{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T17:00:48Z","timestamp":1781110848298,"version":"3.54.1"},"reference-count":33,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2012,4,1]]},"abstract":"<p>This paper investigates the application of the Six Sigma approach to improve quality in electronic services (e-services) as more countries are adopting e-services as a means of providing services to their people through the Web. This paper presents a case study about the use of Six Sigma model to measure customer satisfaction and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 customers of Jordan\u2019s e-services is conducted and problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria: Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The study indicates a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service in a newly launched e-service programme, but also widen its scope in investigating other service dimensions and perform comparative studies in other developing countries.<\/p>","DOI":"10.4018\/jegr.2012040103","type":"journal-article","created":{"date-parts":[[2012,5,10]],"date-time":"2012-05-10T08:49:50Z","timestamp":1336639790000},"page":"57-74","source":"Crossref","is-referenced-by-count":13,"title":["Six Sigma Approach to Improve Quality in E-Services"],"prefix":"10.4018","volume":"8","author":[{"given":"Salah","family":"Alhyari","sequence":"first","affiliation":[{"name":"AlBalqa\u2019 Applied University, Jordan"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Moutaz","family":"Alazab","sequence":"additional","affiliation":[{"name":"Deakin University, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Sitalakshmi","family":"Venkatraman","sequence":"additional","affiliation":[{"name":"University of Ballarat, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Mamoun","family":"Alazab","sequence":"additional","affiliation":[{"name":"Australian National University, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ammar","family":"Alazab","sequence":"additional","affiliation":[{"name":"Deakin University, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jegr.2012040103-0","unstructured":"Abdolshah, M., & Yusuff, R. M. (2008). Fundamental elements for the successful performance of Six Sigma projects in service industries. Paper presented at the 11th Conference on Quality Management and Organizational Development Attaining Sustainability from Organizational Excellence to Sustainable Excellence, Helsingborg, Sweden."},{"issue":"3","key":"jegr.2012040103-1","first-page":"101","article-title":"Challenges to the Jordanian electronic government initiative. Journal of Business Systems","volume":"2","author":"A. M.Abu-Samaha","year":"2007","journal-title":"Governance and Ethics"},{"key":"jegr.2012040103-2","volume":"Vol. 4","author":"C. W.Adams","year":"2003","journal-title":"Six Sigma deployment"},{"key":"jegr.2012040103-3","doi-asserted-by":"crossref","unstructured":"Al-Ghanim, A. (2003). The impact of implementing quality management principles of IS09000 on business effectiveness: An applied study at Palestinian businesses. 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