從民眾使用的觀點建構電子化政府推動成效評估量表

Developing A Customer-Oriented Performance Evaluation Scale System for E-government

鄭傑升(Chieh-Sheng Cheng)

指導教授 ： 陳啟光

元智大學/工程學院/工業工程與管理學系/碩士(2001年)

摘要

無資料

關鍵字

電子化政府 ； 網路服務 ； 成效評量 ； 量表建構

並列摘要

The objective of this paper is to develop a citizen-focus performance evaluation scale for e-government. E-government is actively promoted in many countries during the last decade. However, we found most of published documents are project proposals, and did not find any scientific study to review its performance. It is very important to review the performance for continuous improvement purposes. In this study, we tried to develop a scale system from the user aspect.
E-government is composed of information system, user interface, and information access channel. Based on the three components, we firstly come up 11 dimensions of government information service by the literature review and experts’ opinions. Then we developed 4 items for each dimension. In order to verify the proposed scale system, we invited experts to examine content validity, and conducted a field study in Hsin-Chu city. Based on the results of factor analysis, we found that the proposed scale can be represented by three dimensions, which named as ”system capability”, ”website design”, and ”government promotion”. Cronbach analyses reveal that each dimension and the scale have high reliability, range from 0.83 to 0.89。 In addition, we found users relatively dissatisfied in dimensions of information security, personal service, user-friendly, etc. To improve those dimensions will become the focal points of e-government. We have further discussions for those findings in the following.

並列關鍵字

E-government ； Internet Service ； Performance Evaluation ； Scale Developing

參考文獻

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