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Title:
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USER CENTERED E-GOVERNMENT: MEASURING USER SATISFACTION OF ONLINE PUBLIC SERVICES |
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Author(s):
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Pieter Verdegem , Laurence Hauttekeete |
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ISBN:
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978-972-8924-35-5 |
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Editors:
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Piet Kommers (series editors: Piet Kommers, Pedro Isaías and Nian-Shing Chen) |
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Year:
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2007 |
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Edition:
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Single |
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Keywords:
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User-centric, user satisfaction, indicators, measurement tool, quality of service, performance management |
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Type:
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Full Paper |
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First Page:
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63 |
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Last Page:
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71 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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New Information and Communication Technologies (ICT) offer the government new possibilities to provide more
efficiency and better services for citizens and businesses. However, criticism about the provision of e-government
services has proposed a more user-oriented approach. The user needs to be at the centre of the development of electronic
public services. And it is even more important to pay attention to the impact of the new services to customers. Our
research focuses on the development of a framework (both a conceptual model and specific indicators) to measure user
satisfaction of electronic public services. We conducted a quantitative and a qualitative research for the formulation and
elaboration of adequate determinants for the measurement of the satisfaction of electronic public service delivery. |
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