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https://ah.lib.nccu.edu.tw/handle/140.119/72109
題名: | Evaluation of e-government services: A citizen-centric approach to citizen e-complaint services, 400-417 | 作者: | Yeh, Shang-Ching;Chu, Pin-Yu | 貢獻者: | 公行系 | 日期: | Mar-2010 | 上傳時間: | 17-Dec-2014 | 摘要: | 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. | 關聯: | Citizens and e-government: evaluating policy and management, 400-417. Hershey, PA : Information Science Reference, c2010. 國際標準書號 9781615209316 |
資料類型: | book/chapter | DOI: | http://dx.doi.org/10.4018/978-1-61520-931-6.ch022 |
Appears in Collections: | 專書/專書篇章 |
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