Service Delivery Through E-Governance: Perception and Expectation of Customers in Fiji and PNG

被引：0
|
作者：
Singh G. [1 ]
Pathak R.D. [1 ]
Naz R. [1 ]
机构：
[1] School of Management and Public Administration, Faculty of Business and Economics, The University of the South Pacific, Suva, Private Mail Bag, Laucala Bay Campus
来源：
Public Organization Review | 2011年 / 11卷 / 4期
关键词：
Customer service; E-governance; Fiji; PNG; Public service delivery;
D O I：
10.1007/s11115-010-0135-2
中图分类号：
学科分类号：
摘要：
Empirical studies on e-governance are replete with evidences highlighting its potential for improving service delivery. This study was conducted in PNG and Fiji using structured questionnaires distributed to different groups of respondents. The results indicate that e-governance has the potential to improve Public Service Delivery. It is also confirmed through the findings in this research that the expectations of citizens from public services are quite high, but experience has often been negative i. e. there is a huge variance in the perception and expectation of normal citizens in PNG (Papua New Guinea) and Fiji regarding service delivery, quality of services. © 2010 Springer Science+Business Media, LLC.
引用
收藏
页码：371 / 384
页数：13
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