematic cluster. Such overlap highlights the multidimensional character of the field, where theoretical frameworks, methodological approaches, and practical implications are closely interlinked. Hence, the classification of studies across multiple themes should not be regarded as duplication but rather as evidence of the integrative development of e-government and service quality research. From the results of the co-occurring keywords and keywords cluster analysis, the authors further explore future research trends (Figure 6). Topics such as e-service quality, the IS success model, and the technology acceptance model (TAM) show high occurrences and total link strength, indicating that these themes remain central and continue to attract significant scholarly attention. Future research can further explore ways to enhance online service quality, improve user experience, and develop predictive models of technology acceptance behavior. Keywords related electronic commerce, and government services also exhibit relatively high link strength, suggesting that the integration of digital technologies in education, e-commerce, and public services will continue to expand. Studies focusing on optimizing user experience and improving information management efficiency are expected to grow. Advanced methodological approaches, such as PLS-SEM and least squares approximations, remain widely applied, predicting that future research will continue to employ sophisticated statistical techniques to examine complex theoretical models. Source: Analysis results from VOSviewer software Figure 6. Heatmap science mapping Some topics with low occurrences (≤6), including e-government, e-government services, e-business, managers, population statistics, perceived value, and user interfaces, highlight underexplored areas. Potential research gaps include the application of e-government and egovernment services in developing countries, especially concerning user behavior, service efficiency, and satisfaction levels, as well as the role of managers in implementing e-services and optimizing user interfaces. Additionally, applying TAM and the IS success model in lessstudied sectors, such as emerging public online services or local e-commerce, represents a promising avenue. Research on perceived value within the context of e-services is also needed Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1615 to better understand how users evaluate the benefits and value of online services. In summary, while central research will continue to emphasize service quality, technology acceptance models, and advanced analytical methods, significant gaps remain in e-government applications, managerial roles, user interface design, and perceived value assessment, presenting promising opportunities for future investigation (see Figure 6). 5. Conclusion This study conducted a comprehensive bibliometric analysis of the literature on egovernment and service quality published between 2001 and 2025. By examining 505 articles, the research identifies influential authors, highly cited studies, leading journals, and countrylevel contributions. The findings highlight three major intellectual clusters and show that although research on e-government has expanded considerably over the past two decades, significant disparities remain in the quality and effectiveness of digital public services, particularly between developed and developing economies. Beyond mapping the conceptual, intellectual, and social structures of the field, the study also emphasizes the continuing importance of themes such as e-service quality, the IS success model, and technology acceptance behavior, which remain central to scholarly inquiry. Nevertheless, several limitations should be acknowledged. First, the analysis is based solely on the Scopus database, which may have excluded relevant studies indexed in other sources such as Web of Science, Google Scholar, or regional repositories. Second, bibliometric techniques, while effective in mapping research trends and structures, cannot fully capture the theoretical depth or contextual nuances that qualitative or mixed-method approaches might provide. Third, the temporal cut-off at 2025 means that ongoing and recently emerging studies may not yet be adequately reflected in citation patterns. Finally, variations in national contexts, including digital infrastructure, governance capacity, and cultural factors, are not fully addressed, which may limit the generalizability of the findings. Looking forward, future research should build on the gaps identified in this study. In particular, further investigation is needed into e-government applications in developing countries, the role of managers in implementing digital services, and the optimization of user interfaces. Studies focusing on user behavior, service efficiency, perceived value, and satisfaction can also provide valuable insights for improving digital public service delivery. Methodologically, employing advanced approaches such as PLS-SEM, structural equation modeling, and mixed-method designs would allow for a more nuanced examination of complex relationships between technological, organizational, and user-related dimensions. Moreover, extending research into emerging areas such as e-learning, local e-commerce, and novel public online services represents a promising direction, particularly when integrated with established frameworks like the IS success model and TAM. Addressing these underexplored areas will help advance theoretical development while offering practical strategies for delivering highquality, inclusive, and user-centered e-government services. FUNDINGS This research was funded by University of Finance - Marketing, Vietnam. Research project code: CS-UD-48-25. DISCLOSURE STATEMENT The author reports there are no competing interests to declare. Journal of Economics, Finance and Management (JEFM) - ISSN: 2958-7360 http://journal-efm.fr 1616 REFERENCES Akinci, S., Atilgan-Inan, E., & Aksoy, S. (2010). Re-assessment of ES-Qual and E-RecS-Qual in a pure service setting. 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