Global Comparative Study on the Relationship between User’s Traits and Public e-Service Quality

Global Comparative Study on the Relationship between User’s Traits and Public e-Service Quality

Chih-Hao Chang (Waseda University, Japan) and Toshio Obi (Waseda University, Japan)
DOI: 10.4018/978-1-4666-1740-7.ch039
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Abstract

While much of e-government or e-service research has focused on system or internal efficiency improvement, this study tries to raise another important topic regarding user traits, user perception of quality, and causality. Meanwhile, by integrating different kinds of theories and perspectives, namely sociology, management and informatics, a comprehensive blueprint can be fully discussed. The findings contribute to our knowledge of theoretical development in e-governance, service marketing, and policy marketing. In addition, the empirical results can be used as a general principal reference for other cities planning to implement e-services and can be used as specific evaluation criteria by which the two cities in the cases studies can further understand their users.
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Waseda World E-Government Ranking

“The Waseda World e-Government Ranking” has been conducted annually since 2005. Over the past few years, the research team has been diligently tracking developments and trends in the e-governments of select countries, while continuously improving on the ranking methodology. The following section will illustrate the evolution and logic so as to give an overview of the ranking system.

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