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Jooho LeeAuthor Vitae Hyun Joon KimAuthor Vitae Michael J. AhnAuthor Vitae 《Government Information Quarterly》2011,28(2):222-230
Prior e-Government research has paid much attention to e-Government service adoption from the supplier side - the government - while mostly overlooking the user side of e-Government, such as citizens and businesses. While there have been some initial efforts to study citizens in their adoption behavior, few have examined what influences the willingness of businesses in adopting e-Government services. This research attempts to fill this research gap by addressing the following research question: Why are some businesses more willing to adopt e-Government applications to perform transactions with the government than others? The authors argue that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself. Competing hypotheses are developed with regard to the role of perceived quality of offline services on the business user's willingness to adopt e-Government services. Using data obtained from a local district government in Seoul, Korea, the analysis revealed that the willingness to adopt e-Government increased when business users perceived high quality service provision in offline service channels. However, trust in the internet technology itself did not have any significant impact on their willingness. The theoretical and practical implications of the study finding are discussed. 相似文献
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The traditional focus of intergovernmental services research has been on technological development, not on user acceptance; yet user acceptance of intergovernmental services in each electronic government (e-Government) implementation affects the ultimate success of the e-Government project. In the e-Government implementation context, many governments have invested huge amounts of money and manpower to make intergovernmental services both available and user-accepted, although some individuals have no intention of using them. The electronic document management system (EDMS) is the most popular intergovernmental service in the e-Government project. Thus, e-Government researchers need to identify the factors that determine user acceptance of EDMS. 相似文献
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《Government Information Quarterly》2022,39(1):101654
Retaining users of mobile government services (MGS) is critical to the success of mobile government. Drawing on Bagozzi's self-regulation framework, the current research investigates the predictors of MGS continuance by considering both perceived quality and perceived value. Unlike most e-government research that has utilized linear models, this study employed a two-stage structural equation modeling–artificial neural network approach that can identify non-linear and non-compensatory interactions. The current research first applied a structural equation model to examine the significant factors influencing MGS continuance, and then utilized a neural network model recheck the structural equation modeling findings and rank the importance of these factors. Data were obtained from 335 “one-stop-shop service platform” app users in China through an online survey platform. The research findings reveal that user satisfaction is the utmost influential determinant of their continuous-use intention regarding MGS, followed by user trust; moreover, perceived quality and perceived value strongly influence satisfaction and trust. However, perceived risk does not affect intention to continue use. We also discuss theoretical and practical implications for government agencies and service providers, for improving user continuance rates for MGS. 相似文献
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[目的/意义]关系质量是用来衡量用户与图书馆关系强度的指标。本研究试图构建科学的评价指标体系,对图书馆关系质量进行评价研究,进而有针对性地提出提高图书馆关系质量的管理建议。[方法/过程]针对高校图书馆用户进行问卷调研,利用探索性因子分析,总结图书馆关系质量的构成维度;并对用户感知的关系质量进行描述性统计分析、象限分析和方差分析。[结果/结论]实证研究结果显示,图书馆关系质量是由满意、信任和承诺3个维度组成的,用户对其评价总体上偏向于正面。其中,承诺维度评价最高,信任维度评价最低。对图书馆熟悉和非常熟悉的用户对图书馆关系质量的评价显著高于一般熟悉和不熟悉的用户。为了提高用户对关系质量的感知,图书馆应该建立推行图书馆服务的规范准则,提高图书馆员的服务能力,推动资源导向服务向用户导向服务的转变,加强图书馆与用户的互动。 相似文献
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《The Journal of Academic Librarianship》2020,46(6):102230
The assessment of the quality of service and user satisfaction in university libraries contributes to the design and implementation of actions that respond to the needs expressed by the university population, to the optimization of resources and to the impact in the increase of the quality of services offered. The results of the assessment carried out in four university libraries which are part of the Jesuit University System are presented. The methodology used is the Structural Equation Modeling (SEM), through which quality of service, value of service, user satisfaction and user loyalty are measured. The validity and reliability of the model designed and implemented for the generation of indicators are verified. The online self-administered survey that feeds the model was applied to the users of participating institutions. 相似文献
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User satisfaction is a crucial factor for continual usage of e-Government services and for the success or failure of e-Government projects. The main challenge for Jordanians is what are the key determinants of their satisfaction? This paper aims to identify the key factors that determine Jordanians' e-Satisfaction with Jordan's e-Government services portal. Based on an extensive review of relevant literature, five hypotheses are formulated and five factors are identified (i.e., security and privacy, trust, accessibility, awareness of public services, and quality of public services) that may affect the Jordanians' level of satisfaction towards using the Jordan e-Government portal (www.jordan.gov.jo). Survey data from 400 employees in four universities in the northern region of Jordan were collected and used to test the proposed hypotheses. Based on multiple linear regression and factor analyses, our empirical analysis demonstrates several key findings. These findings indicate the usefulness and importance to unveil the key drivers of e-Satisfaction so as to provide feedback in a set of recommendations that will enable creating e-Government portals which are compatible with citizens' needs, desires, and expectations. They also provide insights for both practitioners and governmental policy-makers to enhance e-Government portals via accounting diverse factors of technical, behavioral, managerial, and motivational aspects. Finally, implications and recommendations of these findings were discussed. 相似文献
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Muhammad Jaber Hossain 《图书馆管理杂志》2013,53(2-3):122-146
ABSTRACT To design an outline of a user-focused marketing model and its implication in academic libraries is the goal of this article. The determinants for the proposed model were primarily derived from the success factors of customer-focused marketing noted in earlier research, and views and insights from a number of allied constituencies in Bangladesh. Doing this job, the study used exploratory investigation in the form of executive interview, focus group discussion, and questionnaire survey. To examine reliability of the determinants “item-total correlation” was applied. The proposed model shows quality service has been seen as a direct result of the quality of library products, services, and service providers that leads to ensure user satisfaction and loyalty. It also demonstrates how users are the central theme from all functional perspectives of library services. The model emphasizes the quality improvement and operational efficiencies are to be working together to achieve a competitive advantage. The model may help librarians understand how to set the users as the central theme from all functional perspectives of the library services. 相似文献
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《Government Information Quarterly》2006,23(1):97-122
This paper identifies the factors that determine the publics' acceptance of e-Government services. The online tax filing and payment system (OTFPS) is a well-known e-Government service in Taiwan. Using a theoretical model based on the theory of planned behavior, this study aims to (1) identify the determinants for acceptance of the OTFPS; (2) examine the causal relationships among the variables of acceptance behavior for the OTFPS; and (3) explore the relative importance of each determinant for both those who use the OTFPS and those who do not. The article reports on a survey that collected 1,099 usable responses. The results indicate that the proposed model explained up to 72 percent of the variance in behavioral intention. In addition, the important determinants of user acceptance of the OTFPS are perceived usefulness, ease of use, perceived risk, trust, compatibility, external influences, interpersonal influence, self-efficacy, and facilitating condition. Finally, the academic and practical implications of these findings are discussed. 相似文献
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Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed. 相似文献
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Godwin KaisaraAuthor Vitae 《Government Information Quarterly》2011,28(2):211-221
Over the past decade, governments have embarked on major Information and Communication Technology (ICT) investments in an attempt to take advantage of the benefits of the internet in extending the channels by which services are provided to their respective citizenries. With the increasing reliance on ICTs, one of the challenges facing public sector managers is how to evaluate the success or effectiveness of their ICT investments. Given the citizen-focused objectives of governments, service quality approaches offer a suitable frame for evaluating ICT effectiveness. This paper therefore extends current e-Service quality research into the e-Government domain. The paper reports on the development of a multi-item instrument for evaluating the e-Service quality constructs of an e-Government website in South Africa. The development of this instrument also takes into account the service delivery principles which have been adopted by the South African government viz. the Batho Pele program. The study shows that there are six service quality dimensions applicable in e-Government evaluation, viz. website design, navigation, communication, site aesthetics, information quality, and security. The generic instrument allows practitioners to modify and utilise it according to their needs. 相似文献
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Mauritius, a country that represents one of the leading advocates of e-Governance in Sub-Saharan Africa, has taken significant action to improve e-readiness dimensions and as such ranks high in terms of e-readiness index with respect to other Sub-Saharan African countries, based on the United Nations Global e-Government Readiness index. A close look at the usage rate of e-Government services such as online application, however, reveals that it is very low while online transaction is still rhetoric. This paper therefore assesses whether the high e-readiness index gives a true indication of the citizens' e-readiness using available secondary data sources. It further explores the factors facilitating and inhibiting citizens' e-readiness through the administration of a survey questionnaire. The main findings reveal that the barriers inhibiting citizens' e-readiness are resistance to change, absence of opportunities for e-participation and e-consultation, and lack of awareness. The main facilitators of citizens' e-readiness emanating from the analysis are awareness campaigns which tease out the advantages of online public services compared to traditional methods of service delivery, building of trust in government, and managing change. 相似文献
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《Government Information Quarterly》2020,37(1):101413
The increasing use of the Internet for service delivery has paralleled an increase of e-service users' privacy concerns as technology offers ample opportunities for organizations to store, process, and exploit personal data. This may reduce individuals' perceived ability to control their personal information and increase their perceived privacy risk. A systematic understanding of individuals' privacy concerns is important as negative user perceptions are a challenge to service providers' reputation and may hamper service delivery processes as they influence users' trust and willingness to disclose personal information. This study develops and validates a model that examines the effect of organizational privacy assurances on individual privacy concerns, privacy control and risk perceptions, trust beliefs and non-self-disclosure behavior. Drawing on a survey to 547 users of different types of e-services – e-government, e-commerce and social networking – in Rwanda, and working within the framework of exploratory analysis, this study uses partial least square-structural equation modeling to validate the overall model and the proposed hypotheses. The findings show that perceptions of privacy risks and privacy control are antecedents of e-service users' privacy concerns, trust and non-self-disclosure behavior. They further show that the perceived effectiveness of privacy policy and perceived effectiveness of self-regulations influence both perceptions of privacy risks and control and their consequences; users' privacy concerns, trust and non-self-disclosure behavior. The hypotheses are supported differently across the three types of e-services, which means that privacy is specific to context and situation. The study shows that the effect of privacy assurances on trust is different in e-government services than in other services which suggest that trust in e-government may be more complex and different in nature than in other contexts. The findings serve to enhance a theoretical understanding of organizational privacy assurances and individual privacy concerns, trust and self-disclosure behavior. They also have implications for e-service providers and users as well as for regulatory bodies and e-services designers. 相似文献
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Petter Bae Brandtzaeg Asbjørn Følstad María Ángeles Chaparro Domínguez 《Journalism Practice》2018,12(9):1109-1129
While services for fact-checking and verification to counter fake news in social media have increased, little research has investigated how journalists and the public perceive such services. This study reflects the outcomes of REVEAL, a three-year European Union research project investigating the use and impact of services for fact-checking and verification. Based on interviews with 32 young journalists and content analysis of social media users’ online conversations, we contribute new knowledge about the ways that journalists and social media users perceive online fact-checking and verification services. The findings suggest that, while young journalists were largely unfamiliar with or ambivalent about such services, they judged them as potentially useful in the investigative journalistic process. Yet, they were unwilling to rely exclusively on these tools for fact-checking and verification. A comparison of journalists’ perceptions with those of social media users reveals social media users are similarly ambivalent. Some accentuated the usefulness of such services, while others expressed strong distrust. However, the journalists displayed a more nuanced perspective, both seeing these services as potentially useful and being reluctant to blindly trust a single service. Design strategies to make online fact-checking and verification services more useful and trustworthy are suggested. 相似文献
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Muhammad Jaber Hossain 《图书馆管理杂志》2013,53(6):462-482
ABSTRACTThis article investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUAL-based questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users’ unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users’ needs, an external communication gap between library and users, lack of attention to enhance staffs’ performance, etc. Based on the service deficiencies identified, the study offers some measures that could be used as a way to improve service quality, and thereby user satisfaction. 相似文献
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In autumn 2012, the University of Birmingham launched FindIt@Bham, a Primo-based Resource Discovery Service, after a series of focus groups with students and staff to help determine its initial configuration and customization. This article presents the results from a large-scale online survey and focus groups that were conducted to poll users’ attitudes to the service over twelve months later, adding to a small body of research on user satisfaction with established resource discovery services. From the survey the overall level of appreciation was high with 71.13% rating FindIt@Bham to be “Good” or “Very Good.” The level of appreciation was compared across undergraduates, postgraduates (taught and research), and academic staff which revealed that undergraduates are the group of users most happy with the service with academic staff being least satisfied. The reasons for this discrepancy are considered, along with users’ behavior and a discussion of their perceptions of individual functional areas. The survey results led to focus group activities tailored to extract deeper information on system usage and satisfaction. From these combined activities, future customizations and developments to FindIt@Bham such as tuning of result relevancy, improved online help, and additional functionality can be prioritized. 相似文献
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Throughout the last decade, user involvement in e-Government service design has been virtually non-existent. Over time, e-Government experts began to realize that these services would benefit from a citizen-centric requirements engineering approach which has led to a demand for such an approach for this particular field. This article presents a citizen-centric approach towards user requirements engineering for e-Government services. It utilizes interviews and citizen walkthroughs of low-fidelity prototypes. A case study of a social support portal illustrates the approach and shows the need for repeated citizen inquiry, as the implementation of user requirements in low-fidelity prototype design is not always accepted by prospective end-users. 相似文献