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 Issue
Volume 20 Issue 1 / Jul 2017  pp1‑54

Editor: Shaun Pather

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EJISE Editorial for Volume 20 Issue 1 2017  pp1‑2

Shaun Pather

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

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

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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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Factors that Influence End‑Users’ Adoption of Smart Government Services in the UAE: A Conceptual Framework  pp11‑23

Nasser A. Saif Almuraqab, Sajjad M. Jasimuddin

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Toward an Understanding of Business Intelligence Systems Success: A South African Study  pp24‑38

Taurayi Mudzana, Manoj Maharaj

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A Psychological Framework to Enable Effective Cognitive Processing in the Design of Emergency Management Information Systems  pp39‑54

Christina M. Steiner, Alexander Nussbaumer, Karen Neville, Dietrich Albert

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