E-Service Quality Evaluation on E-Government Website: Case Study BPJS Kesehatan Indonesia

Rasyid, Anuar; Alfina, Ika

doi:10.1088/1742-6596/801/1/012036

Cited by 16 publications

(29 citation statements)

References 3 publications

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“…Availability The quality of being at the users' disposal all of the time (Al-Busaidy & Weerakkody, 2009;Anwer et al, 2016;Papadomichelaki & Mentzas, 2012;Verdegem & Verleye, 2009) 3. Information quality The degree to which information is ready, complete, clear, and accurate (Alanezi, Mahmood, & Basri, 2012;DeLone & McLean, 2003;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Rasyid & Alfina, 2017;Verdegem & Verleye, 2009) 4. Awareness Knowledge of existing services (Ahmed et al, 2015;Alawneh et al, 2013;Anwer et al, 2016;Sharma & Mishra, 2017;Sigwejo & Pather, 2016;Verdegem & Verleye, 2009)…”

Section: Accessibilitymentioning

confidence: 99%

“…The state in which user's data and transactions are not seen, used, or reused without user consent (Alanezi et al, 2012;Alawneh et al, 2013;Mutimukwe, Kolkowska, & Grönlund, 2017;Seyal et al, 2015;Verdegem & Verleye, 2009) 9. Ease of use The degree of simplicity using a service (Ahmed et al, 2015;Alanezi et al, 2012;Alias et al, 2011;Huang & Benyoucef, 2014;Kaisara & Pather, 2011;Karunasena & Deng, 2012;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Rehman, Esichaikul, & Kamal, 2012;Sigwejo & Pather, 2016) 10. Website quality Organization and structure of the service portal (Alanezi et al, 2012;Alias et al, 2011;Horan & Abhichandani, 2006;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Sharma, 2015;Verdegem & Verleye, 2009) 11.…”

Section: Privacymentioning

confidence: 99%

“…Ease of use The degree of simplicity using a service (Ahmed et al, 2015;Alanezi et al, 2012;Alias et al, 2011;Huang & Benyoucef, 2014;Kaisara & Pather, 2011;Karunasena & Deng, 2012;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Rehman, Esichaikul, & Kamal, 2012;Sigwejo & Pather, 2016) 10. Website quality Organization and structure of the service portal (Alanezi et al, 2012;Alias et al, 2011;Horan & Abhichandani, 2006;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Sharma, 2015;Verdegem & Verleye, 2009) 11. Support Assistance to users (Alanezi et al, 2012;Anwer et al, 2016;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Reddick & Turner, 2012) 12.…”

Section: Privacymentioning

confidence: 99%

“…Support Assistance to users (Alanezi et al, 2012;Anwer et al, 2016;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Reddick & Turner, 2012) 12. Responsiveness The degree of reacting to user requests (Alanezi et al, 2012;Karunasena & Deng, 2012;Rasyid & Alfina, 2017;Sharma, 2015) 13. Customization Tailoring to suit a user (Alanezi et al, 2012;Alias et al, 2011;Anwer et al, 2016;Horan & Abhichandani, 2006;Verdegem & Verleye, 2009) Service quality is also affected by the ease of use, which refers to how easy it is to navigate and follow service delivery steps (Alanezi et al, 2012).…”

Section: Privacymentioning

confidence: 99%

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Improving qualities of e‐government services in Rwanda: A service provider perspective

Mukamurenzi

Grönlund

Islam

2019

E J Info Sys Dev Countries

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E‐government implementation is growing worldwide. In the context of developed countries, as well as some developing ones, research provides tools to evaluate e‐government services and reflect on e‐government performance. However, in the least developed countries (LDCs), where the preconditions are in many ways more challenging, little is known about those services. While information technology can be imported, social, organizational, and infrastructural arrangements conducive to high‐quality service delivery must be developed locally. In contributing to understanding the challenges as well as opportunities involved, this paper explores the qualities of e‐government services in Rwanda, an East African LDC. The investigation focuses on service providers' views of the qualities, as it is only through their understanding of the situation that service quality can be improved. This is a qualitative study based on interviews with employees of government organizations and document analysis. We identify and discuss 28 e‐government service quality factors, which are grouped into nine quality dimensions—accessibility, availability, awareness, responsiveness, information quality, information security, ease of use, support, and cost. This research contributes to raising awareness about the qualities of e‐government services in Rwanda in particular but may also have relevance for other LDCs.

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Section: Accessibilitymentioning

confidence: 99%

Section: Privacymentioning

confidence: 99%

Section: Privacymentioning

confidence: 99%

Section: Privacymentioning

confidence: 99%

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Improving qualities of e‐government services in Rwanda: A service provider perspective

Mukamurenzi

Grönlund

Islam

2019

E J Info Sys Dev Countries

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“…Each of these studies have been applied to assess e-government websites in different countries or continents. Having meticulously reviewed e-government websites' research over the past ten years, the most important indexes were extracted as "website design, " "responsiveness quality, " "security, " "trust, " "content information quality, " "participation, " "maintenance and support, " "service" and "usability" [1,6,15,[17][18][19]24,25]. Taking these indexes into account, wider dimensions of e-government websites are assessed in comparison with previous studies.…”

Section: Recognition Of E-government Website Indexesmentioning

confidence: 99%

A Novel Model for Assessing e-Government Websites Using Hybrid Fuzzy Decision-Making Methods

Shayganmehr¹,

Montazer²

2021

IJCIS

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Websites are considered as the core infrastructure of e-government, so evaluating the quality of websites assists organizations to provide high-quality online services to citizens. For this purpose, this paper is seeking to design a model that enables any organization to evaluate the quality of its websites and identify its strengths and weaknesses. The proposed model includes nine main indexes including "website design, " "responsiveness quality, " "security, " "content and information quality, " "participation, " "trust, " "maintenance and support, " "services" and "usability, " alongside with 85 indicators. Since some of indexes and indicators possess intrinsic uncertainties so "fuzzy set theory" was applied to model the problem's ambiguity. "Analytic hierarchy process" and "PROMETHEE" methods were applied to weigh and rank indexes and indicators respectively. After designing the model, it was used for assessing the websites of five metropolitan municipalities of Iranian cities to spot their strengths and weaknesses.

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Utilizing Technological Pedagogical Content (TPC) for Designing Public Service Websites

Hosseini

Kinnunen

Hytönen

2021

Intelligent Sustainable Systems

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E-Service Quality Evaluation on E-Government Website: Case Study BPJS Kesehatan Indonesia

Cited by 16 publications

References 3 publications

Improving qualities of e‐government services in Rwanda: A service provider perspective

Improving qualities of e‐government services in Rwanda: A service provider perspective

A Novel Model for Assessing e-Government Websites Using Hybrid Fuzzy Decision-Making Methods

Utilizing Technological Pedagogical Content (TPC) for Designing Public Service Websites

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