Customer Satisfaction Measurement Model of E-government Service
Since the late 1990s, numerous governments have made huge investments in electronic government services. The rise of these services has led to a concurrent need to develop models of customer satisfaction of e-government services. This study aims to establish an e-government customer satisfaction measurement model from the behavioral perspectives of users. Based on the Technology Acceptance Model (TAM) and Self-service Technology (SST), the study proposes an intergraded model for measuring e-government customer satisfaction. An online survey is undertaken. The target population is undergraduate students who have experienced with browsing and searching for the information in e-government web portals. Using structural equation modeling, a highly statistically significant goodness-of-fit was found for the model. The results show that the important determinants of customer satisfaction of e-government are perceived usefulness, perceived ease of use, perceived reliability and perceived personalization. Finally, the academic and practical conclusions are discussed.
Yan Liu Changfeng Zhou Yingwu Chen
College of information system and management, National University of Defense Technology, Changsha, H College of Humanities and Social Science,National University of Defense Technology, Changsha, Hunan, College of information system and management,National University of Defense Technology, Changsha, Hu
国际会议
青岛
英文
419-423
2010-07-15（万方平台首次上网日期，不代表论文的发表时间）