E-Government Applications: Factors Affecting the Employees’ Satisfaction and Effectiveness in Greek Municipalities (original) (raw)

Assessing the success of e-government systems: An employee perspective

Information & Management, 2016

By using information system (IS) success-based approaches from the perspective of government employees, this paper investigates the success of e-government systems. Structural equation modeling (SEM) techniques were applied to data collected by a questionnaire from 154 employees of e-government systems in Serbia. In this study, we empirically evaluated the model for measuring the success of e-government systems consisting of constructs from the updated DeLone and McLean IS success model coupled with the demographic conditions. Seven out of ten hypothesized relationships between the seven success variables are significantly supported. The findings of this study can be used to assess the success of e-government systems from the standpoint of the government employees.

Success of Government E-Service Delivery: Does Satisfaction Matter?

Lecture Notes in Computer Science, 2010

For measuring e-government success a well-founded theory is important which can help governments to improve their services and identify how effectively public money is spent. We propose using citizen satisfaction as a measure of e-government success, as well as explore its relationships with e-government service quality. Three hypotheses have been formulated to test the model. For empirical estimation, the data used in this study was collected form Sweden. An online survey was conducted using systematic sampling among the municipalities in Sweden, 425 valid responses were received. The measures of each variables selected in this article were mainly adapted from related previous studies. Efficiency, privacy, responsiveness and web assistance were selected as e-service quality dimensions. Actual usages were measured by three items-Frequency of usage, Diversity of usages and Dependency. Confirmatory factor analyses were conducted to confirm the factor structures. The analysis shows that 43% of the variance among the factors of e-service quality, and usage is explained by citizen satisfaction. We found e-service quality has a relation with citizen satisfaction considering four dimensions of service quality. Efficiency, responsiveness and web assistance were found to be of more importance compared to privacy in determining eservice quality. Use was found to be positively and significantly related to citizen satisfaction. The results should contribute towards understanding of the key issues that influence citizens' needs and level of satisfaction with the tax services and help improve the service delivery process. Further research is suggested to explore other quality dimensions such as system and information quality.

E-government process in the public sector and the barriers against its implementation: A case study in Greece

2013

The study aims to gain insight into the of e-government as it has started taking place within the public sector and access the barriers that are related to its organizational structure and consequently prevent the fully incorporation and implementation of such technological efforts. In order to obtain vital and accurate information, the study adopted quantitative research methodology by using the tool of self-completion questionnaires. More precisely, this study is based on a single case study, the public administration in Greece. Moreover, the sources of data collection were relied upon primary data. Furthermore, this study revealed the organizational barriers against e-government by focusing on the major impediments as the participants captured them. Non-availability of high IT-staff, age of employees and the structure of the political regime as well as the way that the central government operates affect the structure of the public sector and are considered the most important barriers that guide to difficulties as far as e-government adoption is concerned. Indeed, Greek Public sector is facing many organizational problems and should eliminate the majority of them by undertaking radical changes and effective measures.

A Review of the Factors Affecting User Satisfaction in Electronic Government Services

International Journal of Electronic Government Research, 2014

Even after more than a decade of intensive research work in the area of electronic government (e-government) adoption and diffusion, no study has yet undertaken a theoretical evaluation of research related to ‘e-government satisfaction'. The purpose of this study is to undertake a comprehensive review of the literature related to e-government satisfaction and adoption with a particular focus on the most critical factors and their manifested variables that influence user satisfaction in e-government. Usable data relating to e-government research were collected from 147 papers identified from the Scopus database and by manually identifying relevant articles from journals dedicated to e-government research such as Electronic Government, an International Journal (EGIJ), International Journal of Electronic Government Research (IJEGR) and Transforming Government: People, Process, and Policy (TGPPP). A meta-analysis of existing e-government studies found that the majority of the constr...

An Exploratory Study of the E-Government Services in Greece

Handbook of Research on Public Information Technology

The impact of "e-business" on the public sector is the main source of the government's transformation towards "e-government," which refers to the public sector's efforts to use information and communication technologies (ICT) to deliver government services and information to the public. E-government allows citizens to interact more directly with the government, transforming multiple operational and bureaucratic procedures and employing a customer-centric approach to service delivery; it allows intra-governmental communication; it also offers numerous possibilities for using the Internet and other Web-based technologies to extend online government services (Gant, Gant & Johnson, 2002). Governments evaluate the best practices of e-business applications worldwide and establish policies for the development of e-government applications. The aim of this strategy is to develop and provide faster and cheaper public services and contribute decisively to the new knowledgebased economy.

Analysing e-government service quality in Greece

Electronic Government, an …, 2011

Motivated by the growing interest in e-government, our research aims to discover the quality priorities of e-government users and analyses the attitude of Greek citizens towards e-government sites in Greece. We propose a research model which posits four dimensions influential to e-government site quality -efficiency, trust, reliability, citizen support. Data was collected and analysed to gather information concerning the way Greek users interact with e-government. We found that all four dimensions significantly influence citizens' evaluation and intention to reuse. E-government users perceived different importance of quality factors in using different types of e-government sites.

A Multivariate Statistical Assessment of the Level of Use of Information Systems in the Public Sector Services in Greece in Order to Oppose Bureaucracy

International Journal of Operations Research and Information Systems, 2014

Public sector bureaucracy is undoubtedly one of the major unfavorable factors that contradict the smooth economic development of Greece. Using information systems in management is indeed promoting decisively the improvement of the organization, the communication, the service processing time and generally speaking the modernization of the Public Administration; leading to the fact that the level of proficiency of the employees in IS use is vital to the ever going fight against bureaucracy. This paper is about the study of the competence of the non IT specialists of the Greek public sector employees, who however use computers in their daily work, in subjects regarding the safe and sound use of Information Systems applications. The authors also studied the correspondence of the employees capabilities with variables like the experience, adequate knowledge of a second language, age and years of service; their interest in participating in IS training seminars is also recorded. The authors...

Quality Evaluation of E-Government Services – The Case of Albania

Transylvanian Review of Administrative Sciences

Albania has passed a period of three decades in the shift from a centralized to a market economy. In this context, the public sector is confronted by structural changes at the institutional level and the extension and improvement of public services. Electronic services' quality is a critical issue for the failure or success of e-government objectives. It promotes government efficiency and effectiveness, citizen engagement, and satisfaction. The trend to use electronic services in Albania is similarly driven by efforts to reduce public sector corruption, improve service performance, and reduce costs. The goal of this paper is to evaluate the citizen's perception of the importance and the quality of e-services provision by the e-Albania gateway, as well as obstacles and challenges of the future. Based on the main types of services provided by the e-Albania platform, twelve indicators were considered. The survey took place in Albania (Tirana region), wherein 190 questionnaires are applied. The main reason for this selection is that Tirana is the largest region of the country, with about 50% of the population concentration and the highest number of users of the government electronic platform. The variables used are qualitative variables and were measured according to the Likert scale (1-5 estimation, from 1-strongly disagree to 5-strongly agree). Each of the main variables is explained and measured through the evaluation of three to five explanatory questions. Through the SPSS program, cluster analysis was used to evaluate the main variables. By analyzing the collected data, it turns out that there is an obvious increase in the number of public services offered, as well as the perception of citizens for the e-services provided by the government platform.

Effect of Application of E-Government on the Staff Performance in the Greater Amman Municipality A Field Study

Research in Business and Management, 2016

This study aims to identify effect of application of e-government with its dimensions (cost reduction, HR efficiency, transparency, and service quality) on the job performance with its dimensions (task completion, job loyalty and staff compliance) in the Greater Amman Municipality. The study uses the descriptive analytical method (theoretical and field), and (245) questionnaires were distributed to all administrative staff in the Municipality. The study shows a number of results; the most important of which are that there is an evident effect of application of e-government on the staff performance, compliance of employees with regulations and instructions, and the transactions are characterized by accuracy and quality unlike the situation in the past. The study recommends that it is necessary to increase incentives so that staff's loyalty gets greater, and that it is important to make ongoing improvement to maintain the present distinct performance level.

An Exploratory Study on e-Government Systems Success in Romania

In the area of e-Government Romania is lagging behind, especially in take-up, being at the lowest place in the EU for both citizens (at 8%) and businesses (at 50%). This clearly indicates that there is an urgent need for public management reform in what regards governments' role as service providers towards clients. Cohesion Funds are the main source of public projects in most countries in the southeast Europe region. The study set sights on Romanian public administrations that have implemented an e-Government service, and were collected in 2012 year. The instrument used for collecting data is a quantitative questionnaire. The questionnaire sets the current stage of the level of implementation of information and management systems in the 2012 Romanian local public administration. The study aim is to set the basis of new e-Government systems implementation, in the perspective of integration of new Romanian e-Government information system with European Funds in the 2014-2020.