Framework for quality assessment of E-government services delivery in Kenya
| dc.contributor.author | Mbulwa, Christine M. | |
| dc.date.accessioned | 2013-11-13T11:32:28Z | |
| dc.date.available | 2013-11-13T11:32:28Z | |
| dc.date.issued | 2013-11-13 | |
| dc.description | Thesis submitted to the faculty of Information Technology in partial fulfillment of the requirements for the degree of Master of Science in Information Technology | en_US |
| dc.description.abstract | Electronic government, or e-Government, is meant to increase citizens' convenience and accessibility of government services and information as much as government's access to citizens to revolutionize their work, and change rules of doing businesses. Considering faster global growth of the Internet and Information Technology, governments have been prompted to replace their traditional service delivery methods with electronic ones. Quality of the delivered e-Government services/projects is an emerging determinant to the success or failure of e-Governments service delivery to its citizenry. Research into the determinants of assessing quality of the delivered e Government services has become a research imperative since research in this area is still in its infancy and much of the existing research is largely centered on quality of online e-Services. As a result, few attempts have been made to identify parameters that can be used in assessing quality of delivered e-Government services in the back office environment. Using qualitative approach, the research presents a framework for guiding eGovernment service providers in assessing quality of delivered e-Government services provided by the various governmental institutions. The quality framework has been developed based on a comprehensive review of the relevant literature, observations on the targeted group and semi structured interviews conducted on sampled respondents. The developed framework incorporates parameters for assessing all categories of e-Government systems. The developed framework was tested on three e-Government systems to check on its reliability. The evaluation results obtained showed the developed framework being effective in assessing quality of delivered e-Government services and pinpointed areas that required improvement for all the systems gave average results. | en_US |
| dc.identifier.uri | http://hdl.handle.net/11071/2060 | |
| dc.language.iso | en | en_US |
| dc.subject | Quality assessment | en_US |
| dc.subject | E-government | en_US |
| dc.subject | Kenya | en_US |
| dc.title | Framework for quality assessment of E-government services delivery in Kenya | en_US |
| dc.type | Thesis | en_US |