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Kvalitet inom kommunala e-tjänster: Att mäta och följa upp tjänstekvalitet i offentlig sektor
University of Skövde, School of Informatics.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 15 credits / 22,5 HE creditsStudent thesisAlternative title
Quality within e-governance : To measure and follow up service quality in the public sector (English)
Abstract [sv]

Sverige ligger ofta i framkant när det gäller digital utveckling och offentliga e-tjänster. Myndigheterna har höga krav på sig att hänga med i teknikens framfart, men hur är det med kommunerna? Ju fler e-tjänster en organisation erbjuder, ju svårare kan det vara att faktiskt ha en jämn och bra kvalitet.Den här studien har besvarat frågeställningen ”Hur kan kvalitet och upplevelser med offentliga e-tjänster mätas och följas upp?”. Detta arbete består av en bakgrundsanalys över dagens läge gällande kommunala e-tjänster i Sverige samt olika metoder för att mäta tjänstekvalitet för onlinetjänster. Det finns flera olika tekniker för att mäta kvalitet och dessa jämfördes ur olika aspekter. Därefter genomfördes en fallstudie för att testa den valda metoden, E-govQual, i ett par kommunala e-tjänster. Fallstudien gjordes i samarbete med Skövde Kommun och är till för att skapa ett bra underlag till andra kommuner och offentliga organisationer.

Abstract [en]

Sweden is often in the lead of digital development and e-governance. Nowadays, it is easy to do tax reports, dental appointments, looking for work and also to report a crime without even looking up from the mobile phone. The government have high demands on themselves to keep up with technological progress, but what about the municipalities? It turned out that Sweden's 290 municipalities have a wide variation in the number of e-services offered to citizens, some missing e-services totally while others have well over 100 of them.E-services creates many advantages for the municipalities. Some benefits are better response times, less paper work and citizens can access the website 24 hours per day. Meanwhile, the municipality have high requirements from the citizens. They want good services with the right functions and good user interface. The more e-services the organization provides, the harder it can be to actually have a steady and good quality.This study has answered the question "How can the quality and experiences with public e services be measured and tested?". This article consists of a background analysis of the current situation regarding municipal e-services in Sweden, as well as different methods to measure the quality of service for online services. There are several different techniques to measure quality with and these were compared from various aspects. This was followed by a case study to test the chosen method, E-govQual, in a few e-services. The case study was done in collaboration with Skövde Kommun and is designed to create a good basis to other municipalities and public organizations. The study consisted of interviews and observations of citizens in the municipality and the result of the technology E-govQual was a good fit for the purpose. The technique mentions important attributes that users can have opinions about, opinions that often shows if the service does not live up to the expectations that exist.

Place, publisher, year, edition, pages
2017. , 30 p.
Keyword [en]
E-service, e-government, Servqual, E-govQual, COBRA
Keyword [sv]
Kommunala e-tjänster, tjänstekvalitet, ramverk, mäta kvalitet
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:his:diva-13890OAI: oai:DiVA.org:his-13890DiVA: diva2:1118755
External cooperation
Skövde Kommun
Subject / course
Information Systems Development
Educational program
Information Systems - Enterpise Information Management
Supervisors
Examiners
Available from: 2017-09-20 Created: 2017-07-02 Last updated: 2017-09-20Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
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  • Other style
More styles
Language
  • de-DE
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  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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