Improving what matters the most to e-service consumers using the TDMVM analysis

Said Elnaffar

doi:10.1109/ICEDSA.2016.7818480

Improving what matters the most to e-service consumers using the TDMVM analysis

Said Elnaffar

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

1 Citation (Scopus)

Abstract

One of the common means of delivering e-government services to citizens is via Web sites. Building a Web site and publishing it to them should be the beginning of the service cycle, not its end. In other words, it is essential to evaluate the user satisfaction with the design and delivery of online services. To that end, and as a case study, we evaluate the e-services of one of the local e-governments in the United Arab Emirates and link the satisfaction of users to the design of the portal. We collect data from users using a customized SERVQUAL survey and analyse data using the Two Dimensional Mean Value Matrix (TDMVM) method in order to spot what services are most important to users and to what extent they are satisfied with them.

Original language	English
Title of host publication	2016 5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016
Publisher	IEEE Computer Society
ISBN (Electronic)	9781509053063
DOIs	https://doi.org/10.1109/ICEDSA.2016.7818480
Publication status	Published - Jan 13 2017
Externally published	Yes
Event	5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016 - Ras Al Khaimah, United Arab Emirates Duration: Dec 6 2016 → Dec 8 2016

Publication series

Name	International Conference on Electronic Devices, Systems, and Applications
ISSN (Print)	2159-2047
ISSN (Electronic)	2159-2055

Other

Other	5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016
Country/Territory	United Arab Emirates
City	Ras Al Khaimah
Period	12/6/16 → 12/8/16

Keywords

SERVQUAL
Service quality
TDMVM
User satisfaction

ASJC Scopus subject areas

Computer Science Applications
Hardware and Architecture
Software
Electrical and Electronic Engineering

Access to Document

10.1109/ICEDSA.2016.7818480

Cite this

Improving what matters the most to e-service consumers using the TDMVM analysis. / Elnaffar, Said.
2016 5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016. IEEE Computer Society, 2017. 7818480 (International Conference on Electronic Devices, Systems, and Applications).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Elnaffar, S 2017, Improving what matters the most to e-service consumers using the TDMVM analysis. in 2016 5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016., 7818480, International Conference on Electronic Devices, Systems, and Applications, IEEE Computer Society, 5th International Conference on Electronic Devices, Systems and Applications, ICEDSA 2016, Ras Al Khaimah, United Arab Emirates, 12/6/16. https://doi.org/10.1109/ICEDSA.2016.7818480

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abstract = "One of the common means of delivering e-government services to citizens is via Web sites. Building a Web site and publishing it to them should be the beginning of the service cycle, not its end. In other words, it is essential to evaluate the user satisfaction with the design and delivery of online services. To that end, and as a case study, we evaluate the e-services of one of the local e-governments in the United Arab Emirates and link the satisfaction of users to the design of the portal. We collect data from users using a customized SERVQUAL survey and analyse data using the Two Dimensional Mean Value Matrix (TDMVM) method in order to spot what services are most important to users and to what extent they are satisfied with them.",

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Improving what matters the most to e-service consumers using the TDMVM analysis

Abstract

Publication series

Other

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this