La perception de la qualité des services e-gouvernementaux: vers des interfaces adaptatives prenant en compte des typologies d'utilisateurs

Abstract

E-government services are actually a major stake for public administrations. However, regarding perceived quality, no models, neither measurement scales are specifically developed for them. A literature review, from a critical point of view, leads to the conclusion that actual perceived quality models are not taking enough into account end-users. This is mainly related to the methodology approaches used for their definition. In order to overcome theses weaknesses, we propose a methodology which aims at developing a measurement scale through an ergonomic approach. This measurement scale will lead to the identification of a perceived quality meta-model which could be instantiated to several sub-models according to users' profile. Finally, we put forward application perspectives to adaptive interfaces design.