An Evaluation Framework for e-Government Services Based on Principles Laid Out in COBIT, the ISO 9000 Standard, and TAM

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Funilkul, Suree; Quirchmayr, Gerald; Chutimaskul, Wichian; Traunmüller, Roland
e-Government; e-Government service evaluation; Evaluation framework; Government services; Service component.
article description
The evaluation framework for e-Government services proposed in this paper is designed to be a comprehensive guidance. The framework, which is intentionally used to ensure that government services meet the settled objective and citizens’ needs, comprises of leading principles as stated in the Control Objectives for Information and related Technology (COBIT), and the ISO 9000 quality standard, which are then merged into the Technology Acceptance Model (TAM). The resulting framework is aimed at providing management with a direction to better achieve the quality goals of e-Government services and assure citizens about the quality of services provided by government organizations.