In the paper “Evaluating Citizens’ satisfaction about public online services. A methodological approach” (Note 1), the experimental methodological approach used to identify a set of transversal meaningful dimensions and quality drivers was discussed. Indeed, the aim of the research project, that is being carried out by CNIPA in cooperation with the University Roma Tre, is to define a model that will be able to compare information during time and space, in order to measure citizens’ satisfaction about the online services for all public administrations. The tool chosen to measure citizens’ satisfaction is a questionnaire. In detail, Note 1 dealt with the approach by a set of dimension and quality drivers relevant to monitor citizens’ satisfaction were identified. This set has shown itself to be constituted by cross-factors that can be used to measure satisfaction for different central public administrations. So, a first set of seven dimensions and thirty-six quality drivers was defined and this set was shared with the purchaser (CNIPA).

Guglielmetti, R., Musella, F., Renzi, M.F., Vicard, P. (2008). EVALUATING CITIZENS’ SATISFACTION ABOUT PUBLIC ONLINE SERVICES. Note 2. The questionnaire reliability and validation. In Proceedings of the 11th Toulon-Verona International Conference on Quality in Services, Higher Education, Health Care, Local Government, Tourism, Banking (pp.334-344). Firenze : Firenze University Press.

EVALUATING CITIZENS’ SATISFACTION ABOUT PUBLIC ONLINE SERVICES. Note 2. The questionnaire reliability and validation

RENZI, Maria Francesca;VICARD, Paola
2008-01-01

Abstract

In the paper “Evaluating Citizens’ satisfaction about public online services. A methodological approach” (Note 1), the experimental methodological approach used to identify a set of transversal meaningful dimensions and quality drivers was discussed. Indeed, the aim of the research project, that is being carried out by CNIPA in cooperation with the University Roma Tre, is to define a model that will be able to compare information during time and space, in order to measure citizens’ satisfaction about the online services for all public administrations. The tool chosen to measure citizens’ satisfaction is a questionnaire. In detail, Note 1 dealt with the approach by a set of dimension and quality drivers relevant to monitor citizens’ satisfaction were identified. This set has shown itself to be constituted by cross-factors that can be used to measure satisfaction for different central public administrations. So, a first set of seven dimensions and thirty-six quality drivers was defined and this set was shared with the purchaser (CNIPA).
978-88-8453-855-0
Guglielmetti, R., Musella, F., Renzi, M.F., Vicard, P. (2008). EVALUATING CITIZENS’ SATISFACTION ABOUT PUBLIC ONLINE SERVICES. Note 2. The questionnaire reliability and validation. In Proceedings of the 11th Toulon-Verona International Conference on Quality in Services, Higher Education, Health Care, Local Government, Tourism, Banking (pp.334-344). Firenze : Firenze University Press.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11590/168517
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