E-government evaluation: The use of design science approach to build and evaluate customer satisfaction theoretical framework

Abstract

To date, the literature on E-Government evaluation tends to stress on benchmarking and performance measurements of customer satisfactions with the use of quantitative rather than qualitative measurements. This paper seeks to address this problem by introducing a design science approach to build a new theoretical framework, namely, return on investment (ROI) vs return on relationship (ROR), as a qualitative evaluation tool, to evaluate E-Government services by classifying customer experiences into categories of customer satisfactions. Our results should help government to identify strategic focus areas that need attentions and allocation of funds.