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Information technology and the Internet have had a dramatic effect on business operations. Companies are making large investments in e-commerce applications but are hard pressed to evaluate the success of their e-commerce systems. The DeLone and McLean Information Systems Success Model can be adapted to the measurement challenges of the new e-commerce world. The six dimensions of the updated model are a parsimonious framework for organizing the e-commerce success metrics identified in the literature. Two case examples demonstrate how the model can be used to guide the identification and specification of e-commerce success metrics.
The emergence of digital government (or e-government) has sparked debates on its consequences. Despite a certain rhetoric on the changes envisioned, it is not yet clear to what extent this kind of initiative can help provide solutions to problems of public import. In this chapter, we adopt a theoretical approach to analyze why it is so difficult and complex to evaluate the effects of e-government. Specifically, we maintain that the e-government evaluation puzzle needs to be addressed by first focusing on the conceptual aspects before identifying the tools and methods. We also believe that because e-government requires the joint use of intervention and support actions, the assessment must take into account not one, but a combination of the methods offered by the different disciplinary areas. From among the various contributions we can draw on for this purpose, we will seek to demonstrate how organization theory can provide a core reference point. In particular, the studies that perceive the organization as a process of bounded rational actions and decisions not only enrich the evaluation framework with a new analytical dimension but also can provide a point of convergence for the different branches of knowledge needed to analyze and evaluate such complex social phenomena as those connected to digital government. It is our hope that the view
2proposed here contributes to the discussion for other interested scholars and better informs public management praxis.
Online-Publikation des Forschungsinstituts für öffentliche Verwaltung, Speyer 2000.
Abdruck in: Heinrich Reinermann und Jörn von Lucke (Hrsg.): Electronic Government in Deutschland, Ziele - Stand - Barrieren - Beispiele - Umsetzung, Forschungsbericht, Band 226, Forschungsinstitut für öffentliche Verwaltung, Speyer 2002, S. 1 - 8. ISBN: 3-932112-64-4.
http://www.joernvonlucke.de/ruvii/Sp-EGov.pdf
English Version:
Speyer Definition of Electronic Government
https://www.joernvonlucke.de/ruvii/Sp-DfnEGov-EN.pdf
Use of the internet in the provision of services may prove an important advantage in improving the operation of local government, and an efficient means of providing citizens with better quality services. Although the implementation of corresponding practices depends on the ability of citizens in the community to adopt and use such service-providing systems. Actions taken by local government (1 st level) also promote this innovation to the benefit of both parties. The objective of this study is to examine citizens' conduct towards electronic municipal services and to define those factors affecting their conduct. It examines on the basis of a case study the attitude taken by citizens and the problems they face in relation to the provision of electronic services by 1 st level local government.
This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens' experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a two-stage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies-transaction, transparency, and interactivity-are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.
During the past years, the realization of e-government-driven benefits was at the center of attention at various public administrations. The paper presented here outlines a process-driven approach for the evaluation of technology-driven performance impacts based on reference measures. From the German perspective, existing concepts of performance evaluation were concretized for the case scenario of German plan approval procedures.
Technology adoption is well defined in e-business. The environment within which leaders must act in government is significantly different that that navigated by business leaders. The differences in these environments plays a significant role in the diffusion of technology in e-government settings. This paper explores modifications to technology adoption models to account for the changes in environment. Issues such as information security play a significant role in new technology adoptions such as egovernment. The inclusion of moderating variable to account for the environmental effects is done to extend adoption model applicability to the e-government sector.
The number of Internet users has increased dramatically,but many are reluctant to provide sensitive personal information to Web sites because they do not trust e-commerce security.This paper investigates the impact of customer perceptions of security control on e-commerce acceptance. Trust is examined as the mediating factor of the relationship, using Internet banking as the research domain because bank customers are generally concerned about processing sensitive information like financial information. A Web survey of Internet banking users collected 502 cases. Statistical analyses, using structural equation modeling, indicated that perceptions of nonrepudiation, privacy protection, and data integrity have a significant impact on trust in e-commerce. Trust also has a significant impact on e-commerce acceptance. Implications and further research directions are presented.