COBRA framework to evaluate e-government services: A citizen-centric perspective
Küçük Resim Yok
Tarih
2014
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
ELSEVIER INC
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright (C) 2014 Published by Elsevier Inc. All rights reserved.
Açıklama
Anahtar Kelimeler
COBRA, E-government service, Users' satisfaction, Structured equation modelling, Scale development, Performance measurement
Kaynak
GOVERNMENT INFORMATION QUARTERLY
WoS Q Değeri
Q1
Scopus Q Değeri
Q1
Cilt
31
Sayı
2
