MODELING THE RELATIONSHIP BETWEEN WEB-SITE EFFECTIVENESS AND SERVICE QUALITY A Study of State Level Human Services Agencies

Date

2010-01-01

Author

Welch, Eric W.
Pandey, Sanjay K.
Yavuz, Nilay

Metadata

Show full item record

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Item Usage Stats

147
views

0
downloads

Although effective public agency Web sites are expected to contribute positively to public service quality outcomes, the underlying etiology is not simple and needs to take into account additional factors both from within and outside the organization. Exploration of this relationship must begin with a more nuanced understanding of Web-site effectiveness than the ones employed in the extant literature. Therefore, to examine the relationship between Web-site effectiveness and public service quality, this chapter investigates two research questions: (1) How can the relationship between Web-site effectiveness and service quality be modeled? and (2) Does the effectiveness of the public agency Web site matter for service quality? Relying on the organizational effectiveness and organization technology literatures, the chapter develops a technology demand model that articulates the relationship between service quality and three types of Web-site effectiveness (technical Web-site effectiveness, managerial Web-site effectiveness, and stakeholder Web-site effectiveness). Using data from a national survey of state health and human services agency managers, it employs a simultaneous equation model to examine the relationship between technical effectiveness, managerial effectiveness, and service quality, controlling for multiple organizational and environmental factors. Findings tend to support the technology demand model. Technical Web-site effectiveness and service quality have an influence on managerial Web-site effectiveness. However, results also show that managerial Web-site effectiveness does not affect management perceptions of service quality. Implications of the findings for research and practice are discussed.

Subject Keywords

Electronic government, Public information technology, Web-site Effectiveness, Service quality

URI

https://hdl.handle.net/11511/55951

Journal

E-GOVERNMENT: INFORMATION, TECHNOLOGY, AND TRANSFORMATION

Collections

Department of Political Science and Public Administration, Article

Suggestions

OpenMETU
Core

Modeling and assessment of the effectiveness of government information systems Güçlü, Aydın Nusret; Bilgen, Semih; Department of Electrical and Electronics Engineering (2011) In the context of evaluating effectiveness of information systems, the public sector requires a specific approach for measuring indirect benefits such as strategic / political value. There is not yet a holistic approach and no unified adaptive and time-variant model addressing the problem. In this thesis, Strategic Management Model developed and partially applied at the Ministry of Finance, Turkey, is described. The model is based on the public value delivery chain, from strategic goals to accountability re...
Assessing Organizational Learning in IT Organizations: An experience report from industry Ozen, Guven; Karagöz, Nuri Alpay; Chouseinoglou, Oumout; Bilgen, Semih (2013-10-26) With the increase in demand for higher-quality and more capable IT services, IT organizations in order to obtain competitive advantage require extensive knowledge that needs to be shared and reused among different entities within the organization. The existing IT Service Management (ITSM) mechanisms mention the importance of organizational learning (OL) and knowledge management (KM) for IT organizations. However, they do not explicitly address how OL capabilities of an IT organization can be assessed. This ...
An assessment model for web-based information system effectiveness Tokdemir, Gül; Bilgen, Semih; Department of Information Systems (2009) Information System (IS) effectiveness assessment is an important issue for the organizations as IS have become critical for their survival. With the incorporation of Internet technologies into the business environment, it is now more difficult to measure IS effectiveness, because Internet provides a borderless, non-stop, flexible communication medium. Assessing the effectiveness of web-based information systems (WIS) is vital for survival and competitive advantage which is a complicated subject since there ...
Factors affecting openness of local government websites: Examining the differences across planning, finance and police departments Yavuz, Nilay (2014-10-01) The use of information and communication technologies (ICTs) in public organizations increasingly holds the potential to improve transparency, accountability, and public participation, by providing a more effective and efficient disclosure of information to the citizens and organizations and by providing channels for interaction with the government. While transparency and interactivity features of government Websites constitute two critical elements for public participation and democracy facilitated by web-...
Quality assessment of web-based information on type 2 diabetes Olcer, Didem; Taşkaya Temizel, Tuğba (2021-10-01) Purpose This paper proposes a framework that automatically assesses content coverage and information quality of health websites for end-users. Design/methodology/approach The study investigates the impact of textual and content-based features in predicting the quality of health-related texts. Content-based features were acquired using an evidence-based practice guideline in diabetes. A set of textual features inspired by professional health literacy guidelines and the features commonly used for assessing in...

Citation Formats

E. W. Welch, S. K. Pandey, and N. Yavuz, “MODELING THE RELATIONSHIP BETWEEN WEB-SITE EFFECTIVENESS AND SERVICE QUALITY A Study of State Level Human Services Agencies,” E-GOVERNMENT: INFORMATION, TECHNOLOGY, AND TRANSFORMATION, pp. 256–279, 2010, Accessed: 00, 2020. [Online]. Available: https://hdl.handle.net/11511/55951.