Welcome to the InfoSci Platform
Technical and Functional Quality in the Development of T-Government Services

Technical and Functional Quality in the Development of T-Government Services

Margherita Pagani, Chiara Pasinetti
Copyright: © 2007 |Pages: 31
ISBN13: 9781591408840|ISBN10: 1591408849|ISBN13 Softcover: 9781591408857|EISBN13: 9781591408864
DOI: 10.4018/978-1-59140-884-0.ch019
Cite Chapter Cite Chapter

MLA

Pagani, Margherita, and Chiara Pasinetti. "Technical and Functional Quality in the Development of T-Government Services." Mobile Government: An Emerging Direction in e-Government, edited by Ibrahim Kushchu, IGI Global, 2007, pp. 375-405. https://doi.org/10.4018/978-1-59140-884-0.ch019

APA

Pagani, M. & Pasinetti, C. (2007). Technical and Functional Quality in the Development of T-Government Services. In I. Kushchu (Ed.), Mobile Government: An Emerging Direction in e-Government (pp. 375-405). IGI Global. https://doi.org/10.4018/978-1-59140-884-0.ch019

Chicago

Pagani, Margherita, and Chiara Pasinetti. "Technical and Functional Quality in the Development of T-Government Services." In Mobile Government: An Emerging Direction in e-Government, edited by Ibrahim Kushchu, 375-405. Hershey, PA: IGI Global, 2007. https://doi.org/10.4018/978-1-59140-884-0.ch019

Export Reference

Mendeley
Favorite

Abstract

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.