COBRA framework to evaluate e-government services: A citizen-centric perspective

被引:89
作者
Osman, Ibrahim H. [1 ]
Anouze, Abdel Latef [1 ]
Irani, Zahir [2 ]
Al-Ayoubi, Baydaa [5 ]
Lee, Habin [2 ]
Balci, Asim [3 ]
Medeni, Tunc D. [4 ]
Weerakkody, Vishanth [2 ]
机构
[1] Amer Univ Beirut, Olayan Sch Business, Beirut, Lebanon
[2] Brunel Univ, Brunel Business Sch, Uxbridge UB8 3PH, Middx, England
[3] Selcuk Univ, Turksat, Konya, Turkey
[4] Yildirim Beyazit Univ, Ankara, Turkey
[5] Lebanese Univ, Fac Sci 1, Beirut, Lebanon
基金
英国经济与社会研究理事会; 英国工程与自然科学研究理事会; 澳大利亚研究理事会;
关键词
COBRA; E-government service; Users' satisfaction; Structured equation modelling; Scale development; Performance measurement; INFORMATION-SYSTEMS SUCCESS; CUSTOMER SATISFACTION; ELECTRONIC GOVERNMENT; USER ACCEPTANCE; PERCEIVED RISK; ONLINE PRIVACY; EMPIRICAL-TEST; MCLEAN MODEL; TRUST; ADOPTION;
D O I
10.1016/j.giq.2013.10.009
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright (C) 2014 Published by Elsevier Inc. All rights reserved.
引用
收藏
页码:243 / 256
页数:14
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