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E-Government Services Using Customer Index Knowledge

  • Conference paper
Electronic Government and the Information Systems Perspective (EGOVIS 2010)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 6267))

Abstract

Public sectors have tried to improve service quality for their customers. However, there are still several hurdles in the execution of customer-oriented service production and delivery by the public sectors. On this account, most public sectors thus far have made little progress in making themselves more customer-friendly, when compared with private sectors. The business environment surrounding public sectors has been rapidly changing, such as private sectors rushing into competition, customers demanding their rights, and the self-consciousness of public sectors paying attention to a customer-driven mind. To cope with these challenges, this study suggests a framework of developing knowledge-intensive services based on customer indexes (KISCI) in the e-government scheme, which combines panel information and marketing research information to improve the service quality of public sectors toward citizens. The framework, KISCI, is applied to one of the public sectors and the results are enumerated.

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Author information

Authors and Affiliations

  1. School of Business Administration, Kyungpook National University, 1370 Sangyeok-dong, Buk-gu, Daegu, 702-701, Korea

    Sung Ho Ha

  2. Technology Policy Research Center, Korea Industrial Technology Foundation, Seoul, Korea

    Min Jung Lee

Authors
  1. Sung Ho Ha
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  2. Min Jung Lee
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Editor information

Editors and Affiliations

  1. Center for Applied ICT (CAICT) and Copenhagen Business School (CBS), Howitzvej 60, 2000, Frederiksberg, Denmark

    Kim Normann Andersen

  2. Institute of Legal Information, Theory and Techniques, ITTIG-CNR, Via dei Barucci 20, 50127, Florence, Italy

    Enrico Francesconi

  3. ESI/Informatics, Örebro University, 701 82, Örebro, Sweden

    Åke Grönlund

  4. Faculty of Law, Leibniz Center for Law, University of Amsterdam, P.O.Box 1030, 1000, Amsterdam, BA, The Netherlands

    Tom M. van Engers

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© 2010 Springer-Verlag Berlin Heidelberg

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Ha, S.H., Lee, M.J. (2010). E-Government Services Using Customer Index Knowledge. In: Andersen, K.N., Francesconi, E., Grönlund, Å., van Engers, T.M. (eds) Electronic Government and the Information Systems Perspective. EGOVIS 2010. Lecture Notes in Computer Science, vol 6267. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-15172-9_18

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  • DOI: https://doi.org/10.1007/978-3-642-15172-9_18

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-15171-2

  • Online ISBN: 978-3-642-15172-9

  • eBook Packages: Computer ScienceComputer Science (R0)

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