Towards a Citizen-Centric E-Government Service Index Model

2015 ◽  
pp. 928-947
Author(s):  
Mohamed R. Zakaria ◽  
Tarek R. Gebba ◽  
Mohamed Gamal Aboelmaged
Keyword(s):  
Maturity Model ◽  
Government Service ◽  
Government Services ◽  
Index Model ◽  
Proposed Model ◽  
Government Development

The purpose of this chapter is three-fold. First, it proposes a novel E-Government Service Index (ESI) that is a citizen-centric maturity model. Second, the model uses Egypt's E-Government services as an experimental arena to spot the maturity of the provided services and highlights e-government development in Egypt. Finally, the chapter explores the impediments of citizen-centric e-government implementation within the Egyptian context and recommends specific interventions within the frame of the proposed model.

Towards a Citizen-Centric E-Government Service Index Model

2015 ◽  
pp. 374-395
Author(s):  
Mohamed R. Zakaria ◽  
Tarek R. Gebba ◽  
Mohamed Gamal Aboelmaged
Keyword(s):  
Maturity Model ◽  
Government Service ◽  
Government Services ◽  
Index Model ◽  
Proposed Model ◽  
Government Development

The purpose of this chapter is three-fold. First, it proposes a novel E-Government Service Index (ESI) that is a citizen-centric maturity model. Second, the model uses Egypt's E-Government services as an experimental arena to spot the maturity of the provided services and highlights e-government development in Egypt. Finally, the chapter explores the impediments of citizen-centric e-government implementation within the Egyptian context and recommends specific interventions within the frame of the proposed model.

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

scholarly journals Empirical Validation of Personal and Situational Traits in Usage of Transactional e-Government Services

2021 ◽  
pp. 47-60
Author(s):  
Jongheon Kim ◽  
David Ang* ◽  
Gang-hoon Kim
Keyword(s):  
Technology Acceptance ◽  
Information Disclosure ◽  
Structural Equation ◽  
Structural Model ◽  
Internet Survey ◽  
Equation Modeling ◽  
Measurement Scales ◽  
Government Services ◽  
Research Areas ◽  
Proposed Model

With technology advanced and the flourishing of wired or wireless networks in our daily life, privacy and trustability of transaction media have become highly cherished value. Individuals often make choices in which they surrender a certain degree of privacy in exchange for outcomes or convenience that are perceived to be worthy of the risk of information disclosure. This research attempts to facilitate understandings of the utility of the Technology Acceptance Model (TAM) which is a strongly supported and well-established vehicle in information research and incorporates privacy, risk, and trust factor that are previously regarded as separate research areas from TAM. In addition, it also suggests individual dispositions as precursory factors and examines how they affect users’ risk and trust perception in using transactional e-government services. The proposed model was tested using data gathered from 309 respondents from an internet survey. Structural equation modeling (SEM) using Mplus was employed to validate measurement and structural model. Based on this outcome, the measurements were redefined as composite scores, and subsequent path analysis was conducted to test the proposed hypotheses. The findings provide the structural or causal model of the proposed model attainable, but it requires the development of reliable and valid measurement scales.

scholarly journals Framework for Developing an Information Technology Maturity Model for Smart City Services in Emerging Economies: (FSCE2)

2021 ◽  
Vol 11 (22) ◽  
pp. 10712
Author(s):  
Wilson Nieto Bernal ◽  
Keryn Lorena García Espitaleta
Keyword(s):  
Information Technology ◽  
Emerging Economies ◽  
Smart City ◽  
Smart Cities ◽  
Maturity Model ◽  
It Services ◽  
Implementation Model ◽  
Proposed Model ◽  
The City

The goal of this research is to design a framework to develop an information technology (IT) maturity model to guide the planning, design, and implementation of smart city services. The objectives of the proposed model are to define qualitatively and measure quantitatively the maturity levels for the IT dimensions used by smart cities (IT governance, IT services, data management and infrastructure), and to develop an implementation model that is practical and contextualized to the needs of any territory that wants to create or improve smart city services. The proposed framework consists of three components: a conceptual model of smart city services, IT dimensions and indicators, and IT maturity levels. The framework was validated by applying it to a case study for the evaluation of the IT maturity levels for the city of Cereté, Colombia.

Examining the impact of e-government service process on user satisfaction

2018 ◽  
Vol 11 (3) ◽  
pp. 321-336 ◽  
Author(s):  
Amit Sachan ◽  
Rajiv Kumar ◽  
Ritu Kumar
Keyword(s):  
User Satisfaction ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Technological Capabilities ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
The Government ◽  
The Impact ◽  
Government Website

Purpose A government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction. Design/methodology/approach This study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses. Findings The findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction. Research limitations/implications The sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research. Practical implications The research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user. Originality/value E-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

Web Portals in Government Service

Web Portals ◽  
2011 ◽  
pp. 212-229 ◽  
Author(s):  
Tony Aitkenhead
Keyword(s):  
Entry Point ◽  
Business Enterprise ◽  
Web Portals ◽  
Government Service ◽  
Access Points ◽  
Government Services ◽  
Central Access ◽  
Operational Models ◽  
Available Information

Government portals are not dissimilar to business enterprise portals, although many of these are the entry point to the organisation’s intranet and thus internally facing. The purpose of a portal is to increase the volume of available information, and government portals are becoming gateways or central access points for many e-government initiatives around the globe. They perform this task well as they provide a consistent and easy-to-use interface that allows citizens access to a range of government services. This chapter presents the findings of a review of two Victorian government portals, each of which has implemented different operational models.

Evaluation of E-government Services

2010 ◽  
pp. 400-417
Author(s):  
Shang-Ching Yeh ◽  
Pin-Yu Chu
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Public Officials ◽  
Government Services ◽  
Empirical Results

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.

A two-stage structural equation modeling-neural network approach for understanding and predicting the determinants of m-government service adoption

2019 ◽  
Vol 21 (4) ◽  
pp. 419-438 ◽  
Author(s):  
Shamim Talukder ◽  
Raymond Chiong ◽  
Sandeep Dhakal ◽  
Golam Sorwar ◽  
Yukun Bao
Keyword(s):  
Neural Network ◽  
Structural Equation ◽  
Equation Modeling ◽  
Intention To Use ◽  
Government Service ◽  
Content Type ◽  
Service Adoption ◽  
Government Services ◽  
Performance Expectancy ◽  
And Performance

Purpose Despite the widespread use of mobile government (m-government) services in developed countries, the adoption and acceptance of m-government services among citizens in developing countries is relatively low. The purpose of this study is to explore the most critical determinants of acceptance and use of m-government services in a developing country context. Design/methodology/approach The unified theory of acceptance and use of technology (UTAUT) extended with perceived mobility and mobile communication services (MCS) was used as the theoretical framework. Data was collected from 216 m-government users across Bangladesh and analyzed in two stages. First, structural equation modeling (SEM) was used to identify significant determinants affecting users' acceptance of m-government services. In the second stage, a neural network model was used to validate SEM results and determine the relative importance of the determinants of acceptance of m-government services. Findings The results show that facilitating conditions and performance expectancy are the two important precedents of behavioral intention to use m-government services, and performance expectancy mediates the relationship between MCS, mobility and the intention to use m-government services. Research limitations/implications Academically, this study extended and validated the underlying concept of UTAUT to capture the adoption behavior of individuals in a different cultural context. In particular, MCS might be the most critical antecedent towards mobile application studies. From a practical perspective, this study may provide valuable guidelines to government policymakers and system developers towards the development and effective implementation of m-government systems. Originality/value This study has contributed to the existing, but limited, literature on m-government service adoption in the context of a developing country. The predictive modeling approach is an innovative approach in the field of technology adoption.

scholarly journals E- Government Service Review In Dumai City Indonesia

Jurnal Niara ◽  
2020 ◽  
Vol 13 (1) ◽  
pp. 260-267
Author(s):  
Dedy Afrizal
Keyword(s):  
Local Government ◽  
Electronic Government ◽  
Future Research ◽  
Intention To Use ◽  
Unified Theory ◽  
Government Service ◽  
Government Services ◽  
Utaut Model ◽  
Use Of Technology ◽  
Research Findings

Electronic government are in their early stages in many city in Indonesia. Local government has faced a number of challenges and faced with various issues pertaining to their implementation of e-government services.  This paper utilises the Unified Theory of Acceptance and Use of technology (UTAUT) model to explore e-government services in Dumai city. The purpose of this paper to present a concept idea to seeing intention to use e-government in Dumai City. The Paper suggest future research with quantitative approach to find aspect to consider in producing significant and credible research findings. This research is expected can help government in improving intention citizens’ use of e-government services. Keywords: E-Government, UTAUT model, Local Government

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