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Metode De Evaluare A Calitatii Serviciilor Publice On-Line

Listed author(s):
  • Revisoara BADULESCU


    (Institutul National de Cercetare Dezvoltare In Informatica)

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    In lucrarile de specialitate sunt evidentiate diferite modalitati de masurare si evaluare a calitatii serviciilor electronice. In scopul masurarii calitatii serviciilor electronice se pot aplica diferite abordari: interogarea utilizatorilor dupa finalizarea utilizarii efective a serviciului sau apelarea la experti in domeniu pentru evaluarea serviciilor. Prin aplicarea acestor metode se poate crea o imagine generala asupra atributelor importante ale calitatii serviciilor electronice, insa informatiile furnizate au un caracter limitat si nu acopera totdeauna ciclul complet al unei tranzactii on-line, iar masurile utilizate nu sunt validate. In acest context, prezentul articol prezinta principalele metode care pot fi utilizate pentru de masurarea si evaluarea calitatii serviciilor electronice on-line.

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    Article provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Theoretical and Empirical Researches in Urban Management.

    Volume (Year): 3 (2008)
    Issue (Month): 8 (August)
    Pages: 57-83

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    Handle: RePEc:rom:terumm:v:3:y:2008:i:8:p:57-83
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