The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Article

Measuring Users' Satisfaction with Malaysia's Electronic Government Systems  pp283-294

Norshidah Mohamed, Husnayati Hussin, Ramlah Hussein

© Jan 2009 Volume 7 Issue 3, Editor: Frank Bannister, pp209 - 294

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Abstract

The research seeks to measure users' satisfaction and identify the contributors of satisfaction. We used the end‑user computing satisfaction (EUCS) model as the a priori model to measure internal end‑users' satisfaction with Malaysia's electronic government systems. We gathered data from internal end‑users at the level of officers and directors of Malaysia's electronic government systems. Using the structural equation modeling approach, our results show that all five first‑order factors, content, accuracy, timeliness, format and ease of use, explain the contributors of satisfaction. Further, our studies provide the evidence that in Malaysia's electronic government context, end‑users' satisfaction priorities are timeliness, content and accuracy. This paper makes a significant contribution by applying the Information Systems body of knowledge to measure users' satisfaction with Malaysia's electronic government systems, test and validate the EUCS model in the context of Malaysia's electronic government environment. The paper has enhanced our understanding of users' demands for interactions with business, citizens and other government personnel in the Malaysian electronic government environment.

 

Keywords: end-user computing satisfaction, structural equation modeling, confirmatory factor analysis, information systems, electronic government systems

 

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Journal Article

Measuring for Knowledge: A Data‑Driven Research Approach for eGovernment  pp226-235

Pieter Verdegem, Jeroen Stragier, Gino Verleye

© Dec 2010 Volume 8 Issue 2, ECEG Conference Issue, Editor: Frank Bannister, pp83 - 235

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Abstract

As ICT provide a lot of possibilities, high expectancies exist towards the electronic public service provision. All governments are increasingly establishing their e‑strategies. However, eGovernment still faces many challenges as it continues to develop. The current status of electronic services delivery opens up a lot of questions, both for practitioners and researchers. Therefore, further progress of eGovernment needs a profound knowledge base. eGovernment policy has focused several years on bringing online public services and on benchmarking their availability and sophistication. Simultaneously, eGovernment measurement and monitoring activities are often based on the so‑called supply‑side benchmarking. Although this is important knowledge, it is under criticism because it lacks a user‑centric viewpoint of eGovernment development. This article presents and discusses a bottom‑up and data‑driven approach about how research can help to manage (user‑centric) eGovernment strategies. Based on statistical testing (techniques of structural equation modeling, SEM) of large‑scale sample data from the Belgian government, the authors have investigated which relations do exist between contextual variables and the availability and/or satisfaction of electronic public services. By doing this, this manuscript presents an illustration of a data‑driven approach in eGovernment monitoring and it explains how this can support and enrich the management and evaluation of eGovernment policy.

 

Keywords: eGovernment, methodology, management, benchmarking, evaluation, satisfaction, structural equation modeling, SEM

 

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Journal Article

The Impact of Information Systems on Taxation: A Case of Users Experience With an e‑Recovery Information System  pp110-121

Mitja Dečman, Maja Klun

© Dec 2015 Volume 13 Issue 2, ECEG2015, Editor: Carl Adams, pp75 - 160

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Abstract

Abstract: Although information technologys impact is evident in the everyday life of citizens and the private sector, the public sector has also gained and is gaining many benefits and could gain even more. Technology and information systems enable e‑gov ernment processes to run more effectively and efficiently, changing organisations structure, people, processes, and regulations. Information systems (IS) are especially efficient in environments where a great amount of data is available and exact calcu lations are needed for many different stakeholders. Such an area in the public sector is obviously the area of taxation. These systems gather a great amount of data from different sources, they need to be reliable and, since a multitude of different users within and outside of the public sector are using them, they have to be user friendly. The aim of the research was to test one such system, called e‑recovery, and the influence of different factors, including the following: user training, user documentat ion, user support, system usability, user interface, system speed, and specific system functionalities. Through empirical quantitative research, we surveyed more than 170 executors that use the e‑recovery system every day. The findings of the statistical analysis of the individual measured indices and correlations between them provide support for these indices and show that the e‑recovery system was well accepted among users and found to be very useful. Users evaluated the majority of the indices as above average but stressed the issue of inadequate training. Users do acknowledge that their work is faster due to e‑recovery system use, but their motivation for work is not affected. The imperfections stressed most often were the occasional system failures, upgrade delays, and connection interruptions, since users access the system through the internet.

 

Keywords: Keywords: e-government, government to government, information systems assessment, e-recovery, user satisfaction, tax recovery

 

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Journal Article

Enabling Citizen Participation in Gov 2.0: An Empowerment Perspective  pp77-93

Mohammed Aladalah, Yen Cheung, Vincent Lee

© Dec 2015 Volume 13 Issue 2, ECEG2015, Editor: Carl Adams, pp75 - 160

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Abstract

Abstract: In order to investigate the low levels of citizen participation in Gov2.0, we used the theoretical lens of empowerment to better understand the use of Gov2.0. The paper includes an analysis of both management and psychology literatures; elaborates and discusses the conceptual issues of citizen empowerment, satisfaction, and participation in Gov2.0. A research model to enhance the understanding of citizen participation in Gov 2.0 is presented in this paper. The model includes four factors pertaining to empowerment theory: sense of impact, competence, meaningfulness and sense of control, which are believed to influence citizen participation in Gov2.0. A further positive outcome of citizen empowerment is higher levels of satisfaction with Gov 2.0. These suggestions make a strong case for citizen empowerment in Gov 2.0 to enhance the understanding of citizen participation in Gov. 2.0 as well as providing useful information for government agencies. Government agency decision‑makers can also benefit from new insights into citizen participation and enhance citizen experiences with Gov2.0. The paper concludes with implications for theory and practice, and suggests avenues for future work.

 

Keywords: Keywords: Gov 2.0, citizens, participation, empowerment, satisfaction

 

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