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Journal Article

Design Science Approach to Build a Customer Satisfaction Theoretical Framework to Evaluate E‑Government Services  pp54-64

Wong Meng Seng

© Mar 2019 Volume 22 Issue 1, Editor: Prof Shaun Pather, pp1 - 64

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Abstract

Abstract: The vast majority of the literature on E‑Government evaluation tends to focus on benchmarking of e‑government around the world and performance measurements of customer satisfactions with the use of quantitative rather than qualitative measurements. In this paper, we seek to address this problem by introducing a design science approach to build a new qualitative theoretical framework, namely, return on investment (ROI) vs return on relationship (ROR), as an evaluation tool, to assess E‑Government services by classifying customer experiences into categories of customer satisfactions. Our results help government to identify strategic focus areas that need attentions and allocation of funds to improve customer satisfactions.

 

Keywords: Evaluation, design science, customer satisfaction, E-Government, theoretical framework, qualitative

 

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Journal Issue

Volume 22 Issue 1 / Mar 2019  pp1‑64

Editor: Prof Shaun Pather

View Contents Download PDF (free)

Keywords: Mobility, BYOD, mobile computing, risk considerations, risk management, security, Sustainability Metrics, Impact Assessment Studies e-Governance, ERP, Enterprise Resource Planning, Evaluation, Context, Lifecycle, Interpretive, ERP, Enterprise Resource Planning, Evaluation, Context, Lifecycle, Interpretive, Online information services (OISs), Web 2.0, Peer-to-Peer, Online audience behaviour, Networking, Evaluation, design science, customer satisfaction, E-Government, theoretical framework, qualitative

 

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