This paper presents the process of developing an evaluation instrument specifically for the evaluation of e‑Commerce Web sites from the first‑time buyer's viewpoint. The development process is based on theoretical discussions of the Web evaluation and Web user satisfaction literature. A draft evaluation instrument was developed. To enhance its reliability and validity, several iterative trials on e‑Commerce Web sites were conducted. Some modifications were made to the instrument. The final version is capable of evaluating e‑ Commerce Web sites effectively. The instrument provides implications to both Web evaluation practitioners and academics.

e‑Government has the potential to improve public administration efficiency by increasing convenience, performance and accessibility of government information and service to users. But knowledge about e‑Government remains limited. To realize its potential, e‑Government needs to be grounded on in‑depth understanding of target users needs, perceptions and other factors influencing its uptake. This cross‑sectional study identifies and examines factors influencing e‑Government portal satisfaction and adoption by individual citizens in Macao, three years after its inauguration. It is an adaptation to the e‑Government context of a model developed for assessing e‑commerce websites. To understand the determinants of e‑government portal adoption, an integrated model of user satisfaction and technology acceptance is empirically tested. The integrated model involves four success factors: information quality, system quality, perceived effectiveness and social influence, which impact user satisfaction with the e‑Government website, influencing intention to reuse. Overall, the study proposes that user perceptions about the e‑Government portal influence user attitude towards the portal. An Internet survey collected data from 464 online users of Macao’s e‑government portal. The model was found to explain a large proportion of the variance in citizen’s intention to reuse the portal. The portal partially mediates the relationship between success factors and intention‑to‑reuse. The results provide evidence that Information Quality, System Quality and Social Influence (but not Perceived Effectiveness) are success factors influencing user satisfaction and adoption. It is recommended that portal management needs to ensure ease‑of‑use, currency and accuracy of the supplied information. Timely information updating is a major concern for the e‑Government portal in Macao. The content an e‑government portal that is perceived by users to be easier to navigate is likely to facilitate satisfaction and reuse. Finally, the importance of social influence justifies, managerial actions aimed at improving e‑Government portal acceptance by individual users and government employees.

There seems to be very few signs of the politeness peculiar to Iranians, when considering information ethics in Iranian library and information science scene. An expressed dissatisfaction appears to exist with library services among users studied in some dissertations on user satisfaction in library and information science in Iran. In spite of this fact that might be at least partly related to misbehavior of librarians, the words "ethics", "moral issues", and "morality" are not found in almost all of the publications related to library and information science in Iran, even in the most formal ones. These publications and documents as well as the current attempts to develop the topic in Iran, including both publications and activities, will be studied in this paper. The social, economic, and ethical aspects of the issue including the misunderstanding of the concepts of who serves and who must be served, who pays the tax and who must obtain service due to tax paying, the overall dissatisfaction of librarians concerning their social status as well as salaries and wages, the low costs, if any, of library and information services in Iran, will also be considered to show why this negligence has occurred in the profession. There are some efforts to be made however, to improve the situation. Library and information science educators firstly must do their best to show the significance of ethics in the profession. Their efforts must comprise the formal and informal teaching of information ethics to their students. Inclusion of courses of ethics in formal syllabi is among formal attempts. The demonstration of this ethics in LIS educator's behavior is an informal one. Publication of papers on information ethics is another duty of LIS educators. Setting up workshops on information ethics is a necessary step to be taken. Professional associations such as Iranian Library and Information Science Association (ILISA) can play an important role on the scene. The provision of an information code of ethics is a major responsibility of this association and is highly recommended.

Service provided by the information system (IS) department within an organization has come to be considered a major component of IS success. The determination of service quality is considered as a comparison process between an expected level of service and the service perceived by the user. In past research, an IS adaptation of the SERVQUAL measure from the marketing literature was commonly used since it considers both the expectation and performance components of service quality. IS researchers have applied the IS SERVQUAL metric in various forms, including as a difference score, as a single component only, and as two distinct components. The choice of an IS SERVQUAL variation was usually made based on psychometric properties of the scale or explained variance. Few considered the implications that the chosen form of IS SERVQUAL variation has on the relationship between service quality and a dependent variable such as satisfaction or on the theoretical interpretation of the discrepancy theories from which service quality measure is derived. We examined the implications to research models and theory due to choosing the form based on statistical properties. The two component form holds truest to theory and still retains valued statistical properties that are important to researchers. The one component form that includes on performance considerations is still superior to the difference score model. For purposes of prediction more useful for practitioners, the single component and two component model greatly outperform the predictive ability of the difference score model, with the two component model being slightly better than the single component model.

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.

According to the literature, when Information Systems are assessed, the variables and their relationships should be contextualized. This paper therefore considers the relationships between the three main quality variables (system, service and information) and satisfaction in the context of banking, a highly information‑intensive sector. Information quality plays an even more important role in a highly information‑intensive sector. The conceptual framework of information intensity used to validate our model has been statistically tested by means of a structural equation modeling method. Our results support the hypothesized relationships: system and service quality have a significant influence on information quality which, in turn, exercises a significant influence on satisfaction.

Over the past decade, organizations have made important investments in enterprise resource planning (ERP) systems. However, despite huge investments, many ERP projects failed to achieve corporate goals and led companies to financial difficulties. Accordingly, an appropriate choice of method for ERP success evaluation is much needed. Assessing post‑implementation success of ERP systems from the perspective of individual users is crucial because underachievement of the implemented ERP systems may be due in part to underutilization of the systems by the users. User satisfaction is regarded as being one of the most important constructs to evaluate the success of an ERP system from a user perspective. Many conceptualizations are proposed in the literature to measure this construct. From these, the End User Computing Satisfaction (EUCS) instrument developed by Doll & Torkzadeh (1988) seems to be the most appropriate regarding the unique context of ERP systems. Many reported ERP failures and the lack in agreement as to the way to evaluate their contribution to enterprise performance, have led us to conduct an empirical investigation of user satisfaction with several ERP systems. Empirical data was collected using a survey questionnaire which was distributed to ERP users working in four large Tunisian industrial groups. A total of 174 responses were collected and analyzed using structural equation modeling. This study offers a new conceptualisation of ERP user satisfaction. We identify two underlying components of satisfaction: satisfaction with ERP technological features and satisfaction with its content. The findings of this study are useful to IT managers and directors by helping them to evaluate the key components of ERP user satisfaction and then to choose the appropriate ERP for their organization, and also to act separately on one or both of these two components to improve overall satisfaction. Managers should consider, on the one hand, the intrinsic attributes of the system such as user‑friendly interface, easy to use features and presentation quality of the screen and, on the other hand, the quality of information content and its fit with the task supported.

Abstract: The vast majority of the literature on E‑Government evaluation tends to focus on benchmarking of e‑government around the world and performance measurements of customer satisfactions with the use of quantitative rather than qualitative measurements. In this paper, we seek to address this problem by introducing a design science approach to build a new qualitative theoretical framework, namely, return on investment (ROI) vs return on relationship (ROR), as an evaluation tool, to assess E‑Government services by classifying customer experiences into categories of customer satisfactions. Our results help government to identify strategic focus areas that need attentions and allocation of funds to improve customer satisfactions.