Romanian Journal of Information Technology and Automatic Control / Vol. 18, No. 2, 2008

ASPECTE METODOLOGICE PRIVIND DEZVOLTAREA MODELULUI DE MĂSURARE A CALITĂȚII SERVICIILOR PUBLICE ON-LINE (E-SERVEVAL)

Abstract:

This paper presents methodological elements used to develop the quality measurement model for on-line public services (e-ServEval). The model is created under the framework of the complex research project "System for quality evaluation of the on­ line public services for cili=ens and business environment (e-ServEval) ". The paper also presents the methodology for development and validation of the model. The accent is placed on the methodological elements, with regards to the specification of the construct for measurement and identification of the specific dimensions, the design and elaboration of the data collection tools.

Keywords:
online public services, quality of services (QoS), measurement and evaluation, development of measurement tools.

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CITE THIS PAPER AS:
"ASPECTE METODOLOGICE PRIVIND DEZVOLTAREA MODELULUI DE MĂSURARE A CALITĂȚII SERVICIILOR PUBLICE ON-LINE (E-SERVEVAL)", Romanian Journal of Information Technology and Automatic Control, ISSN 1220-1758, vol. 18(2), pp. 15-30, 2008.