E-Government service evaluation : a multiple-item scale for assessing information quality

BIKFALVI, Andrea, DE LA ROSA, Josep Lluis and KEEFE, Terry (2013). E-Government service evaluation : a multiple-item scale for assessing information quality. In: WIMMER, Maria A, JANSSEN, Marijn, MACINTOSH, Ann, SCHOLL, Hans J and TAMBOURIS, Efthimios, (eds.) Electronic government and electronic participation : Joint proceedings of ongoing research of IFIP EGOV and IFIP e-part 2013. Lecture notes in informatics (P-221). Gesellschaft fur Informatik, 54-63.

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Abstract

A considerable aspect in improving e-government services is the development of e-services that satisfy citizen needs in a more efficient way. In order to provide high quality service adequate service quality assessment models should be constructed. This article is aimed to propose a methodology for developing holistic service quality assessment tools with special emphasis on online information. Consequently, a methodological proposal is constructed (e- InfoQual) and it is tested in 5 participant local administrations part of a complex IT project, generating service innovation ultimately aiming to bring value for citizens. It usefullness is argued for the two main communities involved, namely researchers and practitioners.

Item Type: Book Section
Research Institute, Centre or Group: Cultural Communication and Computing Research Institute > Communication and Computing Research Centre
Depositing User: Hilary Ridgway
Date Deposited: 07 Jan 2015 12:48
Last Modified: 09 Nov 2016 16:47
URI: http://shura.shu.ac.uk/id/eprint/9137

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