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Metode De Evaluare A Calitatii Serviciilor Publice On-Line

Author

Listed:
  • Revisoara BADULESCU

    (Institutul National de Cercetare Dezvoltare In Informatica)

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.

Suggested Citation

  • Revisoara BADULESCU, 2008. "Metode De Evaluare A Calitatii Serviciilor Publice On-Line," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(8), pages 57-83, August.
    • Handle: RePEc:rom:terumm:v:3:y:2008:i:8:p:57-83
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    More about this item

    Keywords

    servicii publice; servicii electronice; metode de evaluare;
    All these keywords.

    JEL classification:

    • O38 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Government Policy
    • H70 - Public Economics - - State and Local Government; Intergovernmental Relations - - - General
    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

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