An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction

Detalhes bibliográficos
Autor(a) principal: Damian, Ieda Pelógia Martins
Data de Publicação: 2013
Outros Autores: Merlo, Edgard Monforte
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Administração Pública
Texto Completo: https://periodicos.fgv.br/rap/article/view/9624
Resumo: The e-government websites (e-gov) have been much analyzed from the point of view of the technical aspects; there are few studies that evaluate the same from the point of view of the users of the services offered by these sites. This study proposed a model of analysis services sites e-gov evaluated the technique of content analysis of these identified sites and service levels of the attributes of the model. The main contributions of the study are: a critique of the weaknesses in key sites analyzed and a proposal of a comprehensive model that facilitates the orientation to meet the main dimensions to be considered, namely: efficiency, fulfillment, system availability, privacy, site and synergy. From the managerial point of view, the study contributed a model of easy application that may help identify the most important aspects of e-gov services.
id FGV-4_f806911a755e5eaeb8db2e63ac6e0dd8
oai_identifier_str oai:ojs.periodicos.fgv.br:article/9624
network_acronym_str FGV-4
network_name_str Revista de Administração Pública
repository_id_str
spelling An analysis of electronic government sites in Brazil from the perspective of service users and their satisfactionUn análisis de los sitios de gobierno electrónico en Brasil desde la perspectiva de los usuários del servicio y su satisfacciónUma análise dos sites de governos eletrônicos no Brasil sob a ótica dos usuários dos serviços e sua satisfaçãoelectronic governmentservicessatisfactionmodelsite.gobierno electrónicoserviciossatisfacciónmodelositio.governo eletrônicoserviçossatisfaçãomodelosite The e-government websites (e-gov) have been much analyzed from the point of view of the technical aspects; there are few studies that evaluate the same from the point of view of the users of the services offered by these sites. This study proposed a model of analysis services sites e-gov evaluated the technique of content analysis of these identified sites and service levels of the attributes of the model. The main contributions of the study are: a critique of the weaknesses in key sites analyzed and a proposal of a comprehensive model that facilitates the orientation to meet the main dimensions to be considered, namely: efficiency, fulfillment, system availability, privacy, site and synergy. From the managerial point of view, the study contributed a model of easy application that may help identify the most important aspects of e-gov services. Los sitios web de gobierno electrónico (e-gob) han sido muy analizada desde el punto de vista de los aspectos técnicos, hay pocos estudios que evalúan la misma desde el punto de vista de los usuarios de los servicios ofrecidos por estos sitios. Este estudio propone un modelo de análisis de los servicios de los sitios de e-gob evaluaron la técnica de análisis de contenido y los niveles de servicio de los atributos del modelo. Las principales aportaciones del estudio son: una crítica de las debilidades de los sitios clave analizados y una propuesta de un modelo integral que facilita la orientación a satisfacer las principales dimensiones a tener en cuenta, a saber: la eficiencia, la realización, la disponibilidad del sistema, la privacidad, sitio y la sinergia. Desde el punto de vista gerencial, el estudio aportó un modelo de fácil aplicación que puede ayudar a identificar los aspectos más importantes de los servicios de e-gob. Os sites de governo eletrônico (e-gov) têm sido muito analisados do ponto de vista dos aspectos técnicos, existindo poucos estudos que os avaliem do ponto de vista dos usuários dos serviços oferecidos por estes sites. Este estudo propôs um modelo de análise dos serviços de sites de e-gov avaliados com a técnica de análise de conteúdo e identificados os níveis de atendimento dos atributos do modelo. As principais contribuições do estudo são: uma crítica das deficiências verificadas nos principais sites analisados e uma proposição de um modelo abrangente que facilite a orientação para o atendimento das principais dimensões a serem analisadas, quais sejam: eficiência, realização, disponibilidade do sistema, privacidade, site e sinergia. Do ponto de vista gerencial, o estudo contribuiu com um modelo de fácil aplicação que pode auxiliar a identificar os aspectos mais importantes dos serviços de e-gov. Fundação Getulio Vargas (FGV EBAPE)2013-07-22info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/rap/article/view/9624Brazilian Journal of Public Administration; Vol. 47 No. 4 (2013); 877 a 900Revista de Administração Pública; Vol. 47 Núm. 4 (2013); 877 a 900Revista de Administração Pública; v. 47 n. 4 (2013); 877 a 9001982-31340034-7612reponame:Revista de Administração Públicainstname:Fundação Getulio Vargas (FGV)instacron:FGVporhttps://periodicos.fgv.br/rap/article/view/9624/8666Damian, Ieda Pelógia MartinsMerlo, Edgard Monforteinfo:eu-repo/semantics/openAccess2013-07-22T14:11:17Zoai:ojs.periodicos.fgv.br:article/9624Revistahttps://ebape.fgv.br/publicacoes/rapONGhttps://old.scielo.br/oai/scielo-oai.php||rap@fgv.br1982-31340034-7612opendoar:2013-07-22T14:11:17Revista de Administração Pública - Fundação Getulio Vargas (FGV)false
dc.title.none.fl_str_mv An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
Un análisis de los sitios de gobierno electrónico en Brasil desde la perspectiva de los usuários del servicio y su satisfacción
Uma análise dos sites de governos eletrônicos no Brasil sob a ótica dos usuários dos serviços e sua satisfação
title An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
spellingShingle An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
Damian, Ieda Pelógia Martins
electronic government
services
satisfaction
model
site.
gobierno electrónico
servicios
satisfacción
modelo
sitio.
governo eletrônico
serviços
satisfação
modelo
site
title_short An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
title_full An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
title_fullStr An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
title_full_unstemmed An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
title_sort An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction
author Damian, Ieda Pelógia Martins
author_facet Damian, Ieda Pelógia Martins
Merlo, Edgard Monforte
author_role author
author2 Merlo, Edgard Monforte
author2_role author
dc.contributor.author.fl_str_mv Damian, Ieda Pelógia Martins
Merlo, Edgard Monforte
dc.subject.por.fl_str_mv electronic government
services
satisfaction
model
site.
gobierno electrónico
servicios
satisfacción
modelo
sitio.
governo eletrônico
serviços
satisfação
modelo
site
topic electronic government
services
satisfaction
model
site.
gobierno electrónico
servicios
satisfacción
modelo
sitio.
governo eletrônico
serviços
satisfação
modelo
site
description The e-government websites (e-gov) have been much analyzed from the point of view of the technical aspects; there are few studies that evaluate the same from the point of view of the users of the services offered by these sites. This study proposed a model of analysis services sites e-gov evaluated the technique of content analysis of these identified sites and service levels of the attributes of the model. The main contributions of the study are: a critique of the weaknesses in key sites analyzed and a proposal of a comprehensive model that facilitates the orientation to meet the main dimensions to be considered, namely: efficiency, fulfillment, system availability, privacy, site and synergy. From the managerial point of view, the study contributed a model of easy application that may help identify the most important aspects of e-gov services.
publishDate 2013
dc.date.none.fl_str_mv 2013-07-22
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.fgv.br/rap/article/view/9624
url https://periodicos.fgv.br/rap/article/view/9624
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.fgv.br/rap/article/view/9624/8666
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Fundação Getulio Vargas (FGV EBAPE)
publisher.none.fl_str_mv Fundação Getulio Vargas (FGV EBAPE)
dc.source.none.fl_str_mv Brazilian Journal of Public Administration; Vol. 47 No. 4 (2013); 877 a 900
Revista de Administração Pública; Vol. 47 Núm. 4 (2013); 877 a 900
Revista de Administração Pública; v. 47 n. 4 (2013); 877 a 900
1982-3134
0034-7612
reponame:Revista de Administração Pública
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str Revista de Administração Pública
collection Revista de Administração Pública
repository.name.fl_str_mv Revista de Administração Pública - Fundação Getulio Vargas (FGV)
repository.mail.fl_str_mv ||rap@fgv.br
_version_ 1798943770138378240

Registros relacionados