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Journal ArticleDOI

E-Governance for Improved Public Service Delivery in Fiji

10 Sep 2009-Journal of Service Science and Management (Scientific Research Publishing)-Vol. 02, Iss: 3, pp 190-203
TL;DR: In this paper, the role of e-governance in improving service delivery by altering the principal-agent relationship is discussed and a survey is presented that seeks to test the role and benefits of egovernance.
Abstract: Using ICT in the form of e-governance could yield great benefits in the reform and modernization of the public sector. The experience of e-governance in a number of developed and developing countries has shown that ICT can be a tool for greater service delivery with the goal of improving service quality. E-governance can also promote ‘good govern-ance’, that is, greater civic engagement can increase opportunities for direct representation and voice, and support for increased democracy. This paper discusses and presents the survey findings that seek to test the role of e-governance in improving service delivery by altering the principal-agent relationship. It further seeks to elucidate the quality aspects of public service. Policy recommendations to achieve the benefits of e-governance in Fiji are presented. Strong leadership is required to implement e-governance to capture and internalize the benefits of quality services and satisfied customers.

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Citations
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Posted Content
TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

9,241 citations

Journal ArticleDOI
TL;DR: In this article, the authors investigated public sector reform (PSR) initiatives in Kazakhstan, and how such reform efforts have helped the government to be more responsive to the needs and demands of the citizens.
Abstract: Purpose – This paper aims to investigate public sector reform (PSR) initiatives in Kazakhstan, and how such reform efforts have helped the government to be more responsive to the needs and demands of the citizensDesign/methodology/approach – The paper examined four key PSR initiatives: decentralization, Civil Service reform, e‐governance, and civil society in improving governance in post‐Soviet KazakhstanFindings – In light of Kazakhstan government's efforts to reform the public sector, the study finds that substantial progress has been made in improving its service delivery systems and enhancing good governanceResearch limitations/implications – The study is an investigation of four out of several PSR initiatives aimed at improving good governanceOriginality/value – The study provides insights into how aspects of PSR can be fundamentally useful in promoting good governance

67 citations

Book
01 Jan 2004
TL;DR: In this paper, where legally possible, offerings will go to these projects; otherwise special arrangement will be made with the General Conference for distribution of funds based on the laws of the countries where these offerings are collected.
Abstract: Where legally possible, offerings will go to these projects; otherwise special arrangement will be made with the General Conference for distribution of funds based on the laws of the countries where these offerings are collected.

42 citations

Journal ArticleDOI
TL;DR: In this paper, the authors adopt a quantitative research approach for the evaluation of eGovernment services that is based on data envelope analysis (DEA), and a survey was conducted for the empirical investigation and data were collected from 13 egovernment services in Turkey.
Abstract: Purpose – Evaluating and optimizing e‐government services is imperative for governments especially due to the capacity of e‐services to transform public administrations and assist the interactions of governments with citizens, businesses and other government agencies. Existing widely applied evaluation approaches neglect to incorporate citizens' satisfaction measures. The purpose of this paper is twofold: to contribute to the understanding of citizen‐centric e‐government evaluation and unify existing key performance indicators (KPIs); and to propose a reference process model of a novel evaluation approach that uses the unified KPIs to facilitate the creation of a “know‐how” repository.Design/methodology/approach – The authors adopt a quantitative research approach for the evaluation of e‐government services that is based on data envelope analysis (DEA). A survey was conducted for the empirical investigation and data were collected from 13 e‐government services in Turkey. Based on the empirical application...

21 citations

Book
07 Apr 2017
TL;DR: In this paper, the authors present a Table of Contents (table of contents) and a List of TABBLABLES (list of ABBREVIATIONS) for each chapter.
Abstract: .................................................................................................................. ii DEDICATION .............................................................................................................. iv ACKNOWLEDGEMENT ............................................................................................. v TABLE OF CONTENTS .............................................................................................. vi LIST OF TABLES ....................................................................................................... xii LIST OF ABBREVIATIONS ..................................................................................... xiii CHAPTER ONE ............................................................................................................

9 citations

References
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Journal Article
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.

21,693 citations


"E-Governance for Improved Public Se..." refers background in this paper

  • ...[90,102, 103,104] have raised considerable interest among the academics and researchers on the subject of service quality....

    [...]

  • ...Service quality has been suggested as a means of developing a competitive advantage [87,88,89,90], however, previously service quality was confined to private services but in the past few years it has become apparent in the public sector [91,92]....

    [...]

Journal ArticleDOI
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

16,185 citations


"E-Governance for Improved Public Se..." refers background in this paper

  • ...[90,102, 103,104] have raised considerable interest among the academics and researchers on the subject of service quality....

    [...]

Journal ArticleDOI
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Abstract: The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A literature review s...

9,593 citations

Posted Content
TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

9,241 citations


"E-Governance for Improved Public Se..." refers background in this paper

  • ...The work of early researchers like Crosby [97], Deming [98], Juran [99], Gronroos [100,101] and Parasuraman et al....

    [...]

  • ...The work of early researchers like Crosby [97], Deming [98], Juran [99], Gronroos [100,101] and Parasuraman et al. [90,102, 103,104] have raised considerable interest among the academics and researchers on the subject of service quality....

    [...]

  • ...[98] W. E. Deming, “Out of the crisis,” MIT Center for Advanced Engineering Study, Cambridge, Mass, 1986....

    [...]

Book
02 Feb 1982
TL;DR: Deming's theory of management based on the 14 Points for Management as discussed by the authors was used in the Out of the Crisis, originally published in 1982, to explain the principles of management transformation and how to apply them.
Abstract: Deming offers a theory of management based on his famous 14 Points for Management. "Long-term commitment to new learning and new philosophy is required of any management that seeks transformation. The timid and the fainthearted, and the people that expect quick results, are doomed to disappointment." According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them. Previously published by MIT-CAES

7,794 citations