How to fully exploit the results of e-government user surveys: the case of Slovenia

Kunstelj, Mateja; Jukić, Tina; Vintar, Mirko

doi:10.1177/0020852308099509

Cited by 14 publications

(10 citation statements)

References 46 publications

(59 reference statements)

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“…A significant body of academic literature on egovernment services has been based on supply-side indicators and, often, on website assessments alone; only scant academic research has been conducted on the adoption of e-government services from the user perspective (e.g.Tung and Rieck 2005; Lean et al 2009;Kunstelj et al 2009). These studies, however, have mostly centered on a specific class of innovations related to e-government services (i.e.…”

Section: Introductionmentioning

confidence: 99%

Determinants of citizens’ intent to use government websites in Taiwan

Wang

2012

Information Development

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The use of the Internet in government operations has been growing in popularity around the world. Nevertheless, governmental agencies have been slow to establish and develop an electronic presence. Although previous studies have discussed the reasons for the comparably slow development of e-government services, most of the research efforts are based on supply-side indicators and often assess websites alone; as yet, little information is available on the demand aspect of e-government. Using the Technology Acceptance Model (TAM), the Theory of Planned Behavior (TPB), and trustworthiness as a theoretical framework, this paper aims to investigate the factors that influence citizens’ intent to use government websites. Through the survey data in Taiwan and the application of structural equation modeling method, the results show that trust in the government, facilitating conditions, perceived usefulness, perceived ease of use, and attitudes toward the use of government websites have significant positive effects on intent to use government websites. Finally, the academic and practical implications of the findings are also discussed.

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Section: Introductionmentioning

confidence: 99%

Determinants of citizens’ intent to use government websites in Taiwan

Wang

2012

Information Development

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“…'One of the major shortcomings of the quadrant models is the inherent discontinuity in the inferred priorities, where a slight change in an attribute's (i.e. a variable's) position (between one quadrant and another) might lead to a dramatic change in its inferred priority', according to Bacon (2003: 58); this problem was also discussed by Eskildsen and Kristensen (2006) and Kunstelj et al (2009). Later, Á balo et al (2006) introduced the partition of the IPA grid as presented in Figure 2; however, inherent discontinuity is only partly resolved in this proposal because there are still two lines of separation between quadrants.…”

Section: Importance-performance Analysis As a Valid Methodologymentioning

confidence: 99%

“…‘One of the major shortcomings of the quadrant models is the inherent discontinuity in the inferred priorities, where a slight change in an attribute’s (i.e. a variable’s) position (between one quadrant and another) might lead to a dramatic change in its inferred priority’, according to Bacon (2003: 58); this problem was also discussed by Eskildsen and Kristensen (2006) and Kunstelj et al. (2009).…”

Section: Importance-performance Analysis As a Valid Methodologymentioning

confidence: 99%

Derived importance-performance analysis and diagonal model in a Spanish municipality

Ortigueira-Sánchez

Ortigueira-Bouzada

Gómez-Selemeneva

2015

International Review of Administrative Sciences

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This article presents and discusses empirical research into citizen satisfaction, conducted to measure the performance and management of local public policies. The object of the research is to evaluate the public safety policy of a Spanish city through a survey measuring citizen satisfaction with the local public services. Regression and 'importance-performance analysis' (IPA) were applied to the views expressed by a sample of citizens. One objective of the study reported is to use different derived importance values, from correlation and regression analysis, to compare the results of two 'importance-performance analyses'. The concept of variant and invariant weights and the three-factor theory of customer satisfaction were also considered for the research. Results confirm that the 'fire service' is seen as a 'dissatisfier', a basic or flat attribute; they suggest that negative coefficient values could be associated with 'dissatisfiers' and that inherent discontinuity is only partly resolved in the partition importance-performance grid. The findings show that the results of the two IPAs differ using the traditional IPA grid but are similar with diagonal models of the partition IPA grid. Points for practitionersOne of the main problems for political decision-makers in recent years has been the reconfiguration of the budget for the entity managed, such as a municipality, in the current situation of economic crisis. This article contributes to improving decisionmaking on the reallocation of money and resources in the face of restrictions and financial cuts.

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“…However, the challenges remain for the government in question to properly investigate and understand the needs and expectations of its citizens. Adoption and use of new services is still rather limited in most countries, particularly in the developing world (Deursen et al, 2006;Van Dijk et al, 2008;Kunstelj et al, 2009;Ebbers et al, 2008) and require some stimulation to provoke greater uptake (European Commission, 2007). Low uptake becomes problematic as greater efficiency and returns on investment are only possible with a widespread use of the e-government services (Norris and Moon 2005;Jaeger, 2003).…”

Section: 1mentioning

confidence: 99%

“…Low uptake becomes problematic as greater efficiency and returns on investment are only possible with a widespread use of the e-government services (Norris and Moon 2005;Jaeger, 2003). Up until this point, e-government services have primarily been guided by supply-side factors (Bertot and Jaeger, 2006;Reddick, 2005;Kunstelj et al, 2009). Governments are only starting to develop their portfolio of services by creating online services (van Dijk et al, 2008;Lee-Kelley and Kolsaker, 2004) and mainly, still, doing so without any consideration of the demand side.…”

Section: 1mentioning

confidence: 99%

A Citizen‐Centric Framework For Assessing E‐Government Effectiveness

Sigwejo

Pather

2016

E J Info Sys Dev Countries

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In a quest to offer better services to both citizens and businesses throughout Africa, efforts to adopt e-government projects are gaining momentum. As a result of this, there is a need for effective measurement of delivery and quality of such e-services. Currently, there are several metrics applied to measure and rank the e-readiness of various African countries. However, while these measures have provided a source of comparative analysis between different egovernment projects, they are far from being perfect. For example, most of these measures are diverse and difficult to compare, since they assume 'one size fits all' and ignore differing environmental, cultural and contextual factors of various countries. Further criticisms of these measures are that they are 'first generation metrics' designed for developed countries, as opposed to developing countries.This paper addresses the problem that there is a need for suitable evaluation strategies for understanding and measuring the effectiveness of e-government services in order to improve the management thereof, and thereby attain the best possible value for citizens. The objective of this study was to investigate and develop a framework, for evaluating the effectiveness of e-government services in a typical developing country. Tanzania was chosen as the context for this study: as a typical developing African country, its early phase of egovernment development provided an optimal case for this study concerned with the useful and effective evaluation of e-government services.The findings indicate the key dimensions to consider when evaluating the effectiveness of e-government services. These dimensions are synthesised into an egovernment citizen satisfaction framework (ECSF). The framework demonstrates how citizen and government imperatives should be amalgamated to evaluate the effectiveness of egovernment service. The findings further support the call to increase monitoring and evaluation of all ICT projects within government.

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How to fully exploit the results of e-government user surveys: the case of Slovenia

Cited by 14 publications

References 46 publications

Determinants of citizens’ intent to use government websites in Taiwan

Determinants of citizens’ intent to use government websites in Taiwan

Derived importance-performance analysis and diagonal model in a Spanish municipality

A Citizen‐Centric Framework For Assessing E‐Government Effectiveness

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