A Survey of Current Measurement Methods for eGovernment User-satisfaction
A survey on eGovernment user-satisfaction
measurement methods was conducted to enable a comparison
among them and to facilitate a discussion on good practices. The
collected information is related to the methodology properties,
tools, followed practices, implementation stage and challenges.
The main findings are that the surveyed methods rarely refer to
any established relevant standards, they are not regularly
updated, and most of them do not have an open process for
maintenance. We also note that software vendors are mostly not
included in the intended group of users of the measurement
results. A revision of methods and their maintenance processes
can increase their accountability and enable more efficient
measurement methods was conducted to enable a comparison
among them and to facilitate a discussion on good practices. The
collected information is related to the methodology properties,
tools, followed practices, implementation stage and challenges.
The main findings are that the surveyed methods rarely refer to
any established relevant standards, they are not regularly
updated, and most of them do not have an open process for
maintenance. We also note that software vendors are mostly not
included in the intended group of users of the measurement
results. A revision of methods and their maintenance processes
can increase their accountability and enable more efficient
Publisert i 2011
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