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Erschienen in:
2005 | OriginalPaper | Buchkapitel
Intelligent Measuring and Improving Model for Customer Satisfaction Level in e-Government
verfasst von : Tae Hyun Kim, Kwang Hyuk Im, Sang Chan Park
Erschienen in: Electronic Government
Verlag: Springer Berlin Heidelberg
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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.