Please use this identifier to cite or link to this item:
標題: Assessing and Managing Cloud Government Service User Satisfaction
作者: 蕭慣榆
Kuan-Yu Hsiao
關鍵字: 雲端政府;電子化政府;終端使用者運算滿意度;量表開發;Cloud government (C-Government);End-User Computing Satisfaction(EUCS);Scale development
引用: (1) Aggelidis, V. P., & Chatzoglou, P. D. (2012). Hospital information systems: Measuring end user computing satisfaction (EUCS). Journal of Biomedical Informatics,45(3), 566–579. (2) Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), 467–476. (3) Alawneh, A., Al-Refai, H., & Batiha, K. (2013). Measuring user satisfaction from e-Government services: Lessons from Jordan. Government Information Quarterly, 30(3), 277–288. (4) Armbrust, M., Fox, A., Griffith, R., Joseph, A. D., Katz, R., Konwinski, A., … aharia,M. (2010). A View of Cloud Computing. Commun. ACM, 53(4), 50–58. (5) Bailey, J. E., & Pearson, S. W. (1983). Development of a Tool for Measuring andAnalyzing Computer User Satisfaction. Management Science, 29(5), 530–545. (6) Boyer, K. K., Olson, J. R., Calantone, R. J., & Jackson, E. C. (2002). Print versuselectronic surveys: a comparison of two data collection methodologies. Journal of Operations Management, 20(4), 357–373. (7) Carter, L., & Bélanger, F. (2005). The utilization of e-government services: citizen trust,innovation and acceptance factors*. Information Systems Journal, 15(1), 5–25. (8) Czepiel, John A, Rosenberg, & Larry J. (1977). Consumer satisfaction: Concept and measurement. Academy of Marketing Science. Journal (pre-1986), 5(4), 403–411. (9) Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-serviceoptions: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51. (10) David C. Wyld. (2010). THE CLOUDY FUTURE OF GOVERNMENT IT:CLOUD COMPUTING AND THE PUBLIC SECTOR AROUND THE WORLD. International Journal of Web & Semantic Technology, 1(1), 1–20. (11) Doll, W. J., & Torkzadeh, G. (1988). The Measurement of End-User Computing Satisfaction. MIS Quarterly, 12(2), 259–274. (12) Gilbert, D., Balestrini, P., & Littleboy, D. (2004). Barriers and benefits in the adoption of e-government. International Journal of Public Sector Management, 17(4),286–301. (13) Heeks, R., & Bailur, S. (2007). Analyzing e-government research: Perspectives,philosophies, theories, methods, and practice. Government Information Quarterly, 24(2), 243–265. (14) Holbrook, M. B., Chestnut, R. W., Oliva, T. A., & Greenleaf, E. A. (1984). Play as a Consumption Experience: The Roles of Emotions, Performance, and Personality in the Enjoyment of Games. Journal of Consumer Research, 11(2), 728. (15) Hou, C.-K. (2012). Examining the effect of user satisfaction on system usage and individual performance with business intelligence systems: An empirical study of Taiwan's electronics industry. International Journal of Information Management, 32(6), 560–573. (16) Hsieh, P. H., Huang, C. S., & Yen, D. C. (2013). Assessing web services of merging economies in an Eastern country — Taiwan's e-government. Government Information Quarterly, 30(3), 267–276. (17) Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The Measurement of User Information Satisfaction. Commun. ACM, 26(10), 785–793. (18) Kiesler, S., & Sproull, L. S. (1986). Response Effects in the Electronic Survey. Public Opinion Quarterly, 50(3), 402–413. (19) Klenke, K. (1992). Construct Measurement in Management Information Systems: A Review and Critique of User Satisfaction and User Involvement Instruments. INFOR, 30(4), 325–348. (20) Kotler, P. (1994). Marketing management. Analysis, planning, implementation, and control. (8th. edition.). Englewood Cliffs, NJ: Prentice-Hall. (21) Lai, J.-Y., & Ong, C.-S. (2010). Assessing and managing employees for embracing change: A multiple-item scale to measure employee readiness for e-business. Technovation, 30(1), 76–85. (22) Layne, K., & Lee, J. (2001). Developing fully functional E-government: A four stage model. Government Information Quarterly, 18(2), 122–136. (23) Lee, J., Kim, H. J., & Ahn, M. J. (2011). The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology. Government Information Quarterly, 28(2), 222–230. (24) Marston, S., Li, Z., Bandyopadhyay, S., Zhang, J., & Ghalsasi, A. (2011). Cloud computing — The business perspective. Decision Support Systems, 51(1), 176–189. (25) Mathwick, C., Wagner, J., & Unni, R. (2010). Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience. Journal of Retailing, 86(1), 11–21. (26) National Development Council. (2007, March 19). National Development Council -Government E-Service Applications 10th Anniversary Special Issue. NationalDevelopment Council. E-Government Project. (27) National Development Council. (2009, May 5). National Development Council -Government Project. National Development Council. Privacy and Security Policy. (28) Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. (29) Owusu-Ansah, S. (2000). Timeliness of corporate financial reporting in emerging capital markets: empirical evidence from the Zimbabwe Stock Exchange. Accounting & Business Research (Wolters Kluwer UK), 30(3), 241–254. Pappas, I. O., Pateli, A. G., Giannakos, M. N., & Chrissikopoulos, V. (2014). (30) Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution (31) Management, 42(3), 187–204.Pardo, T. A., Nam, T., & Burke, G. B. (2012). E-Government Interoperability Interaction of Policy, Management, and Technology Dimensions. Social Science Computer Review, 30(1), 7–23. (32) Pearson, S. W., & Bailey, J. E. (1980). Measurement of Computer User Satisfaction.SIGMETRICS Perform. Eval. Rev., 9(1), 59–68. (33) Rader, D. (2012). How cloud computing maximizes growth opportunities for a firmchallenging established rivals. Strategy & Leadership, 40(3), 36–43. (34) Sekhobo, J. P., & Druschel, C. M. (2001). An Evaluation of Congenital Malformations Surveillance in New York State: An Application of Centers for Disease Control and Prevention (CDC) Guidelines for Evaluating Surveillance Systems. Public Health Reports (1974-), 116(4), 296–305. (35) Sitzia, J., & Wood, N. (1997). Patient satisfaction: A review of issues and concepts.Social Science & Medicine, 45(12), 1829–1843. (36) Somers, T. M., Nelson, K., & Karimi, J. (2003). RESEARCH NOTE Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument: Replication within an ERP Domain. Decision Sciences, 34(3), 595–621. (37) US Department of Commerce, N. (2011, October 25). Final Version of NIST Cloud Computing Definition Published. (38) Zhang, W., & Chen, Q. (2010). From E-government to C-government via Cloud Computing. 2010 International Conference on E-Business and E-Government (ICEE), 679–682. (39) Zhang, Y., Zhu, H., & Greenwood, S. (2005). Empirical validation of Website timeliness measures. In Computer Software and Applications Conference, 2005. COMPSAC 2005. 29th Annual International (Vol. 1, pp. 313–318 Vol. 2).
Currently, Cloud-based service is the trend of E-service. Government needs to implement technology innovation for citizens. Current model (E-Government) has a significant problem that citizens need two-way dialogues with government to do comment and to do some obligations. It shows that the public sectors need a new model:Cloud government service (C-Government) taking Internet as the primary way doing communication and service delivery. Newest services have the lowest capital expense. However, the crucial to success is depending on the user perceived satisfaction of theC-government.

This research purpose is to build a surrogate system for measuring user atisfaction of C-government. Namely, develop a scale for an application that succeeds in eating a service that is compatible with citizens' needs, desires and expectations. Items re adopted as End-User Computing Satisfaction (ECUS) scale. Conduct factor analysis after filtering with reliability and validity process. This study builds an instrument with dimensions among Content, Ease of Use, Security, Timeliness and Enjoyment. In conclusion, it provides views for both service participants and governmental policy-makers to enhance government services with technical, behavioral and managerial aspects.

當今雲端基礎服務已電子化服務是潮流,政府必須執行科技創新來降低 IT 部門的訊息傳遞成本,目前較常使用的模型 (電子化政府服務)面臨主要問題:人民需要與政府有雙向溝通管道參與公眾活動以及透過雲端政府服務盡人民義務,而政府電子化後,也需要一個機制及方法統一及整合。這表示公部門需要一個新形態服務模型,雲端政府,一個利用網路為主要溝通與資訊傳輸的雲端政府服務,並從中得到用最低成本發送最新服務的效益;而是否能成功則是取決於使用者對雲端政府服務的滿意度。

其他識別: U0005-0607201516114000
Rights: 同意授權瀏覽/列印電子全文服務,2018-07-16起公開。
Appears in Collections:科技管理研究所

Files in This Item:
File Description SizeFormat Existing users please Login
nchu-104-7101026001-1.pdf1.11 MBAdobe PDFThis file is only available in the university internal network   
Show full item record

Google ScholarTM


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.