Abstract
This paper presents a quality ontology that formalizes all the needed knowledge for the realization of a multi-perspective and adaptive evaluation of e-government services. Different perspectives are taken into account and the mappings between them are defined using the presented ontology, enabling a comprehensive and holistic view of quality. Based on the quality ontology presented, the evaluation can be organized in a way to serve every citizen individually, increasing the efficiency of e-government services’ evaluation. The quality ontology can form the basis for the future construction of an ontology-based system which implements the customized and multi-perspective assessment of public e-services.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Cap Gemini: Online Availability of Public Services: How is Europe Progressing? Web- based Survey on Electronic Public Services, Report of the 6th Measurement (2006)
Cappiello, C., Missier, P., Pernici, B., Plebani, P., Batini, C.: Qos in multichannel IS: the mais approach. In: WQ 2004. Proceedings of the International Workshop on Web Quality, Munich, Germany (2004)
Cardoso, J., Sheth, A., Miller, J., Arnold, J., Kochut, K.: Modeling quality of service for workflows and web service processes. Journal of Web Semantics (2002)
Corradini, F., Angelis, F., Polzonetti, A., Re, B., Brugnoni, E.: e-GovQoS: an Ontology for Quality of e-Government Services. In: Wimmer, M.A., Scholl, H.J., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2006. LNCS, vol. 4084, pp. 171–178. Springer, Heidelberg (2006)
Deming, W.E.: Out of the crisis. Cambridge University Press, Melbourne (1986)
Dobson, G., Lock, R., Sommerville, I.: Qosont: a QoS ontology for service-centric systems. In: EUROMICRO-SEAA 2005 (2005)
eGovernment Unit, DG Information Society, European Commission: Top of the web: user satisfaction and usage survey of egovernment services (2004)
FIT Project consortium: Deliverable D2, framework for self-adaptive e-government, FIT IST Project 2006 – 27090 (2006)
Gangemi, A., Guarino, N., Masolo, C., Oltramari, A.: Sweetening wordnet with DOLCE. AI Magazine 24(3), 13–24 (2003)
Ishikawa, K.: What Is Total Quality Control? The Japanese Way. Prentice-Hall, Englewood Cliffs (1991)
Juran, J.M.: The Upcoming Century of Quality. Quality Progress, 29–37 (August 1994)
King, J.: 360° appraisal. BMJ 324, 195–196 (2002)
Molla, A., Licker, P.S.: E-Commerce Systems Success: An Attempt to Extend and Respecify the Delone and MaClean Model of IS Success. Journal of Electronic Commerce Research 2(4), 131–141 (2001)
Niles, I., Pease, A.: Towards a standard upper ontology. In: FOIS-2001. The 2nd International Conference on Formal Ontology in Information Systems, Ogunquit, Maine (2001)
Papadomichelaki, X., Magoutas, B., Halaris, C., Apostolou, D., Mentzas, G.N.: A Review of Quality Dimensions in E-government Services. In: Wimmer, M.A., Scholl, H.J., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2006. LNCS, vol. 4084, pp. 128–138. Springer, Heidelberg (2006)
Parasuraman, A., Zeithaml, V.A., Berry, L.: SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1988)
Protégé, http://protege.stanford.edu
RacerPro (2006), available at http://www.racer-systems.com/
Shewhart, W.A.: Economic control of quality of manufactured product, Van Nostrand (1980)
Walrad, C., Moss, E.: Measurement: the key to application development quality. IBM Systems Journal 32(3), 445–460 (1993)
Author information
Authors and Affiliations
Editor information
Rights and permissions
Copyright information
© 2007 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Magoutas, B., Halaris, C., Mentzas, G. (2007). An Ontology for the Multi-perspective Evaluation of Quality in E-Government Services. In: Wimmer, M.A., Scholl, J., Grönlund, Å. (eds) Electronic Government. EGOV 2007. Lecture Notes in Computer Science, vol 4656. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-74444-3_27
Download citation
DOI: https://doi.org/10.1007/978-3-540-74444-3_27
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-74443-6
Online ISBN: 978-3-540-74444-3
eBook Packages: Computer ScienceComputer Science (R0)