Automation of e-gov service quality measurement process
Renata Mekovec, R. Kelemen · 2012
In this paper we present development and usage of new instrument to assess quality of e-service provided by regional government's web site. We demonstrate the process of defining precise criteria for all measurements, as well as for all quality categories. Due to complexity of final scoring procedure proposed with new assessment instrument, an automate scoring tool that can be used is introduced.