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• W2752195462 abstract "Technological amplification has expended the involvement of information and communication technology in public sectors and enhanced governmental dependence on information systems which restrains the management attention towards improving the effectiveness of services. Based on the analytical review of literature, it was found that most of the evaluation models address the e-service dimensions that assess the quality of websites. This gives a very constrict perspective to and ignores the key dimensions. It becomes important to understand how perceive and evaluate services. This involves defining what service is, identifying its underlying dimensions, and determining how it can be measured. Therefore, periodical evaluation of the effectiveness of services becomes essential.Foregoing discussion clearly indicates the necessity of developing a well founded e-service effectiveness evaluation which not only evaluates the service effectiveness but also evaluates the service quality criteria and the citizens‟ perception in the form of citizens‟ trust in offered e-services. Thus, the objective of this study was to develop a (E-GEEF) e-government service effectiveness evaluation framework that assesses service effectiveness from the citizens‟ (G2C) perspective. A systematic study of the existing service assessment frameworks has been carried out to establish the basis for conceptualizing a theoretical called service effectiveness evaluation (E-GEEF). In this research, the author attempts to explore the underlying dimensions and factors of services, and has proposed an effectiveness evaluation (E-GEEF). Present empirical research adapted DeLone and McLean, (2003) IS success model as base model which is upgradable and extendable, hence additional dimensions were incorporated to develop a novel (E-GEEF) for evaluating the effectiveness of service. The suggested has identified number of measuring dimensions and associated items within each dimension for (E-GEEF). System quality, information quality, and service quality dimensions were adopted from DeLone and McLean (2003) IS success model and “intention to use and user satisfaction” dimensions were re-specified in proposed (E-GEEF) as “citizens‟ use / usefulness” and “citizens‟ satisfaction”. Further, citizens trust, perceived service quality, and perceived effectiveness” were incorporated as new dimensions in the proposed (E-GEEF). Three new dimensions were identified and two existing dimensions were re-specified for evaluating the effectiveness of service. Sixteen hypotheses were formulated from literature on existing assessment frameworks to test the proposed (E-GEEF). In order to test the proposed and their associated dimensions, Indian e-tax service was considered, because e-tax service of Indian is utilized by several Indian for filing their taxes. Preliminary qualitative study was carried out carefully to ensure whether all important dimensions and measurement items were included in the proposed E-GEEF in the right research context or not.Empirical research has used quantitative analysis for validating the proposed (E-GEEF). Data collection was done using survey which was conducted among of India who have been utilizing e-tax service as users. Descriptive statistical analysis was performed to ensure the data normality by using SPSS 20. Structural equation modeling statistical technique was applied using AMOS 21 on the collected data for testing the hypotheses. The empirical research findings have confirmed most of the hypothesized relationships within the validated (E-GEEF). Consequently, in terms of the theoretical implications, this study emphasizes the significance of such hypothesized relationships when performing empirical research in context. Key findings demonstrated the strong relationships of perceived service quality with system quality, information quality, service quality, and citizens‟ satisfaction. Further, citizens‟ trust exhibited directrelationships with perceived service quality and perceived effectiveness of service. Thus, as a major contribution to the proposed research, the identified new dimensions “perceived service quality, citizens‟ trust, perceived effectiveness” and re-specified dimensions “citizens‟ use/usefulness and citizens‟ satisfaction” have shown great significance in evaluating effectiveness of e-tax service in Indian G2C context. The developed and validated (E-GEEF) provides government agencies with an appropriate approach and dimensions in order to evaluate the effectiveness of services." @default.
• W2752195462 created "2017-09-15" @default.
• W2752195462 creator A5091026838 @default.
• W2752195462 date "2017-01-01" @default.
• W2752195462 modified "2023-09-27" @default.
• W2752195462 title "E-government services effectiveness evaluation framework (E-GEEF) : a case study of Indian e-tax service" @default.
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