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Data triangulation and web quality metrics: A case study in e-government [An article from: Informati
This digital document is a journal article from Information & Management, published by Elsevier in 2006. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
The work discussed here focused on the evaluation of quality perceptions of users of an electronic government website. As government organizations have begun to enhance transparency, communicate, and interact with citizens via the web, the development of appropriate online services has demanded better understanding of user requirements and thus for tailoring of solutions. The site we examined enabled the online submission of self-assessed tax returns in the UK. Survey data were used to model the perceptions of site users. In addition to the quantitative data, we also collected comments from respondents. These, using data triangulation, provided additional insight into the perceptions of site quality. The results of the comment analysis both supported the instrument and pointed to additional factors determining the perceptions of quality of e-government services needing attention in instrument development.
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