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Title: Evaluation of e-government services: A citizen-centric approach to citizen e-complaint services, 400-417
Authors: Yeh, Shang-Ching;Chu, Pin-Yu
Contributors: 公行系
Date: 2010-03
Issue Date: 2014-12-17 10:27:20 (UTC+8)
Abstract: 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.
Relation: Citizens and e-government: evaluating policy and management, 400-417.
Hershey, PA : Information Science Reference, c2010.
國際標準書號 9781615209316
Data Type: book/chapter
DOI 連結:
Appears in Collections:[公共行政學系] 專書/專書篇章

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