EVALUATION OF ICT USER SATISFACTION IN PUBLIC ADMINISTRATION: CASE OF USE LIKERT SCALE AND NET PROMOTER SCORE IN LIBEREC CITY HALL

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F49777513%3A23510%2F17%3A43931105" target="_blank" >RIV/49777513:23510/17:43931105 - isvavai.cz</a>
Result on the web
<a href="http://fim2.uhk.cz/hed/data/proceedings_17.pdf" target="_blank" >http://fim2.uhk.cz/hed/data/proceedings_17.pdf</a>
DOI - Digital Object Identifier
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Result language
angličtina
Original language name
EVALUATION OF ICT USER SATISFACTION IN PUBLIC ADMINISTRATION: CASE OF USE LIKERT SCALE AND NET PROMOTER SCORE IN LIBEREC CITY HALL
Original language description
Presented paper deals with satisfaction survey of statutory city of Liberec (SCL) Information and Communication Technology (ICT) users at Liberec City Hall (LCH) designed and implemented by authors. Satisfaction survey was designed to be repeatable and gave good answers about the perception of the current state of ICT by users of services provided by the SCL to LCH. Goal of the proposed survey was to serve as source of ideas which needs to be addressed and to show a change in the perception of the level and quality of ICT services and thus evaluate their progress over time. Survey was designed in form of questionnaire due to time a financial efficiency. Likert scale and Net Promoter Score (NPS) was used within the questionnaire. Surprisingly the results of these two methods were significantly different that new research question was raised and possible reasons are discussed in the paper.
Czech name
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Czech description
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Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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