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Creating a usable and customer-oriented e-government website: A case study : Identifying the wishes and needs of customers through usability tests

Tromer, R.B. (2019) Creating a usable and customer-oriented e-government website: A case study : Identifying the wishes and needs of customers through usability tests.

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Abstract:Public organizations have been digitizing their public service delivery in order to fulfill the needs of citizens wanting fast and efficient service. Besides, the digital services save time and money for the organizations. These online services are also called e-Government. However, the optimization of the public websites is not as well explored as the websites in the private sector. That is why this research aims to investigate how to adapt a website of a public organization to the wishes and needs of customers, in order to be able to provide an usable and customer-oriented website. A qualitative study was implemented to answer the research question. The website of Gemeentelijk Belastingkantoor Twente (GBTwente) has been used as case study, to be able to provide supporting evidence. The wishes and needs of the customers of GBTwente regarding the website, were discovered with the help of usability tests. The participants needed to perform tasks on the website while thinking out loud. The outcomes of this study can be of great value as a fundament for further research concerning optimization of e-Government.
Item Type:Essay (Bachelor)
Clients:
Gemeentelijk Belastingbureau Twente, Hengelo, Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies BSc (56615)
Link to this item:http://purl.utwente.nl/essays/78324
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