Multiple Comparisons of the Influential Factors on the Quality of Government Information Systems
The satisfaction of users is important for the success of government information systems. According to a satisfaction survey of X city’s Road Excavation Management Information System with 221 valid questionnaires in 2023 in Taiwan, however, the rate of those who were dissatisfied and felt a lack of...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-02-01
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| Series: | Engineering Proceedings |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2673-4591/89/1/18 |
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| Summary: | The satisfaction of users is important for the success of government information systems. According to a satisfaction survey of X city’s Road Excavation Management Information System with 221 valid questionnaires in 2023 in Taiwan, however, the rate of those who were dissatisfied and felt a lack of systematical enhancement reached 20.81%. In this case, the reason for user dissatisfaction and the related aspects of user dissatisfaction must be discussed. Quality played an important role in influencing user satisfaction. Information, system, and service qualities have been ignored in the past. Yet, few studies have explored the application of these qualities to evaluate the context of government information systems. Government information systems in Taiwan have multiple stakeholders: the authorities concerned (i.e., government agencies), outsourcing contractors (i.e., IT vendors), and users (i.e., public infrastructure pipeline units). In this study, an e-service quality conceptual model and an information system success model were constructed to explore the differences in the quality of government information systems. We identified reasons for dissatisfaction. Using the Analytic Hierarchy Process, we analyzed the data of expert questionnaire surveys. The results showed that the authorities prioritized information quality, the outsourcing contractors prioritized system quality, and the public prioritized service quality. |
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| ISSN: | 2673-4591 |