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政大機構典藏 > 社會科學學院 > 公共行政學系 > 專書/專書篇章 > Item 140.119/72109

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Title:	Evaluation of e-government services: A citizen-centric approach to citizen e-complaint services, 400-417
Authors:	Yeh, Shang-Ching;Chu, Pin-Yu
Contributors:	公行系
Date:	2010-03
Issue Date:	2014-12-17 10:27:20 (UTC+8)
Abstract:	Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.
Relation:	Citizens and e-government: evaluating policy and management, 400-417. Hershey, PA : Information Science Reference, c2010. 國際標準書號 9781615209316
Data Type:	book/chapter
DOI 連結:	http://dx.doi.org/10.4018/978-1-61520-931-6.ch022
DOI:	10.4018/978-1-61520-931-6.ch022
Appears in Collections:	[公共行政學系] 專書/專書篇章

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