Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services. / Wong, Meng Seng; Nishimoto , Hideki ; Nishigaki , Yasuyuki ; Jackson, Stephen.

In: Electronic Journal of Information Systems Evaluation, Vol. 20, No. 1, 07.2017, p. 3-10.

Research output: Contribution to journalArticle

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Standard

Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services. / Wong, Meng Seng; Nishimoto , Hideki ; Nishigaki , Yasuyuki ; Jackson, Stephen.

In: Electronic Journal of Information Systems Evaluation, Vol. 20, No. 1, 07.2017, p. 3-10.

Research output: Contribution to journalArticle

Harvard

Wong, MS, Nishimoto , H, Nishigaki , Y & Jackson, S 2017, 'Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services', Electronic Journal of Information Systems Evaluation, vol. 20, no. 1, pp. 3-10. <http://issuu.com/academic-conferences.org/docs/ejise-volume20-issue1-article1033?mode=a_p>

APA

Vancouver

Wong MS, Nishimoto H, Nishigaki Y, Jackson S. Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services. Electronic Journal of Information Systems Evaluation. 2017 Jul;20(1):3-10.

Author

Wong, Meng Seng ; Nishimoto , Hideki ; Nishigaki , Yasuyuki ; Jackson, Stephen. / Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services. In: Electronic Journal of Information Systems Evaluation. 2017 ; Vol. 20, No. 1. pp. 3-10.

BibTeX

@article{26fa04bec27d4c1aad6992c1526d9c44,
title = "Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services",
abstract = "This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services. ",
author = "Wong, {Meng Seng} and Hideki Nishimoto and Yasuyuki Nishigaki and Stephen Jackson",
year = "2017",
month = jul,
language = "English",
volume = "20",
pages = "3--10",
journal = "Electronic Journal of Information Systems Evaluation",
issn = "1566-6379",
number = "1",

}

RIS

TY - JOUR

T1 - Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services

AU - Wong, Meng Seng

AU - Nishimoto , Hideki

AU - Nishigaki , Yasuyuki

AU - Jackson, Stephen

PY - 2017/7

Y1 - 2017/7

N2 - This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services.

AB - This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services.

M3 - Article

VL - 20

SP - 3

EP - 10

JO - Electronic Journal of Information Systems Evaluation

JF - Electronic Journal of Information Systems Evaluation

SN - 1566-6379

IS - 1

ER -