TY - GEN
T1 - Multiple measures of website effectiveness and their association with service quality in health and human service agencies
AU - Welch, Eric W.
AU - Pandey, Sanjay
PY - 2007
Y1 - 2007
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=39749169655&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=39749169655&partnerID=8YFLogxK
U2 - 10.1109/HICSS.2007.392
DO - 10.1109/HICSS.2007.392
M3 - Conference contribution
AN - SCOPUS:39749169655
SN - 0769527558
SN - 9780769527550
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
BT - Proceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
T2 - 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
Y2 - 3 January 2007 through 6 January 2007
ER -