Title

A DESIGN SCIENCE APPROACH TO BUILD AND EVALUATE CUSTOMER SATISFACTION THEORETICAL FRAMEWORK

Abstract

In E-Government research, there is a growing literature on E-Government best practices and implementation cases. However, research is needed to address how E-Government service is being evaluated. In the literatures reviews, there is a range of quantitative evaluation tools that can be used to assess E-Government services, but there is lack of qualitative evaluation tools. This paper seeks to address this problem and it uses design science approach to build a qualitative return on investment (ROI) vs return on relationship (ROR) matrix, a customer satisfaction theoretical framework, to evaluate E-Government services by classifying customer experiences into categories of customer satisfactions. Logical scenario building approach is used to evaluate the theoretical framework. Drawing on recent research on customer relationship management in E-Government developments, customer satisfaction evaluation tools, and the author own research experience, this paper discusses the need for a qualitative evaluation tool to evaluate the quality of E-Government services. This design science approach is expected to reveal insights that can help researchers to build and evaluate a theoretical framework, and demonstrate how the new theoretical framework can be used to assess E-Government services.

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