METODE DE EVALUARE A CALITATII SERVICIILOR PUBLICE ON-LINE

In lucrarile de specialitate sunt evidentiate diferite modalitati de masurare si evaluare a calitatii serviciilor electronice. In scopul masurarii calitatii serviciilor electronice se pot aplica diferite abordari: interogarea utilizatorilor dupa finalizarea utilizarii efective a serviciului sau apelarea la experti in domeniu pentru evaluarea serviciilor. Prin aplicarea acestor metode se poate crea o imagine generala asupra atributelor importante ale calitatii serviciilor electronice, insa informatiile furnizate au un caracter limitat si nu acopera totdeauna ciclul complet al unei tranzactii on-line, iar masurile utilizate nu sunt validate. In acest context, prezentul articol prezinta principalele metode care pot fi utilizate pentru de masurarea si evaluarea calitatii serviciilor electronice on-line.servicii publice, servicii electronice, metode de evaluare

E-ServEval: a system for quality evaluation of the on-line public services

This paper describes the objectives, the general architecture and the components of the web-based system for quality evaluation of the on-line public services developed using the framework of the complex research project “System for quality evaluation of the on-line public services for citizens and business environment (e-ServEval)â€. The paper also presents the technological options regarding the design and development of the system, the functions of the components and the aspects regarding the interface between user and e-ServEval system. Finally, the stage of the project and the conclusions are presented.e-government, e-government services quality, quality evaluation

E-ServEval: a system for quality evaluation of the on-line public services

This paper describes the objectives, the general architecture and the components of the web-based system for quality evaluation of the on-line public services developed using the framework of the complex research project “System for quality evaluation of the on-line public services for citizens and business environment (e-ServEval)â€Â. The paper also presents the technological options regarding the design and development of the system, the functions of the components and the aspects regarding the interface between user and e-ServEval system. Finally, the stage of the project and the conclusions are presented