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E-Government: services, needs and user satisfaction
Responsible organisation
2004 (English)Other (Other academic)Alternative title
E-förvaltning : tjänster, behoven och användarens (Swedish)
Abstract [en]

Within the e-government process, needs are identified and people try to come up with ideas for the public sector that will increase the effectiveness as well as lead to cost savings. Consequently, many new electronic services are being developed. As a result, Quality of Service (QoS) becomes an even more critical issue in the domain of electronic services. This paper starts by a general discussion of e-government and its services in general. Thereafter it explains different QoS factors that have been identified within the field of electronic services. The identification has been carried out by studying several researchers’ work and by experience from e-government projects. The result shows that service design, security aspects, network performance issues, as well as the users’ perspective, such as user requirements, are all factors of the QoS model. A new electronic service that does not take these factors into consideration might fail and therefore be rejected by its intended users.

Abstract [sv]

Rapporten diskuterar tjänstekvaliténs betydelse för tjänster tillhörande e-förvaltning/24-timmars myndighet etc. e-förvaltning, 24-timmars myndighet, tjänstekvalitet, tjänstedesign, säkerhet, nätverksprestanda, användareperspektiv, krav

Place, publisher, year, pages
2004.
Keyword [en]
e-government, needs, electronic services, Quality of Service, service design, security, network performance, user’s perspective, user requirements
National Category
Telecommunications
Identifiers
URN: urn:nbn:se:bth-10112Local ID: oai:bth.se:forskinfo406C6061585688DFC1256EE800416401OAI: oai:DiVA.org:bth-10112DiVA: diva2:838148
Available from: 2012-09-18 Created: 2004-08-06 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(138 kB)59 downloads
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5d1eb2de32519ec564ee2118c7d4533fd7ba14c360ed75e0ff144ddefda5c27e608ac1b3fd4e7c084101774b19f6b4e6ca90869b4225bace8412d97aac69ded0
Type fulltextMimetype application/pdf

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Fiedler, Markus
Telecommunications

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf