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A Literature Review on Quality Models for Online E-Government Services
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Author(s): Filipe Sá (University of Vigo, Spain), Álvaro Rocha (University of Coimbra, Portugal)and Manuel Pérez-Cota (University of Vigo, Spain)
Copyright: 2016
Pages: 16
Source title:
Global Perspectives on Risk Management and Accounting in the Public Sector
Source Author(s)/Editor(s): Augusta da Conceição Santos Ferreira (University of Aveiro, Portugal), Graça Maria do Carmo Azevedo (University of Aveiro, Portugal), Jonas da Silva Oliveira (Instituto Universitário de Lisboa (ISCTE-IUL), Portugal)and Rui Pedro Figueiredo Marques (University of Aveiro, Portugal)
DOI: 10.4018/978-1-4666-9803-1.ch008
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Abstract
The study presented in this chapter will serve as a basis for the development of a suitable methodology whose purpose is to evaluate the quality of Local e-Government online services. Citizens expect quality public services, and their online dimension is no exception. The quality of these services should be analysed and accounted for, in order to maximize and develop strategies that improve the offered services, increasing the levels of satisfaction of their recipients. In this sense, this first study puts forth a systematization of the relevant bibliography, focusing on the quality of two types of services: traditional and e-Government. Each methodology was analysed in order to identify the main quality dimensions used. Up to the present moment, the identification of a service quality evaluation method particularly focused on local online e-Government wasn't achieved, and this justifies the development of an investigation project whose main purpose is to create such methodology in this field.
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