The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Issue
Volume 22 Issue 1 / Mar 2019  pp1‑64

Editor: Prof Shaun Pather

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Development of Bring‑Your‑Own‑Device Risk Management Model: A Case Study From a South African Organisation  pp1‑14

Ivan Veljkovic, Adheesh Budree

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Defining Dimensions for Assessing Sustainability in e‑Governance Projects  pp15‑28

Sanjog Ray, Prabin Kumar Panigrahi

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Evaluating ERP Implementations: The Case for a Lifecycle‑based Interpretive Approach  pp29‑37

Deepak Saxena, Joe McDonagh

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Empirically Analysing Factors Influencing Users’ Adoption of Online Information Services (OISs): A Case of a Travel Business In Taiwan  pp38‑53

David Corkindale, Howard Chen, Jiwat Ram

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

Wong Meng Seng

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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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