COBRA framework to evaluate e-government services: A citizen-centric perspective

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dc.contributor.authorOsman, Ibrahim H.
dc.contributor.authorAnouze, Abdel Latef
dc.contributor.authorIrani, Zahir
dc.contributor.authorAl-Ayoubi, Baydaa
dc.contributor.authorLee, Habin
dc.contributor.authorBalci, Asim
dc.contributor.authorMedeni, Tunc D.
dc.date.accessioned2020-03-26T18:49:45Z
dc.date.available2020-03-26T18:49:45Z
dc.date.issued2014
dc.departmentSelçuk Üniversitesien_US
dc.description.abstractE-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.en_US
dc.identifier.doi10.1016/j.giq.2013.10.009en_US
dc.identifier.endpage256en_US
dc.identifier.issn0740-624Xen_US
dc.identifier.issn1872-9517en_US
dc.identifier.issue2en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage243en_US
dc.identifier.urihttps://dx.doi.org/10.1016/j.giq.2013.10.009
dc.identifier.urihttps://hdl.handle.net/20.500.12395/30676
dc.identifier.volume31en_US
dc.identifier.wosWOS:000336014300004en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherELSEVIER INCen_US
dc.relation.ispartofGOVERNMENT INFORMATION QUARTERLYen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.selcuk20240510_oaigen_US
dc.subjectCOBRAen_US
dc.subjectE-government serviceen_US
dc.subjectUsers' satisfactionen_US
dc.subjectStructured equation modellingen_US
dc.subjectScale developmenten_US
dc.subjectPerformance measurementen_US
dc.titleCOBRA framework to evaluate e-government services: A citizen-centric perspectiveen_US
dc.typeArticleen_US

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