Multiple measures of website effectiveness and their association with service quality in health and human service agencies

Eric W. Welch, Sanjay Pandey

Research output: Chapter in Book/Report/Conference proceedingConference contribution

16 Scopus citations

Abstract

Although many different measures of website effectiveness have been developed, few studies have rigorously compared and contrasted the measures. Based on the organizational effectiveness literature, this paper first develops a framework for categorizing different e-government measures and compares three different quantitative measures of effectiveness of websites in state health and human services agencies - one used by researchers and two attributable to managers. The paper then develops a model to analyze (1) the organizational and environmental factors that determine website effectiveness and (2) how website effectiveness contributes to overall service quality of the agency. Low correlations among the three website measures indicate that effectiveness is a multidimensional concept: effectiveness depends upon the referent and the analyst's perspective. Similarly, model results show that different effectiveness measures are determined by categorically different sets of independent variables. Moreover, results show that in some cases website effectiveness is negatively associated with service quality.

Original languageEnglish (US)
Title of host publicationProceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
DOIs
StatePublished - Dec 1 2007
Externally publishedYes
Event40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07 - Big Island, HI, United States
Duration: Jan 3 2007Jan 6 2007

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)1530-1605

Other

Other40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
CountryUnited States
CityBig Island, HI
Period1/3/071/6/07

    Fingerprint

ASJC Scopus subject areas

  • Engineering(all)

Cite this

Welch, E. W., & Pandey, S. (2007). Multiple measures of website effectiveness and their association with service quality in health and human service agencies. In Proceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07 [4076588] (Proceedings of the Annual Hawaii International Conference on System Sciences). https://doi.org/10.1109/HICSS.2007.392