METODE DE EVALUARE A CALITATII SERVICIILOR PUBLICE ON-LINE

Revisoara Badulescu ()
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Revisoara Badulescu: Institutul National de Cercetare Dezvoltare In Informatica

Theoretical and Empirical Researches in Urban Management, 2008, vol. 3, issue 8, 57-83

Abstract: 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.

Keywords: servicii publice; servicii electronice; metode de evaluare (search for similar items in EconPapers)
JEL-codes: H70 H83 O38 (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:rom:terumm:v:3:y:2008:i:8:p:57-83

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