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

Kód výsledku v 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>

Výsledek na webu

<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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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2017

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

Hradec Economic Days

ISBN

978-80-7435-664-3

ISSN

2464-6067

e-ISSN

neuvedeno

Počet stran výsledku

8

Strana od-do

348-355

Název nakladatele

University of Hradec Králové

Místo vydání

Hradek Králové

Místo konání akce

Hradec Králové

Datum konání akce

31. 1. 2017

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000411661000041