Measuring the service quality of governmental sites: Development and validation of the e-Government service quality (EGSQUAL) scale

•Reports the development of the Electronic Government Service Quality EGSQUAL scale.•The 21 items, multidimensional scale was established using academics and experts input.•Validated on two samples involving 545 and 1015 Canadian citizens.•Nomological validity shown in a follow-up study using the usa.gov and ny.gov sites.•Quality captured by seven latent factors including quality of assistance and website functionality.