Name
Title | ||
|---|---|---|
Intelligent measuring and improving model for customer satisfaction level in e-government |
Abstract | ||
|---|---|---|
E-government is defined as an application of IT to government services and it is a global phenomenon and public servants around the world are adopting novel ways to leverage IT to better serve their constituents. In this paper, we proposed a g-CSI model that has two major contributions to overcome the weakness of the existing CSI models that not suitable for the e-government. First, the g-CSI model that measures customer satisfaction for government should have a difference in that for private sectors, and the e-government operates on the Internet environment. We suggest the g-CSI model for e-government suitable to the Internet environment. Next, using a feature weighting and a feature positioning, we can extract the improvement points to enhance the level of customer satisfaction. |
Year | DOI | Venue |
|---|---|---|
2005 | 10.1007/11545156_4 | EGOV |
Keywords | Field | DocType |
customer satisfaction level,g-csi model,global phenomenon,intelligent measuring,customer satisfaction,improvement point,major contribution,feature weighting,internet environment,feature positioning,government service,existing csi model,private sector | Information system,Customer relationship management,Customer retention,Customer satisfaction,Customer to customer,Computer science,Knowledge management,Customer advocacy,The Internet,Government | Conference |
Volume | ISSN | ISBN |
3591 | 0302-9743 | 3-540-28466-4 |
Citations | PageRank | References |
8 | 0.78 | 3 |
Authors | ||
3 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Tae Hyun Kim | 1 | 359 | 29.05 |
| Kwang Hyuk Im | 2 | 75 | 6.31 |
| Sang Chan Park | 3 | 481 | 42.12 |