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Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue.
Journal of Electronic Commerce in Organizations
Abstract
Abstract Asgovernment,organizations have begun ,increasingly to communicate ,and interact with citizens via the Web, providing services has demanded acute understanding of the requirements of users and appropriate tailoring of solutions. In this paper, we examine the results of a survey of the quality of a Web site provided by the,UK Government. The site is that of the Inland Revenue. The survey was administered directly after the launch of a,new system to enable online submission of self-assessed tax returns. The instrument, E-Qual, draws on previous work in Web site usability, information quality, and service interaction
... In another study, Parasuraman Zeithaml & Malhotra (2005) devised another quality index factors (named E-S-Qual) based on another set of quality factors: efficiency, fulfilment, system availability and privacy. However, in the literature, there have been three core quality factors that relate directly to consumers' satisfaction including (Barnes & Vidgen, 2003): ...
... is a significant dimension that has been researched in several areas such as marketing, e-commerce and IS (information systems) quality research (Barnes & Vidgen, 2003). Interaction and service quality is dimension that significantly influences the consumer satisfaction. ...
... Usability: is a main stream of research that is found within the domain of human computer interaction. This concept is recently known as web usability (Barnes & Vidgen, 2003). Usability relates to "the extent to which the user and the system can communicate clearly and without misunderstandings through the interface" (Benbunan-Fich, 2001). ...
As Jordanian telecommunication organizations have begun increasingly to communicate and interact with their consumers via the Web, providing such a service has demanded acute understanding of consumers’ requirements and appropriate provision of solutions. In this paper, we examined the impact of Websites quality (which was measured by usability, information quality and service interaction) of four major Jordanian telecommunication organizations on the consumer's satisfaction. Survey results of 84 students, from the faculty of planning and management at Al-Balqa’ Applied University, have been collected and then analyzed using descriptive statistics and hierarchical regression. The results of this study showed that the usability and services interaction were highly significant factors that directly affected the consumers’ satisfaction according to the testing model.
... Genel olarak, Alpha katsayısı 1'e ne kadar yakınsa geliştirilen test de o kadar güvenilirdir (Field, 2005, s. 668; Kayış, 2006, s. 405 E-Qual ile ilgili çalışmalarda toplanan verilerden indeks değerleri elde edildiği ve hizmet kalitesi boyutları ile ilgili tüm analiz ve karşılaştırmaların bu veriler üzerinden yapıldığı görülmektedir. Barnes ve Vidgen'in (2000, 2003a, 2003b yöntemine göre 22 soru için elde edilen ham verilerin ortalamaları alınmakta, daha sonra bu veriler ağırlıklandırılarak yeni ortalamalar elde edilmektedir. Bu ağırlıklı ortalamalar da verilebilecek en yüksek puan olan beş ile çarpılmakta ve "ağırlıklı puan" olarak adlandırılmaktadır. ...
... Ancak daha önce belirtilen kaygılar bu yöntem için de geçerlidir. Barnes ve Vidgen'in (2000;2003a;2003b; yöntemine göre ağırlıklı ve maksimum puanlar hesaplanmaktadır. Bunlar beklenti ve algı puanlarından elde edilmektedir ancak farkları yerine birbirlerine olan oranları alınmaktadır. ...
... Çalışmamızda Idefix ve ULAKBİM web sitesi kullanıcılarına E-Qual ölçeğinde yer alan sorular çevrimiçi anket yolu ile uygulanmıştır. Başlangıçta, elde edilen verileri değerlendirmek için önceki çalışmalarda (Barnes ve Vidgen, 2000;2003a;2003b; Kullanılabilirlik ile güven boyutları Idefix bulgularımızla paralel olarak önceki E-Qual testlerinde de kullanıcılar tarafından farklı gruplar olarak değerlendirilmiştir (Barnes ve Vidgen, 2002;2003b;. ULAKBİM analizlerinde "Güven" boyutunun "Bilginin niteliği" ile birlikte değerlendirilmesi literatürde daha önce rastlanan bir durum değildir. ...
... Glassey and Glassey [16] Connectivity, actuality, navigability, accessibility, interactivity, and transparency Swiss French official website Barnes and Vidgen [17] Usability (site design), information quality (accuracy, format, and relevance), and service quality (trust and empathy) UK Inland Revenue website Sukasame [18] Reliability, content, ease of use, linkage, and self-service Thai public websites Jansen and Ølnes [19] Accessibility, user orientation, and useful services Norwegian public websites Horan et al. [20] Effectiveness, productivity, safety, and user satisfaction US Advanced Travel Information Systems Torres et al. [21] Electronic services (general services, education, economic affairs, social services, and cultural/ leisure/sports), electronic participation (political dimension, fiscal responsibility, and civic dialogue), and network maturity 12 cities in 35 EU countries Baker [14] Online service, navigation, user assistance, information structure, legal protection, and accessibility adjustment American government websites ...
... Information quality describes a government website's ability to provide timely, accurate, comprehensive, concise, and relevant information in line with citizens' needs [17,33,34]. According to the service development stages of e-government discussed in different studies [42,43], although e-government services have gradually developed from an original static stage characterized by unilateral information promulgation to an interactive phase in which they handle official business between the government and the public, information quality is still a vital component of high-quality online public service and a good user experience [44]. ...
Citizens’ low continuous-use intention has become a great challenge for the development of e-government in China. This study has developed a chain model of e-government service quality, perceived value, and citizens’ continuous-use intention to explain the relationship between government website service quality and perceived value, as well as how that relationship influences citizens’ reuse intention. Using data collected from a survey of 1,650 citizen users living in one direct-controlled municipality and four high-population cities in China, this study verifies the components of e-government service quality through partial least squares (PLS) analysis and then tests the proposed concept model using structural equation modeling. The results reveal that the concept of e-government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and citizens’ continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction.
... Only a limited number of studies have contributed to the understanding of the e-service quality world from the taxpayers' perspective. These studies do, however, not fully encapsulate the e-service quality perspective of a tax practitioner in a tax authority setting (Barnes and Vidgen, 2007;Connolly and Bannister, 2008;Hu et al., 2009;Hwang, 2000;Rotchanakitumnuai, 2008). ...
... The first reported e-service quality study in a tax authority setting was done by Hwang (2000) who did not develop a new service quality model, but performed closed-ended question surveys in the tax agency environment which focused on citizens' technology acceptance and sought ways to encourage citizens' adoption of e-government services. Barnes and Vidgen (2007) later examined the quality of the website of the Inland Revenue of the UK government, using an existing general service quality model, the E-Qual method (previously called WebQual). Although rich qualitative data was generated from their open-ended questions, they used the qualitative data mainly to triangulate the quantitative results. ...
Tax revenue forms the backbone of any economy. The quality of the e-services provided by a revenue authority is therefore crucial, as e-service quality directly influences the burden of complying with tax obligations, and hence directly affects the tax compliance climate in a country. The aim of the study is the development of a conceptual e-service quality framework for South Africa that encapsulates the lens of a tax practitioner in a revenue authority setting. In order to develop the conceptual lens of the tax practitioner, an in-depth, qualitative approach was used to identify a comprehensive range of attributes and determinants that potentially drive service quality in the revenue service setting. One such qualitative method is the critical incident technique, which relies on a set of procedures to collect comments on service experiences, to perform a content analysis and to classify the observations of the reported service experiences. This study proposes a theoretical e-service quality framework that encapsulates the lens of the tax practitioner in a revenue authority setting. Findings from this study may advance the understanding and the management of the service quality of the electronic services in a revenue authority setting.
... In the case of the citizenry, they are not customers but are actors in the process and as such, they need to be engaged. In order for this to happen, there needs to be a deeper analysis of trust [9] [10]. Trust in the context of e-government is complex and multi-dimensional. ...
... As a result of the analysis of the normative literature and the empirical studies therein, a synthesis of measures for building trust is developed which can be roughly mapped on to the four domains of electronic environments as part of the taxonomy of e-government trust. These are: • Information Quality: The quality of information on government websites, in terms of its currency, accuracy, relevance and validity increased the perception of trust with users, which supports Chopra and Wallace's (2003) first area of trust generation through "information" (Barnes & Vigden 2004;Gilbert et al.2004) [10]. • Technology Measures: efforts for reducing technology relevant risks to recover from errors or problems without impacting seriously on other parts of the system. ...
... The other emerging stream of e-services research is centered around public sector organizations such as e-government services, whose prime objective is to increase the accessibility, efficiency, and transparency of service operations that are expected to enhance the empowerment of the social stakeholders (Tan et al., 2010). Few scholars have taken the initiative to develop separate tools to assess e-government service quality (Eschenfelder et al., 1997), while most others have adapted the tools developed for e-commerce services into the e-government context (Barnes and Vidgen, 2004;Alanezi et al., 2010;Papadomichelaki and Mentzas, 2011). ...
... Some authors have also made independent efforts to assess e-government service quality from the user's perspective. Barnes and Vidgen (2004) adopted three basic dimensions: usability of the web site, information quality, and service quality or service interaction, to evaluate the service quality of a government web site. In another approach to evaluating government web site quality, Eschenfelder et al. (1997) adopted two broader dimensions: information content criteria, and ease of use criteria. ...
Purpose
– The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as businesses, citizens, etc. are the service recipients. In this regard, the authors extend their attention to a core service context and identify the existence of “credence-based” service setting that may involve more than two parties such as government, citizens, and third-party institutions (TPIs).
Design/methodology/approach
– An in-depth literature review is performed to build a conceptual foundation for the proposed service environment. A case of an Indian context is exemplified to understand the credence-based service setting and advocate the suitability of broader dimensions of service quality assessment, and propose a preliminary model of service quality assessment in the given context. The case study approach is adopted for gathering and analyzing the data. The data are collected from government web sites, semi-structured interviews with government officials, and students.
Findings
– The paper finds that the existence of TPIs changes the nature of normal government to citizen (G2C) service interaction. Service quality conceptualization for this particular kind of e-government setting is bi-dimensional in nature which involves two separate but interdependent constructs quality of information, and quality of service Interaction that collectively contributes to service quality and empowerment of the recipients.
Originality/value
– The present work attempts to differentiate the service context of credence-based e-government setting with the traditional conceptualizations of e-government service environments.
... Hence, ease of use refers to the user's degree of belief regarding the effortless usage of a technical system (Davis, 1989). With regard to e-government systems, the concept has been used successfully in a number of studies (Barnes & Vidgen, 2004;Chan et al., 2010;Ozkan & Kanat, 2011;Wang, 2003). Furthermore, the related concept of effort expectancy is also used regularly (AlAwadhi & Morris, 2008;Al-Sobhi, Weerakkody, & El-Haddadeh, 2011;Van Dijk, Peters, & Ebbers, 2008;Wang & Shih, 2009). ...
... Research dealing specifically with interactivity of e-government platforms is quite sparse (Barnes & Vidgen, 2004;Sacco, 2007). But in the context of the increasing relevance of social media offers, aspects of interaction are regularly used to extend the research model. ...
E-government applications have become an important interface between citizens and public administration. However, quantitative research on e-government usage shows a tendency toward generic research models and in part lacks statistical rigor. Especially mediating conditions are often not taken into account appropriately. This contribution addresses this gap and provides a conceptually extended model of technology acceptance in the context of online city portals. The proposed model is tested with a large sample (n = 1,273) using structural equation modeling. Ease of use, usefulness, and privacy were found to be determinants of e-government portal acceptance, which in turn determines continuance intention of e-government portals. Furthermore, Internet competence and need for personal interaction were found to be direct determinants of continuance intention on the level of individual user appeal. The findings are discussed in terms of theory, and implications for public managers of online city portals are derived.
... Although Barnes and Vidgen (2004) proposed an instrument for evaluating the website of the UK Inland Revenue and its Interactivity e-Government website. It is not used in this study, instead, the Diniz model was used as it is more straightforward and easy to use as explained earlier in Section 2.2. ...
... At the time of the study, there were four out of 17 banks, which did not have websites (i.e., YKB, SIB, RB and WB). It is not surprising that none of the banks provided tax payment services to the Inland Revenue Department (IRD) via IB, because the IRD system does not exist in Yemen as it does in New Zealand and UK (Barnes and Vidgen, 2004). The evaluation of the bank websites using Chung and Paynter's (2002) model was performed in the period 2004-2007 and the results of the evaluation are presented in Table 9. ...
The internet offers the banking sector a new channel for delivering
services to its customers, and extending its presence beyond the country’s
borders. Internet Banking (IB) is rapidly growing in Yemen. However, it is
generally believed that IB practices are not progressing at the same level.
Since there is no previous study on how the banking sector in Yemen utilises
internet technology, this study is one of the first academic studies of banks
website evaluation in the region. It measures the tendency of banks in Yemen
towards IB adoption. Our evaluation considers two parts. The first part
discusses the theoretical techniques and models of web evaluation. The second
part is reserved for the analytical issues, which analyse the existing websites of
banks in Yemen based on those several models’ guidelines. This study has
classified the web evaluation techniques into three categories: utilisation,
interactivity and contents. All these techniques will be used in the evaluation of
bank websites in Yemen.
... WebQual 3.0 found that all of quality dimensions could be categorized into three distinct areas: Site quality, information quality, and service interaction quality (Barnes and Vidgen, 2001). Barnes and Vidgen (2003) developed WebQual 4.0 to evaluate the quality of a website in the context of online shopping. The authors adopted the three dimensions of website quality from WebQual 3.0, usability, information and service interaction. ...
... Authors and context Factors Liu and Guo (2008) Online shopping website in Taiwan Content -complete, correct, and relevant product and service information Accuracy -a correct technical function of website system Format -a clear and logical format Ease of use -how useful the shopping website is Timeliness -fast response time and up-to-date information Rauniar et al. (2009) C2C online auction website in the U.S. Content -relevance and completeness information Format -a clear information presentation and well designed layout Ease of use -how easy a shopping auction website is to use and how effective for bidders to accomplish bidding and winning activities Timeliness -Up-to-date information Security * -protect buyer's personal information and from fraudulent sellers Transaction * -the post-bidding activities facilitated by the website to transfer the merchandise from the seller to the auction buyer and payment from buyer to the seller Product variety * -the different product categories, difference brands within each product category and different auction listing of the same product by different sellers on the website Note: * additional factors Authors and context Factors Cheung and Lee (2005) Online shopping Information quality Content -relevance and completeness of website information Accuracy -the reliability of website content Format -how the information presented in the website Timeliness -Updated information System quality Ease of use -how easy the online shopping system is to use and how effective they are in helping customers to accomplish their tasks Navigation * -the sequencing of pages, the organization of layout, and consistency of navigation tools Response time * -the speed of access and information downloading, and the availability of the websites at all times Security * -the website's ability to protect consumer personal information collected from its electronic transaction through unauthorized use or disclosure Service quality Responsiveness -Providing prompt service, helpful guidance when problems occur, and accurate information about the products or service Assurance -knowledge and courtesy of service providers and their ability to provide trust and confidence First, the EUCS model included five website features, but this research model proposed ten features under three sub-dimensions. Barnes and Vidgen's (2003) website features can be categorized into three conceptual groups, usability, information and service interaction. Usability deals with the qualities related to the functional use of a website and the website design such as ease of navigation and website appearance. ...
... As e-government comes into effect, government organisations should make performance evaluation to see whether it is capable of doing the task and delivering services as expected. For this reason, researchers have been developing evaluation criteria and evaluation methods for e-government websites (Fei et al., 2008;Fasanghari and Habibipour, 2009;Ju et al., 2006;Büyükozkan and Ruan, 2007;Zhu et al., 2007;Peters et al., 2004;Fei and Yu, 2009;Garcia et al., 2005;Barnes and Vidgen, 2004;Gant and Gant, 2001). ...
... The proposed approach integrates two MCDM methods: weight of evaluation criteria determined through FAHP and the websites are ranked by applying fuzzy extended VIKOR. Hybrid approach is commonly used by the researchers (such as: Fei et al., 2008;Choudrie et al., 2004;Fasanghari and Habibipour, 2009;Ju et al., 2006;Büyükozkan and Ruan, 2007;Zhu et al., 2007;Peters et al., 2004;Fei and Yu, 2009;Garcia et al., 2005;Barnes and Vidgen, 2004;Law, 2007;Tzeng et al., 2005;Sun and Lin, 2009;Hsia and Chou, 2006;Delice and Güngör, 2009;Hwang et al., 2004;Tsai et al., 2010;Parthiban et al., 2009;Jajimoggala et al., 2010Jajimoggala et al., , 2011. Because of the human subjectivity and inaccurate judgement of decision makers, FAHP is used for evaluation of criteria. ...
E-government websites play an important role in the knowledge society not only by accelerating bureaucratic procedures but also enhancing citizen commitment to democracy. The acceptance of democracy (in its fullest sense) means considering the citizen as customer, making citizen satisfaction the ultimate target. Therefore, in addition to web design characteristics, e-service and e-democracy are taken into account in e-government website evaluation. Fuzzy logic is employed due to the properties of the evaluation process. Experts evaluated the criteria weights using fuzzy AHP, and the e-government websites from a group of selected EU countries using fuzzy VIKOR as a multi-criteria decision making (MCDM) technique, and a ranking was obtained. The unique properties of the paper can be listed as the formation of criteria using two kinds of fuzzy numbers, combining two MCDM methods, and applying this methodology to the problem of website evaluation for the first time.
... Step 3: Review of previous studies related to the consumers' online purchasing behaviour revealed that information content was one of the factors which are affected online purchasing behaviour [21,24] and this factor will either attracts or repels online customers. According to Szymanski and Hise [30], consumer satisfaction with regard to the online purchasing is largely determined by the quality of the site's product information. ...
... Website information quality (with seven items), which is one of the dimensions in WEBQUAL4, proposed by Barnes and Vidgen [21], was additional factor included in the web-based factors of this study. 24 items of these five factors (Refer to Table 1) were developed in the questionnaire. ...
The growing use of internet and online purchasing among young consumers
in Malaysia provides a huge prospect in e-commerce market, specifically
for B2C segment. In this market, if E-marketers know the web-based
factors affecting online buyers' behaviour, and the effect of these
factors on behaviour of online consumers, then they can develop their
marketing strategies to convert potential customers into active one,
while retaining existing online customers. Review of previous studies
related to the online purchasing behaviour in B2C market has point out
that the conceptualization and empirical validation of the online
purchasing behaviour of Information and Communication Technology (ICT)
literate users, or ICT professional, in Malaysia has not been clearly
addressed. This paper focuses on (i) web-based factors which online
buyers (ICT professional) keep in mind while shopping online; and (ii)
the effect of web-based factors on online purchasing behaviour. Based on
the extensive literature review, a conceptual framework of 24 items of
five factors was constructed to determine web-based factors affecting
online purchasing behaviour of ICT professional. Analysis of data was
performed based on the 310 questionnaires, which were collected using a
stratified random sampling method, from ICT undergraduate students in a
public university in Malaysia. The Exploratory factor analysis performed
showed that five factors affecting online purchase behaviour are
Information Quality, Fulfilment/Reliability/Customer Service, Website
Design, Quick and Details, and Privacy/Security. The result of Multiple
Regression Analysis indicated that Information Quality, Quick and
Details, and Privacy/Security affect positively online purchase
behaviour. The results provide a usable model for measuring web-based
factors affecting buyers' online purchase behaviour in B2C market, as
well as for online shopping companies to focus on the factors that will
increase customers' online purchase.
... Information quality represents how well the smart-work support service provides accurate, comprehensive and relevant information in a concise and timely manner as per users' requests ( Barnes and Vidgen, 2004;Mentzas, 2009, 2012). In a highly connected smart-work environment, the quality of shared and transferred information is still crucial in getting work done (Carter and B elanger, 2005). ...
Purpose
Smart-work has been attracting more attention since the COVID-19 outbreak hit the world in 2020. Smart-working practices do not always run smoothly despite the necessary infrastructure being in place. Taking the quality-value-loyalty chain and information system continuance model as the basis, this study aims to identify how “smart-work support service” leads to employees’ continuance intention toward smart-work. In this study, the smart-work support service refers to the infrastructure making smart-work possible and services needed to support smart-work.
Design/methodology/approach
Using data collected from a survey of 406 employees working in Korea, this study verifies the components of smart-work support service quality and dimensions of perceived value through partial least squares analysis and then tests the proposed conceptual model using structural equation modeling.
Findings
The results verified that the quality of smart-work support service consists of eight attributes while dividing the perceived value of smart-work into three dimensions and further revealed that the service quality influences the intention to continue smart-working by way of perceived value and satisfaction.
Originality/value
This study sought to explore the relationship among service quality, perceived value and satisfaction by clearly conceptualizing and measuring them in the context of smart-work, thereby ultimately understanding the impact they have on the intention to continue smart-work.
... Toro (2002) determined that the features that users are satisfied with include entertainment value, information value, interactive value, and design and usability, and that websites are supposed to satisfy all users. Barnes and Vidgen (2007) evaluated websites using a 23-item questionnaire called "Webqual". In this study, assessment questions are divided into five groups: usability, empathy, design, information and trust. ...
... Connolly et al. (2010) agree with this view and is also of the opinion that WebQual focuses on a transaction specific assessment rather than a detailed service quality assessment of an e-service. Despite their own concerns, Barnes and Vidgen (2007) changed the name of the scale to E-Qual and subsequently made use of this instrument to assess the quality of the UK's Inland Revenue website. They, however, did not validate the use of E-Qual within an online taxation environment. ...
... Connolly et al. (2010) agree with this view and is also of the opinion that WebQual focuses on a transaction specific assessment rather than a detailed service quality assessment of an e-service. Despite their own concerns, Barnes and Vidgen (2007) changed the name of the scale to E-Qual and subsequently made use of this instrument to assess the quality of the UK's Inland Revenue website. They, however, did not validate the use of E-Qual within an online taxation environment. ...
... The relevant literature on e-service quality indicates that many instruments have been developed to measure the quality of service and e-service. Such as SERVQUAL (Parasuraman et al., 1988), SERVPER (Cronin & Taylor, 1992), SITEQUAL (Yoo & Donthu, 2001), e-SERVQUAL (V.A. Zeithaml et al., 2002), WebQual (Loiacono, Watson, & Hoodhue, 2002), E-Qual (Barnes & Vidgen, 2007), eTailQ (Wolfinbarger & Gilly, 2003), E-S-Qual (Parasuraman, Zeithaml, & Malhotra, 2005), eTransQual (Bauer, Falk, & Hammerschmidt 2006), and PeSQ (Cristobal, Flavian, & Guinalıu, 2007). The studies reviewed have some limitations. ...
E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality. This chapter responded to this need by developing a theoretical model to assess the quality of e-service. In the first phase, e-service quality dimensions were extracted from the literature. Exploratory factor analysis was applied to cluster the factors effectively in developing the conceptual model. Confirmatory approach was conducted with structural equation modeling to test and validate the proposed model. The contribution of this research is the integration of various relevant dimensions affecting e-service quality into a unified e-service quality model (eSQM).
... In comparison to the EDM discussed above, service-quality-focused models are newer and tend to vary more widely in their theoretical foundations, conceptualization, and resulting empirical specification, although all are drawn from the simplistic "performance-satisfactiontrust" idea outlined above and from the "SERVQUAL" models first popularized in the 1980s (Parasuraman, Zeithaml, & Berry, 1985. With the advent of the Internet and its rapid evolution, the SERVQUAL model was adapted to the electronic commerce context (Loiacono, Watson, & Goodhue, 2002), and soon thereafter applied to e-government (Barnes & Vidgen, 2004;Halaris, Magoutas, Papadomichelaki, & Mentzas, 2007;Kaisara & Pather, 2011). Fig. 3 illustrates a typical version of the service quality model, identifying several broad elements used in innumerable studies on satisfaction with e-government. ...
Driven by the growing importance of the digital provision of government services (e-government), recent research has sought to develop and test conceptual models of citizen satisfaction and trust with these services. Yet, there remains little agreement on how to optimally model these relationships with regards to the somewhat divergent goals of explanation and prediction of citizen trust. In this paper, we test two prominent modeling paradigms of the e-government satisfaction-trust relationship: the “service quality” model and the “expectancy-disconfirmation” model. We compare several variations of these models for their in-sample explanatory abilities, out-of-sample predictive abilities, and parsimony. To test the models, we examine a pooled, cross-agency sample of survey data measuring citizens’ experiences with and perceptions of three important and widely accessed U.S. federal e-government services—the webpages of the Social Security Administration, the Internal Revenue Service, and the U.S. Census Bureau. Our findings suggest that while the expectancy-disconfirmation paradigm performs well in explanation, a parsimonious model with an “overall quality-satisfaction-trust” link is best suited for predicting trust. In addition, the service quality paradigm offers the best compromise between predictive accuracy and explanatory power. These findings offer new insights for academic researchers, government agencies, and practitioners, especially those deciding upon an empirical model to adopt to measure e-government satisfaction and its impact upon citizen trust.
... Chung and Paynter [25] have used direct observation along with user questionnaires to evaluate the e-banking sites whereas Weir [109] has relied upon sample data analysis using questionnaire approach for evaluation of e-banking site. Barnes and Vidgen [11] have used two focus groups to evaluate the e-government site whereas Verdegem and Verleye [108] have also used structure equation modeling along with focus group interviews. Papadomichelaki and Mentzas [79] have also realised user based surveys along with reliability and validity tests for the same purpose. ...
... Chiemeke et al. [19] have analyzed the parameters with relationship diagrams. Some researchers [9,79] have focused on a particular sub -domain like e-taxing and audit official sites in e-government domain. Grimsley and Meehan [36] have measured the public value of site whereas Alomari et al. [4] have determined the critical factors for adoption of egovernment websites. ...
... The overall look and design of the website was already good. ( Barnes & Vidgen, 2007) Hence, for this research, the questionnaire is structured as follows: ...
... However, these evaluations are based on the technical aspects like bounce rate, number of hits, etc., and are quite different from the users' experience of the sites. A few web evaluation indices like Barnes and Vidgen (2003) for UK, Sukasame (2004) for Thailand -are already available in literature, which were practically developed for users having geographical, educational and economic backgrounds widely differing from those of the population under study. Hence, it becomes crucial that rather than using such indices, the websites be assessed using indices specifically developed for the population under consideration. ...
In this paper, a methodology for comparative evaluation of user
perceived quality of websites is developed. This involves identification and
scaling of factor categories relevant to users’ perceived quality, proposing a
website quality assessment index (WQAI) and using it for comparison of
websites of selected districts of the state of Madhya Pradesh in India. Top
websites were identified and evaluated by WQAI rankings and also through
cluster analysis. It is found that: i) the best websites as identified by WQAI
ranks match those obtained by cluster analysis, while there is a slight
discrepancy in the lower order clusters; ii) websites of districts important
because of population or industrial status may not be in the top user satisfaction
category although they may have high ranks by other criteria. These findings
will assist in the identification of strong and weak points of the websites and
hence enable the governments to provide improved websites.
... We modified this category by adding one new set of factors, which we named information quality. This set of factors we named information quality according to Vidgen and Barnes (Vidgen, R., Barnes, S., 2003). Vidgen and Barnes used instrument eQual (named WebQual in the past) to assess the quality of a Web site provided by the UK Government. ...
Government institutions and agencies represent-big systems that slowly react and adapt to new technologies. However, there are many local public agencies in Croatia that communicate with their customers through the Internet. Electronic government (e-government) represents the infrastructural transformation of administrative state bodies. It includes usage of the information communication technology in order to achieve more efficient work, more rational budget funding and better quality of services provided to a customer. We report on the analysis of investment in ICT done by twenty-one counties in Croatia. Also we have analysed current web sites used by each of them. Finally, the degrees of communication with their customers and the quality of web sites are also presented.
... An "off-the-shelf" tool to measure e-government is not currently available. A number of new instruments have been produced to measure e-government services such as the Citizen Satisfaction Model (CSM) [16], Website Quality [3] and the Stage Model [15] [18] [37] [38] [39]. ...
The study aims to identify an evaluation framework and a measurement tool for e-government service delivery. E-government and e-participation initiatives are created to facilitate public administration and the political processes. Both initiatives are produced and presented on the same government websites. However, the evaluations are operated separately. Construct Development Methodology, a scale development for IS research, is applied. The review and adjustment of the DeLone & McLean Information System Success Model 2003 demonstrated the ability to add a variable to capture the essence of a phenomenon. The tool contributes to a better understanding of the evaluation of e-government service delivery.
... Furthermore, a review of the literature shows that the majority of models that have been developed in e-government service quality were adopted from e-commerce domain (e.g. (Barnes and Vidgen 2003;Jun et al. 2009;Papadomichelaki and Mentzas 2009;Sung et al. 2009;Bhattacharya et al. 2012) ). Although literature review is helpful method to identify possible dimensions and items of e-service quality, the constraint of this method is that it can only identify the current dimensions and items. ...
Government website services comprise awareness programs for their citizens and others, information distribution, and perhaps data collection, online enquiries, and submissions for regulatory or funding purposes. Quality of service is fundamental to public acceptance and use of e-government websites, although this aspect is frequently overlooked during the design and implementation stages of online public services. Besides transparency, ease of navigation and comprehensive information, these websites require adequate monitoring resources, including targets for responses and reports. The intention of this study is to contribute to the development of e-government services, and to raise awareness of user attitudes to public websites among researchers, government administrators and service providers, especially in the context of Saudi Arabia. This study explores dimensions that contribute to e-government service quality, or have the capacity to detract from website support. A qualitative approach through individual interviews was taken that explored four categories of service quality: the system function category included ease of use, and system availability; and the content category included three dimensions: format, information, and personalization. Further, the procedural category comprised privacy and security, credibility, interactivity, and processing time; the citizen support category included responsiveness and contact dimensions. Development of an appropriate quantitative model and instrument is planned to facilitate research into the relationships among the e-government service quality dimensions and user satisfaction and user trust. Further, it is planned to research various environments and contexts to provide cross-cultural comparisons to understand e-government's user behaviors.
... Another approach is to measure users' perceptions of the quality of text information. Studies have measured perceptions of expert assessors (Eschenfelder, Beachboard, McClure & Wyman, 1997) or actual government Web site users (Barnes & Vidgen, 2004;Clayton & Gregory, 2003;Cullen & Houghton, 2000). The valuation criteria typically consist of very broad, predefined information qualities (e.g., bperceived ability of information to satisfy audience needsQ). ...
... • Customer satisfaction level in e-government (e.g.-CSI) (Kim, et al., 2005) • American Customer Satisfaction Index for e-government (egov-ACSI) (American Customer Satisfaction Index, 2006) • Quality of Norwegian public web sites (Jansen and Olnes, 2001) • European top of the web (e-Government Unit, DG Information Society, European Commission, 2004) • Interactive e-government (Barnes and Vidgen, 2003) • User satisfaction of e-government services (Horan and Rayalu, 2006) Furthermore, approaches that refer to electronic services in general can also be applied in the case of e-government services, taking into account the unique characteristics of this field. Indicatively, these are the Consumer perspective of e-service quality (Zhang and Prybutok, 2005) and the E-service quality (Lee and Lin, 2005). ...
Nowadays, organizations, governments, and cross-national bodies are turning their attention to the question of how we can create a sustainable society. As government is one of the main stakeholders that could enhance sustainability and the transition from
government to e-government seems to be one of the main strategic choices of each government, a question arises on how much green are e-government services. Initially, e
-government strategies targeted at reengineering public processes in order to produce a cost effective public sector and eliminating bureaucracy. Despite the fact that economic burdens and cost reduction remains a critical dimension, a new dimension , that refers to
the environmental impact of e-government services, should be taken into account by governments during the configuration of their strategies. However, there is limited research on the environmental impact of e - government services and the development of a method that estimates the environmental impact of e-government services is necessary. This paper introduces an approach for assessing the environmental impact of e-
government services by using a process based method and makes a first estimation of the environmental impact of e-government services. The results indicate that e-
government services have different environmental profiles and that governments should take into account this parameter for setting priorities towards the enhancement of sustainability and the reduction of environmental impacts.
... Quality of governmental e-services has been conceptualised and investigated taking different perspectives. Inspiration has been obtained from general service quality frameworks (Zeithaml et al, 2002; Barnes & Vidgen, 2003; Halaris et al, 2007; Alhyari et al, 2012 ). There are other arguments for establishing quality criteria especially adapted for the e-government context (Tan & Benbasat, 2009; Tate & Everman, 2010). ...
... As shown in Figure 1, based on practitioner and academic literature (e.g. Gounaris and Dimitriadis, 2003;Wolfinbarger and Gilly, 2003;Barnes and Vidgen, 2004;Yang et al., 2004;Parasuraman et al., 2005;Yang et al., 2005;Bauer et al., 2006;Collier and Bienstock, 2006), we view e-service quality as a second-order factor (i.e. an aggregate construct) that is collectively formed -and not reflected -by either four or five reflective first-order dimensions (i.e. functionality, information, reliability/fulfilment, privacy/security and customer recovery) depending upon whether service provision was initially successful or required follow-up. ...
to deliver superior service quality, managers must first understand how consumers perceive and evaluate online customer service. This is especially the case for companies offering intangible products. Therefore, the objective of this research is to develop a scale to measure customer perceived service quality in the context of service sites (e.g. insurance, retail banking and travel). In addition, contrary to most of previous service quality studies, formative instead of reflective indicators are used to conceptualise e-service quality. Our findings, from two samples of 193 and 199 online consumers lead to a short easy-to-administer scale with two versions depending if the customer has not experienced a service failure (14 items) or he/she has experienced such failure (17 items). In the former case, functionality, information, reliability/fulfilment and privacy/security explain e-service quality. In the latter case, an additional dimension named - customer recovery is included. Results show a different pattern when the customer has any problem.
... También representa una de las maneras de asegurar una recuperación de información de calidad (Jiménez Piano y Ortiz-Repiso Jiménez, 2007). Este criterio es determinante para evaluar la calidad de los sitios web (Barnes y Vidgen, 2007;Bilsel et al., 2006). Es primordial que en el mundo académico se transmita esta imagen de confianza y fiabilidad, y que se identifique claramente la universidad a la que está ligada la información y que avala la calidad del contenido. ...
Este trabajo diseña y desarrolla dos nuevas herramientas adaptadas específicamente para la evaluación de sitios web de estudios de postgrado desde una perspectiva objetiva -mediante una checklist y utilizando aplicaciones como Weblink Validator, W3C markup validator y TAW- y subjetiva -a través de un cuestionario−. Estas herramientas se han aplicado a sitios web de Programas Oficiales de Postgrado con Mención de Calidad -distinción otorgada por el Ministerio de Educación y Ciencia de España-. El análisis y procesamiento de los datos se ha realizado con el paquete estadístico SPSS. Los resultados muestran valores aceptables para los sitios web analizados aunque tienen algunos defectos comunes. Se constata la existencia de varios niveles de calidad de tales sitios, tal como se pone de manifiesto tanto en el análisis de cluster como en el de componentes principales o PCA.
This paper proposes two tools for evaluating the quality of information on postgraduate studies websites, while providing for both objective and subjective approaches to the evaluation process. On one hand, a checklist of accessibly levels, for use with Weblink Validator, W3C markup validation service and TAW, has been developed. This is complemented by questionnaire instrument, designed and field tested to assess qualitative aspects of the target websites. These tools have been field tested on postgraduate websites that enjoy Quality Mention (MC) from universities in Andalusia, Spain; and the data complied was analyzed using the Statistical Package for the Social Sciences (SPSS). The results of these analyses yield acceptable quality values for these websites, while revealing several common flaws. A university website ranking and a website domain ranking have also been developed. The distinct quality levels of these websites are reported in cluster and principle component analyses.
... Una vez atraído el usuario al sitio web hay que ocuparse del contenido (Brock;Zhou, 2005;Barnes;Vidget, 2007) así como de su calidad (Djajadikerta;Trireksani, 2006). La calidad del contenido dependerá de la relevancia de la información para el usuario (Miranda González; Bañegil Palacios, 2004) y de su cantidad (Merwe; Bekker, 2003). ...
The aim of this work is to create a tool for assessing the quality of the information on postgraduate course websites at Spanish universities. An evaluation checklist was developed and applied to the 131 websites of postgraduate biomedical courses with quality accreditation in Spanish universities. The website evaluations were analysed with the application of clustering and principal component analysis techniques. While the average of all the sites is 'acceptable' there remain some clear weaknesses in aspects such as accessibility, lack of an internal search engine, or forms - for obtaining the views of current students and lecturers- and evaluation tests - for analysing the results. The tool developed provides a new instrument for evaluating postgraduate course websites. This evaluation enables website comparison, helps identify their strengths and weaknesses, and facilitates their improvement.
El objeto de este trabajo es la creación de una herramienta para la evaluación de la calidad de la información contenida en los
sitios web de Postgrado de ámbito biosanitario en las universidades españolas. Se ha diseñado y desarrollado una hoja de
evaluación (checklist) que ha sido validada y aplicada a los 131 sitios web de Postgrado con Mención de Calidad de tema
biosanitario de las universidades españolas. Se han analizado las valoraciones obtenidas por los sitios web y se han aplicado
técnicas de clustering y de análisis de componentes principales. Los datos recogidos por la checklist permiten establecer un
ranking según la calidad de la información de los sitios web. Además, se observa la existencia de tres grandes grupos de sitios
web según sus características y prestaciones. La aplicación de las herramientas diseñadas indica que los sitios web alcanzan valores
aceptables, si bien presentan algunos defectos comunes. No obstante, se constata la existencia de varios niveles de calidad de
los mismos.
Information quality management measurement in online banking has been gaining wide attention presently and thus, many prior studies have sought to show major components of Information quality management linked with electronic environment. "Excellent quality of online banking is a significant
matter to improve performance". It is the factors that will allow the banks to attract more clients to adopt online banking". The aims of this quantitative research were to empirically determine the significant predictors of Jordanian commercial banks performance, namely: information management components
(information quality, e-service quality, system quality) and bank performance. "The goal of this study examines the effect of information management components on the performance of Jordanian commercial banks, and investigate the applicability of dimensions of Information System Success (IS Success) and Electronic Service Quality (E-SERVQUAL) in explaining of bank performance". A survey was conducted a pilot study by using a convenient sample among 384 customers in thirteen Jordanian commercial banks located in three areas (North, Middle, and South) in Amman. "Data were analyzed using Statistical Package for Social Sciences (SPSS) and PLS-SEM analysis". The findings revealed that: (1) "that information quality (INQ) has a positive direct effect on commercial banks’ performance" (PER), (2)" that e-service quality (E-SQ) has a positive direct effect on commercial banks’ performance" (PER), (3) "that system quality (SYQ) has a positive direct effect on commercial banks' performance" (PER).
Furthermore, "the findings of this study present the analysis and advice to the banks' managers which can be utilized to develop Information Technology and improve performance".
Fraud Detection is of great importance to financial institutions. In this paper we have tried to study the Outlier Analysis in Stock Market Fraud Detection. Outlier Analysis is a fundamental issue in Data Mining, specifically in Fraud Detection. While observing the Indian Stock Market, we could detect that some of the Trading Entities have suspicious trading patterns that give rise to a doubt of having some malpractices in stock transactions within Indian Stock Market. All the facts are presented on the basis of data obtained from the official sites of BSE (Bombay Stock Exchange), NSE (National Stock Exchange) and SEBI (Securities and Exchange Board of India).
The State Employment Department (BKN) had applied information technology in employee data management since 2011. However, flaws were found in the system, such as occurrence of inaccurate data and complicated navigation. This study was aimed at analyzing the satisfaction of BKN staffs in using DMS web. Web quality was assessed using 3 dimensions: usability, information quality and service information quality. These 3 dimensions were then associated with the satisfaction of BKN staffs as the users. Data was collected through questionnaires to 206 staffs with authorized accesses to the web. The results showed that the quality of three dimensions of the web influenced users’ satisfaction.
This book provides user studies and theories related to user-centered technology design processes for e-government projects. The book mainly discusses inherent issues of technology design implications, user experiences, and guidelines for technology appropriation. Ethnographic studies focusing on real life examples will enable readers to understand the problems in an effective way. Furthermore, the theories and results will help researchers and practitioners to handle these challenges in an efficient way.
E-Government is about harnessing the information revolution to improve the efficiency of government processes and the lives of citizens. It aims at a citizen centered approach to governance through effective use of the Internet and Information and Communication Technologies (ICTs). E-Government promotes transparency and effectiveness of a government’s processes as well as citizens’ participation (e-participation) in the affairs of the government. Whereas E-government projects are huge undertakings for government departments, a user-centric approach requires citizens’ participation in the design and delivery of e-government services. In both these respects, there are huge challenges and governments require long term commitment as well as correct planning and availability of financial resources to address them.
System design for e-governmental applications is inherently a complex process. In successful e-government projects, appropriately designed technology infrastructure plays a pivotal rule. The technology appropriation process requires that e-government technologies should be in line with the work practices of end users, so that successful usage of these technologies can be realized. E-governmental systems which fail to take into account such human factors result in failure and wasting huge amounts of public money as well as a loss of confidence of the public in such technological infrastructures. It is highly important that citizens are enabled to have access to the appropriate information technology, have knowledge and skills to use the available technology, and have the positive commitment to affect the governments’ strategies. So, enabling citizens to effectively participate is much more difficult. This book addresses these inherent challenges and available opportunities with respect to user-centric e-government.
Currently, online shopping has become a widespread phenomenon around the world and the internet has become a new outlet for the commercialisation of products usually sold through traditional channels. This paper focuses on the agro-food sector and on the European Alpine area with respect to sheep and goat production in order to develop a context-specific framework for e-commerce website quality. In other words, this paper aims to provide, on the one hand, a comprehensive theoretical framework for measure web quality; on the other hand, managerial implications for practitioners of the agro-food sector in order to promote these businesses improving the quality of their e-commerce websites. We declined these aims in two research questions: the first is about which are the key factors of website quality in the agro-food sector, analysing simultaneously system (or functional) quality and information (or technical) quality; the second research question is about how to measure these factors. This paper uses a quantitative methodology that mixes an objective and a subjective approach. The result is a pioneering approach able to capture website quality and to provide useful insights for managers and professionals in the agro-food sector.
Currently, online shopping has become a widespread phenomenon around the world and the internet has become a new outlet for the commercialisation of products usually sold through traditional channels. This paper focuses on the agro-food sector and on the European Alpine area with respect to sheep and goat production in order to develop a context-specific framework for e-commerce website quality. In other words, this paper aims to provide, on the one hand, a comprehensive theoretical framework for measure web quality; on the other hand, managerial implications for practitioners of the agro-food sector in order to promote these businesses improving the quality of their e-commerce websites. We declined these aims in two research questions: the first is about which are the key factors of website quality in the agro-food sector, analysing simultaneously system (or functional) quality and information (or technical) quality; the second research question is about how to measure these factors. This paper uses a quantitative methodology that mixes an objective and a subjective approach. The result is a pioneering approach able to capture website quality and to provide useful insights for managers and professionals in the agro-food sector.
e-Governance has come to be recognised as an efficient means of
management by the governments. It involves use of web portals for
delivering government services to its various stakeholders to make a
positive difference in manifesting the citizen centric focus of working
of the government. In India, under the digital India initiative, major
government functionaries are supposed to have their own web portals.
The quality of portals may vary widely in terms of content, interface,
performance and service delivery. Acomparative evaluation of quality
of web portals is plausible using some standard internal and external
metrics in order to enhance the service quality of web portals by
recognizing the relative shortcomings as compared to other similar
portals. In this paper, we undertake comparative analysis of municipal
corporations of two cities namely Indore and Bhopal of Madhya
Pradesh on the basis of standard attributes like service delivery,
usability, accessibility etc. for a good web portal.
This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction.
The emergence of the World Wide Web as a major communication and transaction channel stresses the preeminent importance of a company's Web site for representing the organization, interacting with customers and conducting transactions. In comparison to other channels, the opportunities for targeting specific market segments are somehow limited, due to the Internet's worldwide reach and predominantly anonymous users. Additionally, an ever-increasing number of customers are going online, which prevents the finetuning of a site for specific user groups. Therefore it seems essential that organizations possessing a Web presence should be well aware of their site's general functionality and how it is perceived by Internet users. For many years the analysis of Web sites has been one of the major topics for both scholars and practitioners, which led to a huge number of different techniques being used for the evaluation of sites. Furthermore, a variety of different theo-ries and models have been developed which include the effects of Web sites as dependent or independent variables. In this paper, I compare different approaches to Web site analysis and present a classification framework. Numerous examples will be given to illustrate the various dimensions of the framework. Furthermore, benefits and drawbacks of the respective methods will be discussed where applicable. The results provide important insights into the current state of the art of Web analysis and will be supportive for anyone planning to conduct a Web analysis as well as for someone who is interested in getting an overview of the research field.
Owing to the swift progress in the information technology, many banks around the country have transformed their services from the traditional services to electronic means. Banking Industry has witnessed a remarkable expansion due to the changes taking place in the global environment. The major progress among all the changes is the introduction of Electronic banking in their operations. Today most of the banking activities happen in the living room, which is made possible with such an innovative development in the information technology. E-banking has done wonders in delivering banking products & services to the customers. Though, banks still need to improve in order to satisfy the customers. Customer satisfaction is very essential for business success in today's marketplace with a view to build long-term and profitable customers which ultimately leads to customer loyalty and repeat business. By anticipating the needs of the customers, improving responsiveness to customer calls and requirements, and delivering constant service can improve customers' perception of the quality of service. Therefore, it is required to appraise the quality of the services in a timely manner. This study aims at analyzing the service quality of E-banking services from customer's perspective, and to study the effect of E-service quality dimensions on customers' perception of E-service quality. The study measures the quality of online banking website using the WebQual-4 parameters and helps to understand the factors that influence the user satisfaction in the online banking website. Also, the study will help the banks in order to create a high quality and satisfying online banking websites.
Governments started e-government strategies to renew the public sector and eliminate existing bureaucracy and therefore reduce costs. Interoperability appears as the mean for accomplishing the interlinking of information systems, applications and ways of working not only within governments but also in their interaction with the administration, enterprises and public sector. The main source of administration costs is the traditional use of paper as the linkage element between public agencies. Integrated electronic processes between public agencies can be the solution to reduce these costs and create a more efficient public sector. This paper proposes an approach for measuring the benefit of incorporating interoperability in e-government. This approach is based on the identification and analysis of certain processes (business process modelling) and on the activity based costing method. In particular, this approach concerns the measuring of benefit of applying interoperability in e-government services.
Online information quality (IQ) plays a critical role in influencing the quality of consumers' experience and decisions in the online environment. Much research has been conducted in the literature to understand the impact of consumers' perceptions of online IQ on various factors that define the online user experience. This article reviews this existing research and provides a holistic view of this literature culminating in a macro model of online IQ that outlines the current status of research in this area and highlights under-researched areas worthy of future research. Through this comprehensive analysis of 452 articles, we draw several overarching contributions. First, we find that most online IQ research employs an explaining & predicting approach (i.e., explain what is occurring and provide testable predictions with causal relationships) as opposed to a design & action approach (i.e., design tools or frameworks for online IQ assessment). Second, our review reveals that a large proportion of papers have focused on the U.S. and student segments. Third, this review reveals that online IQ research focuses largely on online IQ consequences, with few studies focusing on perceived online IQ antecedents. Based on these findings, we suggest that future studies in this area: (i) Focus more on design &action research; (ii) Use a diversity of sampling populations; and (iii) Focus on the antecedents of the IQ construct as well as moderators for the relations between perceived online IQ and relevant factors.
O ambiente empresarial tem passado por grandes mudanças ao longo das últimas décadas. O uso da tecnologia da informação permite às organizações atrelar o vínculo com fornecedores e clientes com a finalidade de obter vantagens competitivas frente à concorrência. Em virtude deste cenário, o e-commerce vem conquistando espaço nos negócios que nascem para atender o cliente que adquire bens e serviços por meio da internet, bem como em empresas físicas que buscam agregar valor como um diferencial para atrair o consumidor. Partindo deste princípio, este artigo apresenta um estudo experimental com o objetivo de identificar os fatores que mais influenciam no comportamento do consumidor de bens e serviços de comércio eletrônico (e-commerce). Para tanto, utilizou-se o método de análise hierárquica (AHP) como ferramenta de análise. Ao considerar os segmentos de e-commerce simultaneamente, o item que mais se destacou foi confiabilidade e, posteriormente, segurança. Ao contemplar todos os critérios, o segmento de e-commerce que apresenta um melhor desempenho é o de Brinquedos e Games. A análise dos segmentos de e-commerce à luz de cada item (subcritério) revelou resultados peculiares sob a perspectiva do cliente, resultados que podem contribuir com as empresas no sentido de desenvolver ações para atrair um maior número de compradores.
This research presents the process of developing an evaluation criterion model to assist the Indonesian Audit Board in examinig the effectiveness aspect of performance audit on e-government applications in local governments. The model was based on DeLone and McLean information systems success model. The model’s reliability and validity were tested using Structural Equation Modeling with Partial Least Square technique. Some measurement items were dropped from the instrument to produce the final version of the model, because their reliability and validity were not adequate. This final model was implemented to examine the effectiveness of e-government applications of Sragen Regency government. The model test results reveal that e-government information quality and egovernment service quality significantly influence e-government user satisfaction. On the other hand, the results show a weak relationship between e-government system quality and e-government user satisfaction. The results don’t show significant links between e-government use and its predictor variables, i.e. egovernment system quality, e-government information quality, e-government service quality, and e-government user satisfaction. E-government user satisfaction dominantly influence e-government net benefits than e-government use. Hence, e-government quality (system quality, information quality, and service quality) influences e-government net benefits over e-government user satisfaction. The model implementation takes place in Integrated Service Board of Sragen Regency which using e-government applications (i.e. Licensing Management Information Systems and Demographic Information System) in delivering public services. The implementation results show effective e-government applications. However, some aspects of the applications need to be improved to meet the users’ needs, i.e. their functionality, accessibility, efficiency, response time, and the output format.
Service bundles, in the context of e-government, are used to group services together that relate to a certain citizen need. These bundles can then be presented on a governmental one-stop portal to structure the available service offerings according to citizen expectations. In order to ensure that citizens utilise the one-stop portal and comprised service bundles for future transactions, the quality of these service bundles needs to be managed and maximised accordingly. Consequently, models and tools that focus on assessing service bundle quality play an important role, when it comes to increasing or retaining usage behaviour of citizens. This study focuses on providing a rigorous and structured literature review of e-government outlets with regard to their coverage of service bundle quality and e-service quality themes. The study contributes to academia and practice by providing a framework that allows structuring and classifying existing studies relevant for the assessment of quality for government portals. Furthermore, this study provides insights into the status quo of quality models that can be used by governments to assess the quality of their service bundles. Directions for future research and limitations of the present study are provided as well.
A methodology for electronic government projects’ evaluation, taking into account the specifics of its implementation in the regions of Russia, is provided. Four blocks of interconnected indicators are the base of the assessment. The subsystems of indicators describe the information and communication infrastructure of the region, the information sector condition of the region’s economy, the human development index and the level of online presence of the regional authorities. The rating method is used for the construction of the integral measure. The integral measure, the index of the electronic government development, is calculated according to an additive scheme. The information and analytical system of complex regional electronic government projects’ monitoring is constructed on the basis of the given system of indicators. The methodology approbation is carried out on the regions of the South of Russia with the construction of the regions rating by the index of the electronic government development.
This research investigates the determinants for the development of innovative actions
concerning informatics and new technologies for the North Aegean enterprises. The main aim
is to highlight the ‘attributes’ of innovative enterprises, which make them different from the
non-innovative. It is concluded that the important parameters for the development of
innovative actions in new technologies as regards the North Aegean enterprises concerns the
existence of outstanding resources and technological competence within the enterprise itself
and also out of it, in the topic and peripheral environment. This view subverts the linear model
and proves that the ‘generation’ of innovative actions expands beyond the infrastructure of the
enterprises and towards a wider peripheral space.
WebQual is an instrument for assessing the quality of Internet sites from the perspective of the customer. Earlier versions of WebQual focused on information and interaction quality. This paper reports on a new version of WebQual that incorporates three quality dimensions: information quality, interaction quality, and site design quality. WebQual is applied in the domain of Internet auctions and the results used to assess the reliability of the instrument for assessing the quality of web sites. Three auction sites are evaluated: Amazon, eBay, and QXL through an intervention that involves buying and selling at auction. The results of the intervention are analyzed quantitatively to assess the validity of the WebQual instrument and supplemented by qualitative data that is used to consider the relative merits of the three sites evaluated.
This paper describes the use of WebQual 2.0 to evaluate Internet bookshop Web sites. Initially applied in the domain of information-intensive Web sites, WebQual 2.0 has been extended and refined to encompass an interaction-quality perspective on e-commerce Web sites. Its development draws on an analysis of the service-quality literature. WebQual assesses Web site quality from the "voice of the customer" perspective, an approach adopted in quality-function deployment. It is used to assess customer perceptions of on-line bookshops, one of the more mature areas of Internet commerce. Three UK-based Internet bookshops are assessed using a natural experiment. Data are collected from students using an on-line questionnaire. Analysis of the results demonstrates considerable variations in the offerings of the Web sites. The findings and their implications for e-commerce are discussed, and conclusions and directions for further research are provided.
WebQual is a method for assessing the quality of Web sites. The method has been developed iteratively through application in various domains, including Internet bookstores and Internet auction sites. In this paper we report on the application of a new version of WebQual to Internet bookstores: Amazon, BOL, and the Internet Bookshop. WebQual draws on previous work in three areas: Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e-commerce offerings. Although WebQual is grounded in the subjective impressions of Web site users, the data collected lends itself to quantitative analysis and the production of e-commerce metrics such as the WebQual Index. The reliability of the instrument is examined and core constructs of Web site quality identified using factor analysis. The role of WebQual in assessing an organization's e-commerce capability is discussed.
Valid measurement scales for predicting user acceptance of computers are in short supply. Most subjective measures used in practice are unvalidated, and their relationship to system usage is unknown. The present research develops and validates new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance. Definitions for these two variables were used to develop scale items that were pretested for content validity and then tested for reliability and construct validity in two studies involving a total of 152 users and four application programs. The measures were refined and streamlined, resulting in two six-item scales with reliabilities of .98 for usefulness and .94 for ease of use. The scales exhibited high convergent, discriminant, and factorial validity. Perceived usefulness was significantly correlated with both self-reported current usage (r=.63, Study 1) and self-predicted future usage (r =.85, Study 2). Perceived ease of use was also significantly correlated with current usage (r=.45, Study 1) and future usage (r=.59, Study 2). In both studies, usefulness had a significantly greater correlation with usage behavior than did ease of use. Regression analyses suggest that perceived ease of use may actually be a causal antecedent to perceived usefulness, as opposed to a parallel, direct determinant of system usage. Implications are drawn for future research on user acceptance.
For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
This paper reports on a technique for measuring and analyzing computer user satisfaction. Starting with the literature and using the critical incident interview technique, 39 factors affecting satisfaction were identified. Adapting the semantic differential scaling technique, a questionnaire for measuring satisfaction was then created. Finally, the instrument was pilot tested to prove its validity and reliability. The results of this effort and suggested uses of the questionnaire are reported here.
In this research note, we join the debate between Van Dyke, Kappelman, and Prybutok, and Pitt, Watson, and Kavan pertaining to the conceptual and empirical relevance of SERVQUAL as a measure of IS service quality. Adopting arguments from marketing, Van Dyke et al. (1997) question the SERVQUAL gap measurement approach, the interpretation and operationalization of the SERVQUAL expectation construct, and the reliability and validity of SERVQUAL dimensionality. In a response to those arguments, Pitt et al. (1997) defend their previous work (1995) in a point-by- point counterargument that suggests that the marginal empirical benefit of a perceptual-based (SERVPERF) service quality measure does not justify the loss of managerial diagnostic capabilities found in a gap measure. While siding with many of the positions taken by Pitt et al., we attempt to add value to the debate by presenting discrepancies we have with the two other research teams and by suggesting alternative approaches to resolve, or at least alleviate, problems associated with SERVQUAL. We believe that the theoretical superiority of an alternative IS service quality measure should be backed by empirical evidence in the IS context, hence, answering some of the criticism Van Dyke et al. and by offering a construct valid version of the IS-adapted SERVQUAL. From a pragmatic viewpoint, we believe that the justification of using SERVQUAL's gap measure should be driven by more effective ways to utilize expectations in IS service management. To this end, we introduce the newer Parasuraman et al. (1994b) measures, the concept of a "zone of tolerance" for expectation management and an illustration of its practical use in an IS setting. Overall, we attempt to set the direction of where we think this debate should lead the IS field, namely, toward practical and timely IS service quality measures.
Despite occasional setbacks, digital government (or e-government) projects now appear firmly on the road to fulfilling their promise of making civil and political processes more accessible than ever
Revenue problems continue as self-assessment site fails to cope
Contractor UK (2002). Revenue problems continue as self-assessment site fails to cope.
http://www.contractoruk.co.uk/article687.shtml, accessed 31 December 2002.
What citizens want from e-government
- M E Cook
Cook, M. E. (2000). What citizens want from e-government. Retrieved August 9, 2001, from:
http://www.ctg.albany.edu/resources/htmlrpt/e-government/what_citizens_want.html