Service Quality, Citizen Satisfaction, and Loyalty with Self-Service Delivery Options: A Strategic Imperative for Transforming E-Government Services.
Akemi Takeoka ChatfieldJazem Mutared AlanaziPublished in: ACIS (2013)
Keyphrases
- service quality
- customer satisfaction
- competitive environment
- public services
- customer retention
- online shopping
- service providers
- user satisfaction
- electronic commerce
- service delivery
- e government
- competitive advantage
- life cycle
- information systems
- relationship management
- customer loyalty
- social media
- quality of service
- business intelligence
- customer support
- government services
- digital government
- government agencies
- knowledge management
- case study
- call center
- public administration
- customer service
- expert systems
- service oriented
- decision support
- information technology
- metadata