The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Toward Quality Measurement Approaches for Improving E-Government Services in Jordan
Abstract
Recent research studies reveal that approaches are required in improving the quality of e-government services for ensuring success and improved performance that would result in user satisfaction. This chapter investigates combining lean six sigma applications and SERVQAUL approaches to improve quality of electronic services (e-services). While six sigma applications in the service sector have many success stories in quality improvement programs, there are a lack of studies conducted on its application in information and communication technologies such as e-services. This chapter addresses this gap in literature and benefits future studies in applying six sigma for quality improvement of various electronic projects that are gaining huge investments from develop countries and organizations. This chapter presents e-service dimensions (reliability, responsiveness, ease of use, personalization, Website design); in addition, it considers security as a very important dimension for e-service quality and identifies level of quality service provided by e-government in a developing country, such as Jordan. The results show that the quality measurement approach used improves e-service quality and increases user satisfaction.
Related Content
|
Dina Darwish.
© 2024.
28 pages.
|
|
Dina Darwish.
© 2024.
28 pages.
|
|
Muhammad Ahmed, Adnan Ahmad, Furkh Zeshan, Hamid Turab.
© 2024.
33 pages.
|
|
Pankaj Bhambri.
© 2024.
17 pages.
|
|
Kaushikkumar Patel.
© 2024.
20 pages.
|
|
Vijaya Kittu Manda, Arnold Mashud Abukari, Vivek Gupta, Madavarapu Jhansi Bharathi.
© 2024.
24 pages.
|
|
Pankaj Bhambri.
© 2024.
17 pages.
|
|
|