DEVELOPING AN E-GOVERNMENT PERFORMANCE EVALUATION SYSTEM—A STUDY FROM CITIZEN SUBJECTIVE ASPECTS

Abstract

ABSTRACT The objective of this paper is to develop a citizen-focus performance evaluation scale system for e-government. E-government is actively promoted in many countries during the last decade. However, we found most of published document are action plans, and there are few scientific studies to review its performance. This is an important issue for continuous improvement purpose. In this study, we tried to develop a scale system from the user's subjective aspect.E-government is composed of information system, user interface, and information access channel. Based on the three components, we firstly come up 11 dimensions of government information service by the literature review and experts' opinions. Then we developed 4 items for each dimension. In order to verify the proposed scale system, we invited experts to examine the content validity, and conducted a field study in Hsin-Chu city. Based on the results of factor analysis, we found that the proposed scale can be represented by three dimensions, which are respectively named “system capability”, “website content and design”, and “government promotion”. Cronbach α analyses reveal that each dimension and the scale have high reliability, range from 0.83 to 089. In addition, we found users have relatively dissatisfaction in the dimension of information security, personal service, user-friendly, etc. To improve those dimensions will become the focal points of the next phase of e-government development. We have further discussion for those findings in the following.