Total Quality Management & Business Excellence, 2013
The emergence of the eGovernment (eGov) virtual medium to provide government services to citizens... more The emergence of the eGovernment (eGov) virtual medium to provide government services to citizens has opened opportunities for public administration to reform and restructure the public service to improve service quality. However, while the restructuring and reforming aspects of eGov service have been explored by researchers, hardly any papers have attempted to investigate eGov service quality requirements of citizens as customers. Based on a literature review, a proposed theory, and an extensive empirical study of two Ontario, Canada cities, we can infer that the service quality of eGov can be conceptualized from four essential formative dimensions of service quality: ease of interaction, fulfillment, trustworthiness, and customer service. In our model, trustworthiness is mediated by security and privacy perceptions. This research provides valuable input towards designing and developing higher quality service for eGov, inspiring further reformation of public administration.
A human-computer interface is described, which was designed to study user preferences and the eff... more A human-computer interface is described, which was designed to study user preferences and the effectiveness of output modes and levels of information abstraction in a decision making environment. The interface was tested in an exploratory study of an apartment selection ...
Total Quality Management & Business Excellence, 2013
The emergence of the eGovernment (eGov) virtual medium to provide government services to citizens... more The emergence of the eGovernment (eGov) virtual medium to provide government services to citizens has opened opportunities for public administration to reform and restructure the public service to improve service quality. However, while the restructuring and reforming aspects of eGov service have been explored by researchers, hardly any papers have attempted to investigate eGov service quality requirements of citizens as customers. Based on a literature review, a proposed theory, and an extensive empirical study of two Ontario, Canada cities, we can infer that the service quality of eGov can be conceptualized from four essential formative dimensions of service quality: ease of interaction, fulfillment, trustworthiness, and customer service. In our model, trustworthiness is mediated by security and privacy perceptions. This research provides valuable input towards designing and developing higher quality service for eGov, inspiring further reformation of public administration.
A human-computer interface is described, which was designed to study user preferences and the eff... more A human-computer interface is described, which was designed to study user preferences and the effectiveness of output modes and levels of information abstraction in a decision making environment. The interface was tested in an exploratory study of an apartment selection ...
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Papers by Norm Archer