haku: @author Steyaert, J.C. / yhteensä: 1
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| Tekijä: | Steyaert, J.C. |
| Otsikko: | Measuring the performance of electronic government services |
| Lehti: | Information & Management
2004 : JAN, VOL. 41:3, p. 369-375 |
| Asiasana: | Public sector Service Internet Performance appraisal Consumer behaviour Consumer satisfaction Customers Models USA |
| Vapaa asiasana: | WWW |
| Kieli: | eng |
| Tiivistelmä: | The World Wide Web (WWW) and the Internet have streamlined government information, products, and services. This paper addresses the question if a marketing model can be used by Federal and state agencies (hereafter as: FED.) to improve the content and value of electronic services to the public. Six Federal and state e-service programs were analyzed, i.e. the National Institutes of Health (NIH), the U.S. Mint, the Internal Revenue Service (IRS), the U.S. Postal Service (USPS), and the e-State-government systems of California and New Jersey. Five marketing indicators were used, i.e. consumer awareness, popularity, contact efficiency, conversion, and retention. Awareness deals with the number of visitors to a site. Popularity refers to the rank of the site. Contact efficiency indicates site usability and content. Conversion refers to customer satisfaction, transactions and time on the site. Retention deals with customer loyalty. Web traffic reports and customer surveys were used as proxies to analyze and compare a sample of FED. The results support the use of a marketing framework in organizing and evaluating these sites. The case studies demonstrate how statistical and survey data were combined for a robust assessment of the e-services. |
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