The E-co Model – Citizens’ Driving E-service Quality
نویسندگان
چکیده
Many models for characterizing and evaluating e-services emphasise different levels of complexity and maturity of e-services. These frameworks takes as their starting point an organisational point of view on e-services where it seems that integration between different public authorities is the ultimate goal. An unresolved quest is however to judge and design e-services desired by the citizen. For this scope it is essential to identify recipients of the e-service and for what purpose these recipients ought to use the eservice. One group of recipients of public e-services is the citizens. In this paper shortcomings of existing frameworks are identified founded in a citizen-centric value base. These shortcomings are then used as a driver for putting forward an alternative model for evaluation and design of e-services.
منابع مشابه
Trust, Reputation and Quality of E-Banking Services (Case Study: Melli Bank Customers)
In today’s very competitive world gaining competitive advantage is bound to arranging products and services of companies and businesses in accordance with customers’ needs. For this purpose, gaining reputation in E-service can be quite helpful. Thus the goal of the present research is studying the effect of E-Banking Service Quality on Bank Reputation. So a coherent collection of structures wer...
متن کاملA Model of E-Loyalty and Word-Of-Mouth based on e-trust in E-banking services (Case Study: Mellat Bank)
Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...
متن کاملApplying Grey E-S-QUAL Model to Evaluate the Gaps between Expectation and Perception of the Customer Based on E-services Quality: A Case Study of an Iranian Online Retailer
This study aims to apply Grey system based on modified E-S-Qual model to analyze e-service quality.Questionnaires on the basis of E-S-Qual model, which consisted in 7 dimensions, were distributed among customers of 5040.ir, an online retailer in Iran. 251 questionnaires were obtainedfrom the customer’s website. After applying the method and calculating the scores in each dimension, the gap betwe...
متن کاملUnderstanding the Antecedents and Consequences of E-Government Service Quality: Transactional Frequency as a Moderator of Citizens' Quality Perceptions
Difficulties in defining as well as understanding the antecedents and consequences of e-government service quality have stymied the design of efficacious e-government websites. This study presents a definition and model of e-government service quality that bridges the gap between e-government and marketing literatures. We then explore the delineation between service content and delivery quality...
متن کاملA Multiple-Item Scale for Assessing E-Government Service Quality
A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens’ needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized a...
متن کامل