دانلود رایگان مقاله انگلیسی کیفیت در خدمات دولت الکترونیکی: طرح پیشنهادی ابعاد از دیدگاه کارمندان بخش دولتی - الزویر 2018

ABSTRACT

The main objective of the work is to identify the key factors that must be considered by the Government when designing the web service portals used by its employees. To achieve these objectives, empirical work was then carried out to collect primary information, using the Delphi method and obtaining the opinion of 31 specialists who are experts in quality management in the university environment. The results of the study show that four dimensions must be considered to measure the quality of electronic services. These dimensions are: quality of information, technical efficiency, privacy and communication with the employee.

5. Conclusions and recommendations

Providing high quality public services is a duty of the Government. The use of online channels is a way of improving efficiency and transparency when providing these services and communicating with the public. If the Government wants to achieve the satisfaction and trust of the public, it must first ensure that its own employees think that these e-services are of high quality. In this regard, the main contribution of this paper is to present a proposal on the dimensions or factors a Government website must have if it is to be considered by its users as of high quality.

In this research, we have focused on the G2E context to study websites where the Government interacts with its employees and, specifically, we have studied the dimensions affecting the quality of service offered by the web portals of university services. To the best of our knowledge, our work is pioneering in this field. In this research we believe that, to improve the quality of the web service provided by the Government to its employees, it is necessary to know their needs and preferences and which aspects are most important when they are making their enquiries and requests. To do this, we have translated these elements into quality dimensions. To determine these dimensions, the literature on both the for-profit and non-profit sectors was extensively reviewed before then using the Delphi research technique to assess the degree of importance that the participants placed on each of the proposed dimensions. Given the results obtained, we can state that the quality of electronic services in the G2E context is a multidimensional construct composed of four dimensions: reliability-security, quality of information, technical efficiency and communication or user support.