dc.contributor.author | Martin, Nigel | |
dc.contributor.author | Rice, John | |
dc.date.accessioned | 2017-05-03T15:52:35Z | |
dc.date.available | 2017-05-03T15:52:35Z | |
dc.date.issued | 2011 | |
dc.date.modified | 2013-05-31T00:43:25Z | |
dc.identifier.issn | 15483886 | |
dc.identifier.doi | 10.4018/jegr.2011070103 | |
dc.identifier.uri | http://hdl.handle.net/10072/48295 | |
dc.description.abstract | This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community. | |
dc.description.peerreviewed | Yes | |
dc.description.publicationstatus | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | IGI Global | |
dc.publisher.place | United States | |
dc.relation.ispartofstudentpublication | N | |
dc.relation.ispartofpagefrom | 38 | |
dc.relation.ispartofpageto | 56 | |
dc.relation.ispartofissue | 3 | |
dc.relation.ispartofjournal | International Journal of Electronic Government Research | |
dc.relation.ispartofvolume | 7 | |
dc.rights.retention | Y | |
dc.subject.fieldofresearch | Information and Computing Sciences not elsewhere classified | |
dc.subject.fieldofresearch | Commerce, Management, Tourism and Services | |
dc.subject.fieldofresearch | Studies in Human Society | |
dc.subject.fieldofresearch | Law and Legal Studies | |
dc.subject.fieldofresearchcode | 089999 | |
dc.subject.fieldofresearchcode | 15 | |
dc.subject.fieldofresearchcode | 16 | |
dc.subject.fieldofresearchcode | 18 | |
dc.title | Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
gro.date.issued | 2011 | |
gro.hasfulltext | No Full Text | |
gro.griffith.author | Rice, John | |