Ghent University Academic Bibliography

Advanced

User-centered E-Government in practice: a comprehensive model for measuring user satisfaction

Pieter Verdegem UGent and Gino Verleye UGent (2009) GOVERNMENT INFORMATION QUARTERLY. 26(3). p.487-497
abstract
New information and communication technologies (ICT) offer the government new possibilities for providing citizens and businesses with better, more efficient services. Criticism about the provision of E-Government services, however, has proposed a more user-oriented approach. The user needs to be placed at the center of the development and the provision of electronic public services. Simultaneously, it is important to investigate the impact of the new services on customers. User satisfaction may indeed have a decisive influence on large-scale adoption and use of E-Government services. This article describes the development of a comprehensive model for measuring user satisfaction in the context of E-Government. It rethinks the e-strategies of government and subsequently presents a conceptual model derived from ICT acceptance theory. Both quantitative as well as qualitative research have been carried out in order to elaborate the model and to formulate adequate indicators for measuring user satisfaction. The measurement model has been tested using data from five Flemish E-Government websites. Structural equation modeling (SEM) was applied in order to investigate the goodness of fit of the model and the underlying indicators. Based on the results, it becomes possible to reduce the list of indicators to nine items, still covering the full conceptual model. With this shortlist of satisfaction determinants, E-Government suppliers would be able to get a clear view on acceptance of their Internet services by the users.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
subject
keyword
User-centered E-Government, Government internet services, Acceptance of information technology and services, ELECTRONIC GOVERNMENT, SERVICE QUALITY, User research, Benchmarking, Measurement of satisfaction, PERCEPTIONS, SYSTEM, CITIZENS, NETHERLANDS, CHALLENGES, ACCEPTANCE, WEB SITES, INFORMATION-TECHNOLOGY
journal title
GOVERNMENT INFORMATION QUARTERLY
Gov. Inf. Q.
volume
26
issue
3
pages
487 - 497
Web of Science type
Article
Web of Science id
000267238700008
JCR category
INFORMATION SCIENCE & LIBRARY SCIENCE
JCR impact factor
2.098 (2009)
JCR rank
11/65 (2009)
JCR quartile
1 (2009)
ISSN
1872-9517
0740-624X
DOI
10.1016/j.giq.2009.03.005
language
English
UGent publication?
yes
classification
A1
copyright statement
I have transferred the copyright for this publication to the publisher
id
606826
handle
http://hdl.handle.net/1854/LU-606826
date created
2009-05-04 17:13:03
date last changed
2015-06-17 11:10:59
@article{606826,
  abstract     = {New information and communication technologies (ICT) offer the government new possibilities for providing citizens and businesses with better, more efficient services. Criticism about the provision of E-Government services, however, has proposed a more user-oriented approach. The user needs to be placed at the center of the development and the provision of electronic public services. Simultaneously, it is important to investigate the impact of the new services on customers. User satisfaction may indeed have a decisive influence on large-scale adoption and use of E-Government services.
This article describes the development of a comprehensive model for measuring user satisfaction in the context of E-Government. It rethinks the e-strategies of government and subsequently presents a conceptual model derived from ICT acceptance theory. Both quantitative as well as qualitative research have been carried out in order to elaborate the model and to formulate adequate indicators for measuring user satisfaction.
The measurement model has been tested using data from five Flemish E-Government websites. Structural equation modeling (SEM) was applied in order to investigate the goodness of fit of the model and the underlying indicators. Based on the results, it becomes possible to reduce the list of indicators to nine items, still covering the full conceptual model. With this shortlist of satisfaction determinants, E-Government suppliers would be able to get a clear view on acceptance of their Internet services by the users.},
  author       = {Verdegem, Pieter and Verleye, Gino},
  issn         = {1872-9517},
  journal      = {GOVERNMENT INFORMATION QUARTERLY},
  keyword      = {User-centered E-Government,Government internet services,Acceptance of information technology and services,ELECTRONIC GOVERNMENT,SERVICE QUALITY,User research,Benchmarking,Measurement of satisfaction,PERCEPTIONS,SYSTEM,CITIZENS,NETHERLANDS,CHALLENGES,ACCEPTANCE,WEB SITES,INFORMATION-TECHNOLOGY},
  language     = {eng},
  number       = {3},
  pages        = {487--497},
  title        = {User-centered E-Government in practice: a comprehensive model for measuring user satisfaction},
  url          = {http://dx.doi.org/10.1016/j.giq.2009.03.005},
  volume       = {26},
  year         = {2009},
}

Chicago
Verdegem, Pieter, and Gino Verleye. 2009. “User-centered E-Government in Practice: a Comprehensive Model for Measuring User Satisfaction.” Government Information Quarterly 26 (3): 487–497.
APA
Verdegem, P., & Verleye, G. (2009). User-centered E-Government in practice: a comprehensive model for measuring user satisfaction. GOVERNMENT INFORMATION QUARTERLY, 26(3), 487–497.
Vancouver
1.
Verdegem P, Verleye G. User-centered E-Government in practice: a comprehensive model for measuring user satisfaction. GOVERNMENT INFORMATION QUARTERLY. 2009;26(3):487–97.
MLA
Verdegem, Pieter, and Gino Verleye. “User-centered E-Government in Practice: a Comprehensive Model for Measuring User Satisfaction.” GOVERNMENT INFORMATION QUARTERLY 26.3 (2009): 487–497. Print.