{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,9]],"date-time":"2025-10-09T21:02:51Z","timestamp":1760043771648},"publisher-location":"Berlin, Heidelberg","reference-count":23,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783540376866"},{"type":"electronic","value":"9783540376873"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006]]},"DOI":"10.1007\/11823100_12","type":"book-chapter","created":{"date-parts":[[2006,9,18]],"date-time":"2006-09-18T15:39:44Z","timestamp":1158593984000},"page":"128-138","source":"Crossref","is-referenced-by-count":49,"title":["A Review of Quality Dimensions in e-Government Services"],"prefix":"10.1007","author":[{"given":"Xenia","family":"Papadomichelaki","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Babis","family":"Magoutas","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Christos","family":"Halaris","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Dimitris","family":"Apostolou","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Gregoris","family":"Mentzas","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"12_CR1","unstructured":"American Customer Satisfaction Index. The American Customer Satisfaction index - the voice of the nation\u2019s consumer (2006), \n                    \n                      http:\/\/www.theacsi.org\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR2","unstructured":"Anbazhagan, M., Nagarajan, A.: Understanding quality of service for web services (2002), IBM Developerworks Web site: \n                    \n                      http:\/\/www-128.ibm.com\/developerworks\/library\/ws-quality.html\n                    \n                    \n                   (Retrieved January 10, 2006)"},{"key":"12_CR3","unstructured":"Baldrige National Quality Program. Criteria for Performance Excellence (2006), from Baldrige National Quality Program Web site , \n                    \n                      http:\/\/www.quality.nist.gov\/\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR4","unstructured":"CAF Resource Center. Common assessment framework - CAF (2006), from COMMON ASSESSMENT FRAMEWORK Web site: \n                    \n                      http:\/\/www.eipa.nl\/CAF\/CAFmenu.htm\n                    \n                    \n                   (Retrieved January 5, 2006)"},{"key":"12_CR5","unstructured":"Cappiello, C., Missier, P., Pernici, B., Plebani, P., Batini, C.: Qos in multichannel IS: the mais approch (2004), \n                    \n                      http:\/\/www.elet.polimi.it\/conferences\/wq04\/final\/paper05.pdf\n                    \n                    \n                   (Retrieved January 17, 2006)"},{"key":"12_CR6","unstructured":"Cardoso, J., Sheth, A., Miller, J., Arnold, J., Kochut, K.: Modeling quality of service for workflows and web service processes. Journal of Web Semantics (2002), \n                    \n                      http:\/\/lsdis.cs.uga.edu\/lib\/download\/CSM+QoSWebSemantics.pdf\n                    \n                    \n                   (Retrieved February 06, 2006)"},{"key":"12_CR7","doi-asserted-by":"crossref","unstructured":"Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly\u00a013 (1989), \n                    \n                      http:\/\/www.cba.hawaii.edu\/chismar\/ITM704\/Davis-TAM1989.pdf\n                    \n                    \n                   (Retrieved March 10, 2006)","DOI":"10.2307\/249008"},{"key":"12_CR8","unstructured":"eGovernment Unit, DG Information Society, European Commission, Top of the web: user satisfaction and usage survey of egovernment services (2004), from Europe\u2019s Information Society Thematic Portal Web site: \n                    \n                      http:\/\/europa.eu.int\/information_society\/activities\/egovernment_research\/doc\/top_of_the_web_report_2004.pdf\n                    \n                    \n                   (Retrieved January 18, 2004))"},{"key":"12_CR9","unstructured":"European Public Administration Network. The EPAN contribution to the success of the Lisbon strategy (2005), from European Public Administration Network Web Site: \n                    \n                      http:\/\/www.eupan.org\/cms\/repository\/document\/14_LisbonAdHocGroup_TheEPANcontributionToLisbon.pdf\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR10","unstructured":"ISO. Quality management principles (2006) , from International Organisazion for Standardization Web site: \n                    \n                      http:\/\/www.iso.org\/iso\/en\/iso9000-14000\/understand\/qmp.html\n                    \n                    \n                   (Retrieved January 19, 2006)"},{"key":"12_CR11","unstructured":"Jansen, A., lnes, S.: Quality assessment and benchmarking of Norwegian public web sites. In: Proceeding from European Conference on e-government (2004), \n                    \n                      http:\/\/www.afin.uio.no\/english\/research\/arild\/QualityAssessment.pdf\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR12","unstructured":"Kaplan, R.S., Norton, D.P.: The balanced scorecard: measures that drive performance. Harvard Business Review (1992)"},{"key":"12_CR13","doi-asserted-by":"publisher","first-page":"38","DOI":"10.1007\/11545156_4","volume-title":"Electronic Government","author":"T.H. Kim","year":"2005","unstructured":"Kim, T.H., Im, K.H., Park, S.-C.: Intelligent measuring and improving model for customer satisfaction level in e-government. In: Wimmer, M.A., Traunm\u00fcller, R., Gr\u00f6nlund, \u00c5., Andersen, K.V. (eds.) EGOV 2005, vol.\u00a03591, pp. 38\u201348. Springer, Heidelberg (2005), \n                    \n                      http:\/\/www.springerlink.com\/index\/2L3470XQW507C8DP.pdf"},{"key":"12_CR14","unstructured":"Lin, C.S., Wu, S.: Exploring the Impact of Online Service Quality on Portal Site Usage. In: Proceeding of the 35 th Hawaii International Conference on Systems Science, Hawaii, USA (2002), \n                    \n                      http:\/\/doi.ieeecomputersociety.org\/10.1109\/HICSS.2002.994223\n                    \n                    \n                   (Retrieved January 10, 2006)"},{"key":"12_CR15","unstructured":"Motorola University. The inventors of six sigma (2006a), from Motorola University Web site: \n                    \n                      http:\/\/www.motorola.com\/content\/0,,3079,00.html\n                    \n                    \n                  (Retrieved February 10, 2006)"},{"key":"12_CR16","unstructured":"Motorola University. What is Six Sigma (2006b), from Motorola University Web site: \n                    \n                      http:\/\/www.motorola.com\/content\/0,,3088,00.html\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR17","unstructured":"Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL: a multipleitem scale for measuring consumer perceptions of service quality. Journal of Retailing\u00a064 (1988)"},{"key":"12_CR18","unstructured":"Process Quality Associates Inc. How does six sigma work (2001), from Process Quality Associates Web site: \n                    \n                      http:\/\/www.pqa.net\/Prod-Services\/sixsigma\/W06002001.html\n                    \n                    \n                   (Retrieved March 10, 2006)"},{"key":"12_CR19","unstructured":"Sukasame, N.: The development of e-service in thai government. BU Academic Review\u00a03 (2004), \n                    \n                      http:\/\/www.bu.ac.th\/knowledgecenter\/epaper\/jan_june2004\/nittana.pdf\n                    \n                    \n                   (Retrieved January 14, 2006)"},{"key":"12_CR20","unstructured":"Sumra, R., Arulazi, D.: Quality of Service for Web Services- Demystification, Limitations, and Best Practices (2003), from Web Services Articles, Tutorials, Discussions, News and other Resources Web site: \n                    \n                      http:\/\/www.developer.com\/services\/article.php\/2027911\n                    \n                    \n                   (Retrieved February 10, 2006)"},{"key":"12_CR21","doi-asserted-by":"crossref","unstructured":"Wang, R.Y., Strong, D.: Beyond Accuracy: What Data Quality Means to Data Consumers. Journal of Management Information Systems\u00a012 (1996)","DOI":"10.1080\/07421222.1996.11518099"},{"key":"12_CR22","doi-asserted-by":"crossref","unstructured":"Webb, H.W., Webb, L.A.: Sitequal: an integrated measure of web site quality. Journal of Enterprise Information Management\u00a017 (2004)","DOI":"10.1108\/17410390410566724"},{"key":"12_CR23","doi-asserted-by":"crossref","unstructured":"Yang, Z., Cai, S., Zhou, Z., Zhou, N.: Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information and Management\u00a042 (2005), \n                    \n                      http:\/\/www.sciencedirect.com\n                    \n                    \n                   (Retrieved February 10, 2006)","DOI":"10.1016\/S0378-7206(04)00073-4"}],"container-title":["Lecture Notes in Computer Science","Electronic Government"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/11823100_12.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,4,27]],"date-time":"2021-04-27T07:31:03Z","timestamp":1619508663000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/11823100_12"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2006]]},"ISBN":["9783540376866","9783540376873"],"references-count":23,"URL":"https:\/\/doi.org\/10.1007\/11823100_12","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2006]]}}}