COBRA framework to evaluate e-government services: A citizen-centric perspective
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2014-04Author
Osman, I.H.Anouze, A.L.
Irani, Zahir
Al-Ayoubi, B.
Lee, Habin
Balci, A.
Medeni, T.D.
Weerakkody, Vishanth J.P.
Keyword
COBRAE-government service
Users' satisfaction
Structured equation modelling
Scale development
Performance measurement
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© 2014 Elsevier. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license (http://creativecommons.org/licenses/by-nc-nd/4.0/)Peer-Reviewed
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openAccess
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Show full item recordAbstract
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts.Version
Accepted manuscriptCitation
Osman IH, Anouze AL, Irani Z et al (2014) COBRA framework to evaluate e-government services: A citizen-centric perspective. Government Information Quarterly. 31(2): 243-256.Link to Version of Record
https://doi.org/10.1016/j.giq.2013.10.009Type
Articleae974a485f413a2113503eed53cd6c53
https://doi.org/10.1016/j.giq.2013.10.009