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Title: Measuring user satisfaction with e-government systems : an empirical study to evaluate IS effectiveness
Author: Alshehri, Alanawd
ISNI:       0000 0004 8499 2034
Awarding Body: Royal Holloway, University of London
Current Institution: Royal Holloway, University of London
Date of Award: 2016
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Governments around the world have continuously embraced e-government development in an endeavour to achieve social, economic and environmental goals (United Nation E-Government Survey, 2012). In this research, e-government is considered from an information systems (IS) perspective underpinned by the aims of achieving efficiency and effectiveness in public sector organisations. Evaluating the effectiveness of adopted e-government IS is a critical process, as it provides necessary data for cost-benefit analysis of governmental investment in technology and the value it creates, allowing decision makers to judge whether required and specified needs have been met successfully. IS end-user satisfaction is identified in the literature as a surrogate measure for IS effectiveness. The construct of IS End-User Computing Satisfaction (EUCS) was conceptualised and developed in the late 1980's in the context of work-setting mandatory use of systems by organisations, but it still is being used today as a valid and reliable instrument to measure IS end-user satisfaction. With technology becoming advanced and ubiquitous, end-users are now empowered to use egovernment through multi-channel access. End-users are also empowered to become active content-generators through the use of social media in cyberspace, rather than passive consumers of static information. By adopting a quasi-experimental design, the researcher will challenge the standard measure of IS satisfaction, the construct of EUCS, by conducting a behavioural experiment in real-world settings by comparing and contrasting two methods to evaluate IS end-user satisfaction. These two methods utilise social media data of Twitter and the EUCS instrument adopted from Doll & Torkzadeh (1988). Such findings will contribute to improving understanding of the nature of IS end-users, and help determine if the current conception of EUCS is still valid, or whether the ubiquitous nature of IS and expanding role of IS end-users requires the formulation of a new conceptualisation.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available