In this research we develop, operationalize and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services. We argue and empirically demonstrate the need for considering not only the expectations of customers but also their desires in order to enhance customer satisfaction. The empirical results show the superiority of the proposed model to tho...

In the last decade many governments have created e-services in order to deliver instant and advanced services to their citizens. One of the major transactions between the state and the citizens is tax filling and payment. This paper highlights critical factors that make a tax web site successful. Its purpose is the creation of an integrated evaluation framework for tax web sites. This framework...

In recent years, we have seen an ever increasing push for new public e-services. Such e-services must be useful and beneficial for governments but also for citizens. In order to develop e-services that are effective, efficient and satisfactory for the citizens, the citizens have to be kept in focus and be involved in the development process. However, municipalities face pressure to develop a wi...

This paper reports the results of a study to investigate the digital divide in Lebanon based on data collected in August 2008 from 330 potential users of Lebanese public e-services. The study investigated factors that make a difference for e-access and e-skills and how socio-economic, demographic, and cultural factors explain the digital divide. Overall, results show that gender, age, religion,...