DocumentCode :
3072814
Title :
Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveler Information Systems (ATIS)
Author :
Horan, Thomas A. ; Abhichandani, Tarun ; Rayalu, Raghuvira
Author_Institution :
Claremont Graduate University
Volume :
4
fYear :
2006
fDate :
04-07 Jan. 2006
Abstract :
The public sector provides a variety of services to citizens. The delivery of information for these services over electronic means such as the Internet forms an important component of e-government strategy. However, providing information is not enough; it is imperative that this delivery satisfies customers of government services. This study focuses on evaluating a citizen-centric approach in the Advanced Travel Information Systems (ATIS) domain, a form of government-citizen information service. This paper summarizes two phases of research, including findings from the first phase. It details the structure and results of the preliminary study (n=71) of usability that was conducted in two major metropolitan areas — Los Angeles and Minneapolis. Based on findings from phase I; a more comprehensive concept of overall satisfaction with these services has been developed. The paper details this satisfaction measure and future directions for the study.
Keywords :
Bidirectional control; Electronic government; Information systems; Performance evaluation; Phase measurement; Portals; System testing; Urban areas; Usability; Web and internet services;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
System Sciences, 2006. HICSS '06. Proceedings of the 39th Annual Hawaii International Conference on
ISSN :
1530-1605
Print_ISBN :
0-7695-2507-5
Type :
conf
DOI :
10.1109/HICSS.2006.66
Filename :
1579457
Link To Document :
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