The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
Evaluating Telemedicine Systems Success: A Revised Model
HICSS '03 Proceedings of the 36th Annual Hawaii International Conference on System Sciences (HICSS'03) - Track 6 - Volume 6
Measuring e-government impact: existing practices and shortcomings
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
A research on the appraisal framework of e-government project success
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Trust and TAM in online shopping: an integrated model
MIS Quarterly
Acceptance of e-commerce services: the case of electronic brokerages
IEEE Transactions on Systems, Man, and Cybernetics, Part A: Systems and Humans
Towards an understanding of the behavioural intention to use a web site
International Journal of Information Management: The Journal for Information Professionals
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The successful adoption of new technologies helps governments achieve efficiency in their implementation and delivery of public services to citizens. The objective behind various e-government initiatives has shifted in recent years towards establishing services that cater more to citizens' needs and offer greater accessibility. As a result, it is necessary to develop a well-founded theoretical framework to measure the success of such initiatives. The purpose of this thesis is to identify the success factors behind governmental eservice delivery from a citizen viewpoint. This research identifies and discusses three theoretical perspectives in approaching the research problem: IS and e-commerce success, success variables, and e-government success evaluation. A theoretical framework was developed to evaluate e-service delivery success. With study several disciplines (IS, e-commerce, and marketing), were made to develop a proposed success model for government e-services. Citizen satisfaction was proposed as a measure of e-government success, and its relationships were hypothesized with e-government system quality, information quality, e-service quality, perceived usefulness, perceived ease of use, and citizen trust. To test the proposed model, government e-order registration services in Iran was chosen as the application area, and a quantitative approach was deemed better suited to test the developed research model empirically. Correlation analysis was chosen as the statistical analysis techniques. The analytical results confirm most of the proposed relationships within the model.