The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Developing an Evaluation Instrument for e‑Commerce Web Sites from the First‑Time Buyer's Viewpoint  pp31-42

Wei-Hsi Hung, Robert J McQueen

© Jan 2004 Volume 7 Issue 1, Editor: Dan Remenyi, pp1 - 66

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Abstract

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.

 

Keywords: e-Commerce, Web evaluation, user satisfaction, transaction activity, instrument

 

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Journal Article

Testing of a Model Evaluating e‑Government Portal Acceptance and Satisfaction  pp35-46

Cora Sio Kuan Lai, Guilherme Pires

© Jan 2010 Volume 13 Issue 1, ECIME 2009, Editor: Elizabeth Frisk and Kerstin Grunden, pp1 - 96

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Abstract

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.

 

Keywords: e-government portal, adoption, satisfaction, TAM, EUS

 

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Journal Article

Where is Information Ethics in Iranian Library and Information Science Publications and Services?  pp89-94

Mortaza Kokabi

© Jan 2009 Volume 12 Issue 1, ECIME 2008, Editor: Dan Remenyi, pp1 - 118

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Abstract

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.

 

Keywords: information ethics, Iran, user satisfaction, Iranian libraries

 

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Journal Article

An Analysis of Three SERVQUAL Variations in Measuring Information System Service Quality  pp149-162

James J. Jiang, Gary Klein, Neeraj Parolia, Yuzhu Li

© Jan 2012 Volume 15 Issue 2, Editor: Shaun Pather, pp149 - 229

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Abstract

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.

 

Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations

 

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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 - 54

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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 13 Issue 1, ECIME 2009 / Jan 2010  pp1‑96

Editor: Elizabeth Frisk, Kerstin Grunden

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Editorial

This issue represents papers presented at the 3rd European Conference on Information Management and Evaluation. The conference was held in September 2009 at the University of Gothenburg in Sweden.

 

Keywords: accounting firms, adoption, adoption barriers, business case, case study, cluster analysis (CA), collaborative technology (CT) business education, competitive advantage, complexity, computer-supported collaborative learning (CSCL), developing countries, developing countries, diffusion of innovation, e-Business adoption, e-government, e-Government portal, enterprise, ERP, European Union (EU) members, EUS, evaluation, executive information system, health informatics, HealthCare information systems, ICT, information and communication technology (ICT), information technology, integration, IT management practices, Jordan., mixed research, performance strategic value, post-implementation evaluation, RFID, satisfaction, small business, supply chain management, sustainability, TAM, technology-organizational-environment (TOE) framework, video conferencing, video-ethnography

 

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Journal Issue

Volume 10 Issue 1, ECITE 2006 Special / Jan 2007  pp1‑122

Editor: Dan Remenyi

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Editorial

Another edition of EJISE brings to the attention of the information systems community 10 more pieces of research into how information systems may be evaluated. The contributions in this issue are from 9 different countries and from a diverse range of universities and business schools.

When I first became actively interested in information systems’ evaluation in 1990 I had no idea of how wide and how deep an issue information systems evaluation was. I had thought that it was worth a few papers and maybe a book or two. Today my view is entirely different and I wonder if the community of information systems academics and practitioners will ever reach a point where by there will be a general agreement as to how to evaluate or assess information systems. My best guess would be that they probably will not.

However as it was put to me at the start of my university studies academics tend to have far more questions than answers and this may not necessarily be a ‘bad’ thing. If we continue to ask the right questions, even if we can’t find definitive answers we are effectively moving the frontier of knowledge forward. And that I suggest is, in the end, the most important objective of academe.

I hope that you will find a number of interesting topics among these 10 papers.

 

Keywords: IS integration, auditing, balanced score card, business process facilitation, case study, confidentiality, domain specific languages, e-Government project evaluation, enterprise information system, CEO framework, ex post evaluation, functional-operational match, ICT benefits, ICT evaluation, ICT project, information economics, Information System Architecture , IS outsourcing , IT evaluation, IT value assessment, knowledge management, meta-modelling tools, motivational factors, user satisfaction surveys, web content management, WLAN

 

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Journal Issue

Volume 15 Issue 2 / Jul 2012  pp149‑229

Editor: Shaun Pather

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Keywords: information systems, service quality, SERVQUAL, service performance, service expectations, difference scores, user satisfaction, quality evaluations, Technical and Functional Quality Model, mobile telephony industry, factor analysis, health information systems, evaluation, individual and organisational change management, e-health, decentralisation

 

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