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Journal Article

Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services  pp3-10

Wong Meng Seng, Hideki Nishimoto, Yasuyuki Nishigaki, Stephen Jackson

© Jul 2017 Volume 20 Issue 1, Editor: Shaun Pather, pp1 - 58

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Abstract

This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services.

 

Keywords: E-Government, E-Government Benefits, Evaluation Models, Satisfaction-Satisfaction Matrix.

 

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Journal Issue

Volume 20 Issue 1 / Jul 2017  pp1‑58

Editor: Shaun Pather

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Editorial

From July 2017 the Electronic Journal of IS Evaluation is moving to a continuous publishng model. This means that once a paper has completed the review process and the publishing fee has been received, it will proceed directly to production, and the time from submission to publication will be reduced.

A a reasult of this, Volume 20 Issue 1 will continue to have papers appended until the Editor decides to close the issue. An editorial will then be added here to complete the issue.

 

Keywords: E-Government, E-Government Benefits, Evaluation Models, Satisfaction-Satisfaction Matrix, e-government, m-government, smart government, technology acceptance model, UAE, business intelligence; information systems success; South Africa; DeLone and McLean, emergency management, information system, psychology, decision making, information processing, decision support, design principles, system design

 

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