This chapter examines the reasons why individuals choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concept of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online Tv government delivery mechanism. The approach taken was based on a combinationof attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identifies some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are significant to the public service manager who needs to consider both barriers and benefits of adoption if they are to develop plans to increase the take-up of their electronic services.
Technical and Functional Quality in the Development of T-Government Services
PAGANI, MARGHERITA;
2007
Abstract
This chapter examines the reasons why individuals choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concept of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online Tv government delivery mechanism. The approach taken was based on a combinationof attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identifies some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are significant to the public service manager who needs to consider both barriers and benefits of adoption if they are to develop plans to increase the take-up of their electronic services.
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