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Information Systems Research
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HICSS '03 Proceedings of the 36th Annual Hawaii International Conference on System Sciences (HICSS'03) - Track 5 - Volume 5
The conceptualization and empirical validation of web site user satisfaction
Information and Management
Evaluating Web-Based E-Government Services with a Citizen-Centric Approach
HICSS '05 Proceedings of the Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 5 - Volume 05
Measuring e-government impact: existing practices and shortcomings
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
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dg.o '05 Proceedings of the 2005 national conference on Digital government research
A Multi-Agent System for the management of E-Government Services
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Computers in Human Behavior
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Interacting with Computers
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In recent years, electronic services delivered via the World Wide Web have become increasingly important to governments. Substantial investments have been made to provide crucial services and information to citizens, businesses, and governmental institutions. This paper presents the development of a short questionnaire to measure user satisfaction with e-Governmental portals. After two validations of the instrument with federal e-Governmental portals in Switzerland, a final set of 15 items remained that were tested with 2498 participants. The final version showed high internal consistency (Cronbach's α) of .91, good item difficulties (.51 to .82), and discriminatory power coefficients (.49 to .81), as well as a moderate average homogeneity of .47. The survey was translated into five languages.