Data triangulation and web quality metrics: A case study in e-government

Information and Management

Volumn 43, Issue 6, 2006, Pages 767-777

  Barnes, Stuart J ^a   Vidgen, Richard T ^b  

^a UNIVERSITY OF EAST ANGLIA   (United Kingdom)

^b UNIVERSITY OF BATH   (United Kingdom)

Author keywords

Comment analysis; Data triangulation; eQual; Evaluation; Online tax submission; Quality; Website

Indexed keywords

LAWS AND LEGISLATION; PUBLIC POLICY; QUALITY OF SERVICE; SOCIETIES AND INSTITUTIONS; TAXATION; TELECOMMUNICATION SERVICES; WEBSITES;

DATA TRIANGULATION; ELECTRONIC GOVERNMENT; ONLINE TAX SUBMISSION; SITE QUALITY;

INFORMATION DISSEMINATION;

EID: 33747840353     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2006.06.001     Document Type: Article

References (36)

1. Bailey J.E., and Pearson S.W. Development of a tool for measuring and analyzing user satisfaction. Management Science 29 5 (1983) 530-545
2. Barnes S.J., and Vidgen R.T. An evaluation of cyber-bookshops: the WebQual method. International Journal of Electronic Commerce 6 1 (2001) 6-25
3. Barnes S.J., and Vidgen R.T. An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research 3 3 (2002) 114-127
4. Barnes S.J., and Vidgen R.T. Interactive e-government: evaluating the web site of the UK Inland Revenue. Journal of Electronic Commerce in Organizations 2 1 (2003)
5. Barnes S.J., and Vidgen R.T. Interactive eGovernment services: modelling user perceptions with eQual. Electronic Government 1 2 (2004) 213-228
6. Bitner M.J. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing (April) (1990) 69-82
7. Cohen S., and Eimicke W. The future of e-government: a project of potential trends and issues. Proceedings of the 36th Hawaii International Conference on Systems Sciences. Hawaii (2003)
8. Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 3 (1989) 340-391
9. Davis F. User acceptance of information technology: system characteristics, user perceptions, and behavioral impacts. International Journal of Man-machine Studies 38 (1993) 475-487
10. Elmagarmid A.K., and McIver W.J. The ongoing march toward digital government. IEEE Computer 34 2 (2001) 32-38
11. Fielding N., and Schreier M. Introduction: on the compatibility between qualitative and quantitative research methods. Forum: Qualitative Research 2 1 (2001)
12. Guba E.G., and Lincoln Y.S. Fourth Generation Evaluation (1989), Sage Publications, Newbury Park, Calif
13. HMSO e-Revenue (2002), HMSO, London
14. Kaplan B., and Duchon D. Combining qualitative and quantitative methods in information systems research: a case study. MIS Quarterly (December) (1988) 571-586
15. Kettinger W., and Lee C. Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly (June) (1997) 223-240
16. Kubicek H., and Hagen M. Integrating e-commerce and e-government: the case of bremen online services. In: Prins J. (Ed). Designing E-government (2001), Kluwer Law International, Hague
17. Malhotra M., and Grover V. An assessment of survey research in POM: from construct to theory. Journal of Operations Management 16 4 (1998) 403-423
18. Muyllea S., Moenaert R., and Despontin M. The conceptualization and empirical validation of web site user satisfaction. Information and Management 41 (2004) 543-560
19. Nielsen J. Usability Engineering (1993), Morgan Kaufmann, CA
20. Nielsen J. User interface directions for the web. Communications of the ACM 42 1 (1999) 65-72
21. Nielsen J. Designing Web Usability (2000), New Riders, Indiana
22. Parasuraman A. Measuring and monitoring service quality. In: Glynn W., and Barnes J. (Eds). Understanding Services Management (1995), Wiley, Chichester 143-177
23. Pitt L., Watson R., and Kavan C. Service quality: a measure of information systems effectiveness. MIS Quarterly (June) (1995) 173-187
24. Pitt L., Watson R., and Kavan C. Measuring information systems service quality: concerns for a complete canvas. MIS Quarterly (June: 209-221) (1997) 173-187
25. Rajagopal P. An innovation-diffusion view of implementation of enterprise resource planning (ERP) systems and development of a research model. Information and Management 40 (2002) 87-114
26. Shadish W.R., Cook T.D., and Campbell D.T. Experimental and Quasi-experimental Designs for Generalized Causal Inference (2002), Houghton Mifflin, Boston
27. Shostack G. Planning the service encounter. In: Czepiel J., Solomon M., and Surprenant C. (Eds). The Service Encounter (1985), Lexington Books, Lexington, MA
28. Slabey R. QFD: a basic primer. Proceedings of the Transactions from the Second Symposium on Quality Function Deployment. Novi, MI (1990)
29. Spool J. Web Site Usability (1999), Morgan Kaufmann, CA
30. Straub D., and Carlson C.L. Validating instruments in MIS research. MIS Quarterly 13 2 (1989) 147-169
31. Strong D.M., Lee Y.W., and Wang R.Y. Data quality in context. Communications of the ACM 40 5 (1997) 103-110
32. Van Dyke T., Kappelman L., and Prybutok V. Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS Quarterly (June) (1997) 195-208
33. Wang R.Y. A product perspective on total data quality management. Communications of the ACM 41 2 (1998) 58-65
34. Yang Z., Caib S., Zhouc Z., and Zhoua N. Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information and Management 42 (2005) 575-589
35. Zeithaml V., Parasuraman A., and Berry L. Delivering Quality Service: Balancing Customer Perceptions and Expectations (1990), The Free Press, New York
36. Zeithaml V.A., Berry L., and Parasuraman A. The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science 21 1 (1993) 1-12