Effect Of E Government Based Service Delivery On Customers Satisfaction

Author : Ashenafi Tola
Publisher : GRIN Verlag
Page : 113 pages
File Size : 51,6 Mb
Release : 2020-08-27
Category : Business & Economics
ISBN : 9783346235251

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Effect of E-Government Based Service Delivery on Customers’ Satisfaction by Ashenafi Tola Pdf

Master's Thesis from the year 2020 in the subject Organisation and administration - Public administration, grade: 4/4, Ethiopian Civil Service University (Leadership and Good Governance), course: Thesis, language: English, abstract: The general objective of this study is mainly to examine the effect of e-government based service delivery on customers’ satisfaction in the case of Addis Ababa city Administration vital events registration agency. It answers the following questions: What is the level of quality of e-government based services delivery in AAVERA? Do E-Government factors affect customers’ perception of service quality in Addis Ababa Vital Events Registration Agency? Is the perceived service delivery a significant predictor of customers’/citizens’ satisfaction? What challenges and additional measures can be taken to improve the E-Government service delivery in Addis Ababa vital events registration agency? The emergence of electronic government both in practice and in concept has been one of the important developments in public administration in the past ten years. It seems to be the next generation of the development in the public sectors. To greater extent governments around the world are introducing e-government as a means of reducing costs, improving services for citizens and increasing effectiveness and efficiency at national, regional and local levels of the public sector. This research mainly examined the effect of e-government based service delivery on customers’ satisfaction in Addis Ababa Vital Events Registration Agency by using TAM and SERVQUAL Models. Convergent parallel mixed research design was adopted to guide the study with both quantitative and qualitative data. Quantitative data was analyzed by using Standardized multiple regressions Model (ANOVA and correlation coefficient) and Binary Logistic regression model was used to test the hypotheses. Qualitative data were analyzed using five steps (Compiling, disassembling, reassembling, interpreting and concluding) of data. All data were gained from questionnaire, key informants interview, focus group discussion and secondary data to achieve its objective.

Author : Maria A. Wimmer
Publisher : Unknown
Page : 128 pages
File Size : 52,8 Mb
Release : 2010
Category : Electronic government information
ISBN : 364214800X

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Electronic Government by Maria A. Wimmer Pdf

Annotation. This book constitutes the refereed proceedings of the 9th International Conference, EGOV 2010, held in Lausanne, Switzerland, in August/September 2010. The 36 revised full papers presented were carefully reviewed and selected from 111 submissions. The papers are organized in topical sections on foundations, transformation, evaluation, adoption and diffusion, citizen perspectives and social inclusion, infrastructure, and business process modell.

Author : Sabu M. Thampi,Bharat Bhargava,Pradeep K. Atrey
Publisher : CRC Press
Page : 484 pages
File Size : 42,7 Mb
Release : 2013-12-14
Category : Computers
ISBN : 9781466568457

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Managing Trust in Cyberspace by Sabu M. Thampi,Bharat Bhargava,Pradeep K. Atrey Pdf

In distributed, open systems like cyberspace, where the behavior of autonomous agents is uncertain and can affect other agents' welfare, trust management is used to allow agents to determine what to expect about the behavior of other agents. The role of trust management is to maximize trust between the parties and thereby provide a basis for cooper

Author : Ebisa Bakana
Publisher : GRIN Verlag
Page : 84 pages
File Size : 51,8 Mb
Release : 2020-10-13
Category : Business & Economics
ISBN : 9783346270375

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Service Delivery and Customer Satisfaction. The Case of Burayu Town Municipality, Ethiopia by Ebisa Bakana Pdf

Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.

Author : OECD
Publisher : OECD Publishing
Page : 242 pages
File Size : 47,9 Mb
Release : 2009-10-02
Category : Electronic
ISBN : 9789264059412

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OECD e-Government Studies Rethinking e-Government Services User-Centred Approaches by OECD Pdf

The report gives a broad description of the shift in governments' focus on e-government development – from a government-centric to a user-centric approach. It gives a comprehensive overview of challenges to user take-up of e-government services in OECD countries and ways of improving them.

Author : Maria A. Wimmer,Jean-Loup Chappelet,Marijn Janssen,Hans Jochen Scholl
Publisher : Springer Science & Business Media
Page : 452 pages
File Size : 54,6 Mb
Release : 2010-08-18
Category : Business & Economics
ISBN : 9783642147982

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Electronic Government by Maria A. Wimmer,Jean-Loup Chappelet,Marijn Janssen,Hans Jochen Scholl Pdf

This book constitutes the refereed proceedings of the 9th International Conference, EGOV 2010, held in Lausanne, Switzerland, in August/September 2010. The 36 revised full papers presented were carefully reviewed and selected from 111 submissions. The papers are organized in topical sections on foundations, transformation, evaluation, adoption and diffusion, citizen perspectives and social inclusion, infrastructure, and business process modell,

Author : Alexandru Ionas
Publisher : Academic Conferences Limited
Page : 453 pages
File Size : 42,7 Mb
Release : 2014-12-06
Category : Political Science
ISBN : 9781909507326

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ECEG 2014 Proceedings of the 14th European Conference on e-Government by Alexandru Ionas Pdf

Author : D. Griffin,P. Trevorrow,E. Halpin
Publisher : IOS Press
Page : 224 pages
File Size : 41,6 Mb
Release : 2007-04-19
Category : Political Science
ISBN : 9781607502319

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Developments in E-Government by D. Griffin,P. Trevorrow,E. Halpin Pdf

This publication sets out to provide a more critical evaluation of developments in e-government. The analytical tools, frameworks and theoretical perspectives employed by the contributors should enable students and practitioners to analyze and critique local, national and global progress in undertaking technology-enabled change in the processes of government. The scope of the book includes the area traditionally associated with e-government, i.e. service delivery by various levels of government. In addition, it examines the emerging area of e-democracy, in which technology is being utilized to provide a digital presence for the democratic processes of government. The book is a synthesis of theoretical contributions and empirical investigations. The contributors have been assembled from across the European Union and beyond to present empirical evidence from studies undertaken in a number of different countries. The knowledge gained from the implementation of e-government on an international scale, at the national and local level, should provide a useful reference point for policy makers and academics that are steering and evaluating future developments in e-government.

Author : Mark A. Abramson,Grady Means
Publisher : Rowman & Littlefield
Page : 260 pages
File Size : 49,6 Mb
Release : 2001
Category : Political Science
ISBN : 0742513386

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E-government 2001 by Mark A. Abramson,Grady Means Pdf

E-Government 2001 provides in-depth case studies of the "state" of e-government today. The book chronicles the "early days" of e-government and presents a collective snapshot in time as to where governments--at the federal, state, and local levels--are today as they continue their march toward e-government. Case studies include analysis of the use of auction models by government, privacy strategies for e-government, e-commerce applications in government, the use of the Internet to deliver government services, and a study of how state employment agencies are using technology to provide improved service. From these case studies, Mark A. Abramson and Grady E. Means develop six initial lessons which government leaders should know before undertaking major e-government initiatives. The lessons should prove valuable to all executives who aspire to transform their organizations from traditional bureaucracies to e-enabled organizations.

Author : Cruz-Cunha, Maria Manuela,Oliveira, Eva F.,Tavares, Antonio J.,Ferreira, Luis G.
Publisher : IGI Global
Page : 1099 pages
File Size : 54,6 Mb
Release : 2009-05-31
Category : Computers
ISBN : 9781605666518

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Handbook of Research on Social Dimensions of Semantic Technologies and Web Services by Cruz-Cunha, Maria Manuela,Oliveira, Eva F.,Tavares, Antonio J.,Ferreira, Luis G. Pdf

"This book discusses the new technologies of semantic Web, transforming the way we use information and knowledge"--Provided by publisher.

Author : Yannacopoulos, Denis
Publisher : IGI Global
Page : 354 pages
File Size : 53,6 Mb
Release : 2014-02-28
Category : Computers
ISBN : 9781466651302

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Evaluating Websites and Web Services: Interdisciplinary Perspectives on User Satisfaction by Yannacopoulos, Denis Pdf

The pervasiveness of the Internet has had a significant impact on global politics, economics, and culture. To create a truly effective product in such a saturated digital environment, developers must study what has come before and how they can utilize existing tools to even greater effect. Evaluating Websites and Web Services: Interdisciplinary Perspectives on User Satisfaction explores some of the various approaches to the study and assessment of Internet technologies, providing scholars, researchers, developers, and professionals with critical knowledge and an interdisciplinary perspective on e-services in a variety of functional areas, from government and commerce to social media and education.

Author : Reddick, Christopher G.
Publisher : IGI Global
Page : 552 pages
File Size : 45,6 Mb
Release : 2010-04-30
Category : Computers
ISBN : 9781615209323

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Citizens and E-Government: Evaluating Policy and Management by Reddick, Christopher G. Pdf

"This book examines the role that citizens play in the development of electronic government or e-government,specifically focusing on the impact of e-government and citizens, exploring issues of policy and management in government"--Provided by publisher.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 1959 pages
File Size : 46,9 Mb
Release : 2012-06-30
Category : Computers
ISBN : 9781466617414

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Digital Democracy: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

"This book presents a vital compendium of research detailing the latest case studies, architectures, frameworks, methodologies, and research on Digital Democracy"--Provided by publisher.

Author : Yefim Kats
Publisher : IGI Global
Page : 468 pages
File Size : 52,7 Mb
Release : 2013-04-30
Category : Education
ISBN : 9781466639317

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Learning Management Systems and Instructional Design by Yefim Kats Pdf

The technical resources, budgets, curriculum, and profile of the student body are all factors that play in implementing course design. Learning management systems administrate these aspects for the development of new methods for course delivery and corresponding instructional design. Learning Management Systems and Instructional Design: Best Practices in Online Education provides an overview on the connection between learning management systems and the variety of instructional design models and methods of course delivery. This book is a useful source for administrators, faculty, instructional designers, course developers, and businesses interested in the technological solutions and methods of online education.

Author : Gil-Garcia, J. Ramon
Publisher : IGI Global
Page : 467 pages
File Size : 51,6 Mb
Release : 2013-06-30
Category : Business & Economics
ISBN : 9781466641747

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E-Government Success around the World: Cases, Empirical Studies, and Practical Recommendations by Gil-Garcia, J. Ramon Pdf

While some e-government projects fail to deliver the expected benefits due to numerous technical, organizational, institutional, and contextual factors, information technology continues to be utilized by international governments to achieve countless benefits. E-Government Success around the World: Cases, Empirical Studies, and Practical Recommendations presents the latest findings in the area of e-government success. Written for academics and professionals, this book aims to improve the understanding of e-government success factors and cultural contexts in the field of governmental information technologies in various disciplines such as political science, public administration, information and communication sciences, and sociology.