电子政务服务质量评价研究及启示

[1] 基于卡诺模型的电子政务服务质量要素研究 [J]. 电子政务, 2012, (01) : 75 - 80

[2] e-GovQual: A multiple-item scale for assessing e-government service quality[J] . Xenia Papadomichelaki,Gregoris Mentzas.Government Information Quarterly . 2011 (1)

[3] Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success[J] . Yi-Shun Wang,Yi-Wen Liao.Government Information Quarterly . 2007 (4)

[4] SiteQual: an integrated measure of Web site quality[J] . Harold W. Webb,Linda A. Webb.Journal of Enterprise Information Management . 2004 (6)

[5] Development and validation of an instrument to measure user perceived service quality of information presenting Web portals[J] . Zhilin Yang,Shaohan Cai,Zheng Zhou,Nan Zhou.Information & Management . 2004 (4)

[6] eTailQ: dimensionalizing, measuring and predicting etail quality[J] . Mary Wolfinbarger,Mary C Gilly.Journal of Retailing . 2003 (3)

[7] The state of the art in automating usability evaluation of user interfaces [J]. ACM COMPUTING SURVEYS, 2001, 33 (04) : 470 - 516

[8] Expectations, Performance Evaluation, and Consumers' Perceptions of Quality[J] . Journal of Marketing . 1993 (4)

[9] The American CustomerSatisfaction Index the Voice of the Nation''s Consumer .2 American CustomerSatisfaction Index. http://www.theacsi.org . 2006

[1] 基于卡诺模型的电子政务服务质量要素研究 [J]. 电子政务, 2012, (01) : 75 - 80

[2] e-GovQual: A multiple-item scale for assessing e-government service quality[J] . Xenia Papadomichelaki,Gregoris Mentzas.Government Information Quarterly . 2011 (1)

[3] Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success[J] . Yi-Shun Wang,Yi-Wen Liao.Government Information Quarterly . 2007 (4)

[4] SiteQual: an integrated measure of Web site quality[J] . Harold W. Webb,Linda A. Webb.Journal of Enterprise Information Management . 2004 (6)

[5] Development and validation of an instrument to measure user perceived service quality of information presenting Web portals[J] . Zhilin Yang,Shaohan Cai,Zheng Zhou,Nan Zhou.Information & Management . 2004 (4)

[6] eTailQ: dimensionalizing, measuring and predicting etail quality[J] . Mary Wolfinbarger,Mary C Gilly.Journal of Retailing . 2003 (3)

[7] The state of the art in automating usability evaluation of user interfaces [J]. ACM COMPUTING SURVEYS, 2001, 33 (04) : 470 - 516

[8] Expectations, Performance Evaluation, and Consumers' Perceptions of Quality[J] . Journal of Marketing . 1993 (4)

[9] The American CustomerSatisfaction Index the Voice of the Nation''s Consumer .2 American CustomerSatisfaction Index. http://www.theacsi.org . 2006