{"title":"Quality Evaluation of E-Government Services – The Case of Albania","authors":"R. Keco, Ilir Tomorri, Kejsi Tomorri","doi":"10.24193/tras.68e.2","DOIUrl":null,"url":null,"abstract":"\"Albania has passed a period of three decades in the shift from a centralized to a market economy. In this context, the public sector is confronted by structural changes at the institutional level and the extension and improvement of public services. Electronic services’ quality is a critical issue for the failure or success of e-government objectives. It promotes government efficiency and effectiveness, citizen engagement, and satisfaction. The trend to use electronic services in Albania is similarly driven by efforts to reduce public sector corruption, improve service performance, and reduce costs. The goal of this paper is to evaluate the citizen’s perception of the importance and the quality of e-services provision by the e-Albania gateway, as well as obstacles and challenges of the future. Based on the main types of services provided by the e-Albania platform, twelve indicators were considered. The survey took place in Albania (Tirana region), wherein 190 questionnaires are applied. The main reason for this selection is that Tirana is the largest region of the country, with about 50% of the population concentration and the highest number of users of the government electronic platform. The variables used are qualitative variables and were measured according to the Likert scale (1–5 estimation, from 1–strongly disagree to 5–strongly agree). Each of the main variables is explained and measured through the evaluation of three to five explanatory questions. Through the SPSS program, cluster analysis was used to evaluate the main variables. By analyzing the collected data, it turns out that there is an obvious increase in the number of public services offered, as well as the perception of citizens for the e-services provided by the government platform.\"","PeriodicalId":45832,"journal":{"name":"Transylvanian Review of Administrative Sciences","volume":" ","pages":""},"PeriodicalIF":1.0000,"publicationDate":"2023-02-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Transylvanian Review of Administrative Sciences","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.24193/tras.68e.2","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"PUBLIC ADMINISTRATION","Score":null,"Total":0}
引用次数: 0
Abstract
"Albania has passed a period of three decades in the shift from a centralized to a market economy. In this context, the public sector is confronted by structural changes at the institutional level and the extension and improvement of public services. Electronic services’ quality is a critical issue for the failure or success of e-government objectives. It promotes government efficiency and effectiveness, citizen engagement, and satisfaction. The trend to use electronic services in Albania is similarly driven by efforts to reduce public sector corruption, improve service performance, and reduce costs. The goal of this paper is to evaluate the citizen’s perception of the importance and the quality of e-services provision by the e-Albania gateway, as well as obstacles and challenges of the future. Based on the main types of services provided by the e-Albania platform, twelve indicators were considered. The survey took place in Albania (Tirana region), wherein 190 questionnaires are applied. The main reason for this selection is that Tirana is the largest region of the country, with about 50% of the population concentration and the highest number of users of the government electronic platform. The variables used are qualitative variables and were measured according to the Likert scale (1–5 estimation, from 1–strongly disagree to 5–strongly agree). Each of the main variables is explained and measured through the evaluation of three to five explanatory questions. Through the SPSS program, cluster analysis was used to evaluate the main variables. By analyzing the collected data, it turns out that there is an obvious increase in the number of public services offered, as well as the perception of citizens for the e-services provided by the government platform."
期刊介绍：
TRAS represents a collective effort initiated by an international group aimed at boosting the research in the field of public administration in a country where during the communist regime there was no tradition in this sense. TRAS represents a unique source of specialized analysis of the ex-communist space, of the transition processes to democracy, of the reform of public administration, and of comparative analysis of administrative systems. The general topic covered by the articles in the Review is administrative sciences. As a result of an interdisciplinary, modern approach, the articles cover the following specific themes: Public management, public policy, administrative law, public policy analysis, regional development, community development, public finances, urban planning, program evaluation in public administration, ethics, comparative administrative systems, etc. TRAS encourages the authors to submit articles that are based on empirical research. From the standpoint of the topic covered, TRAS is lined up with the trends followed by other international journals in the field of public administration. All articles submitted to the Transylvanian Review of Administrative Sciences have to present a clear connection to the field of administrative sciences and the research (both theoretical and empirical) should be conducted from this perspective. Interdisciplinary topics related to organizational theory, sustainable development and CSR, international relations, etc. can be considered for publication, however the research needs to address relevant issues from the perspective of the public sector. Articles which use highly specialized econometrics models as well as studies addressing macro-economic topics will not be considered for evaluation. The decision on whether a certain topic falls within the interest of TRAS belongs to the editors and it is not connected with the overall quality of the work submitted.
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