Abstract
E-government is defined as an application of IT to government services and it is a global phenomenon and public servants around the world are adopting novel ways to leverage IT to better serve their constituents. In this paper, we proposed a g-CSI model that has two major contributions to overcome the weakness of the existing CSI models that not suitable for the e-government. First, the g-CSI model that measures customer satisfaction for government should have a difference in that for private sectors, and the e-government operates on the Internet environment. We suggest the g-CSI model for e-government suitable to the Internet environment. Next, using a feature weighting and a feature positioning, we can extract the improvement points to enhance the level of customer satisfaction.
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© 2005 Springer-Verlag Berlin Heidelberg
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Kim, T.H., Im, K.H., Park, S.C. (2005). Intelligent Measuring and Improving Model for Customer Satisfaction Level in e-Government. In: Wimmer, M.A., Traunmüller, R., Grönlund, Å., Andersen, K.V. (eds) Electronic Government. EGOV 2005. Lecture Notes in Computer Science, vol 3591. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11545156_4
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DOI: https://doi.org/10.1007/11545156_4
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-28466-6
Online ISBN: 978-3-540-31737-1
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