- Title
- Six sigma approach to improve quality in e-services: An empirical study in Jordan
- Creator
- Alhyari, Salah; Alazab, Moutaz; Venkatraman, Sitalakshmi; Alazab, Mamoun; Alazab, Ammar
- Date
- 2012
- Type
- Text; Journal article
- Identifier
- http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/73220
- Identifier
- vital:7006
- Identifier
- ISSN:1548-3886
- Abstract
- This paper investigates the application of the Six Sigma approach to improve quality in electronic services (e-services) as more countries are adopting e-services as a means of providing services to their people through the Web. This paper presents a case study about the use of Six Sigma model to measure customer satisfaction and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study consisting of 280 customers of Jordan's e-services is conducted and problems are identified through the DMAIC phases of Six Sigma. The service quality levels are measured and analysed using six main criteria: Website Design, Reliability, Responsiveness, Personalization, Information Quality, and System Quality. The study indicates a 74% customer satisfaction with a Six Sigma level of 2.12 has enabled the Greater Amman Municipality to identify the usability issues associated with their e-services offered by public sector organisations. The aim of the paper is not only to implement Six Sigma as a measurement-based strategy for improving e-customer service in a newly launched e-service programme, but also widen its scope in investigating other service dimensions and perform comparative studies in other developing countries.
- Relation
- International Journal of Electronic Government Research Vol. 8, no. 2 (April, 2012), p. 57-74
- Rights
- © 2012, IGI Global.
- Rights
- No open access
- Rights
- This metadata is freely available under a CCO license
- Subject
- 16 Studies In Human Society; 15 Commerce, Management, Tourism and Services; 18 Law and Legal Studies; Customer service; E-Service; Information quality; Personalization; Quality; Reliability; Responsiveness; Six stigma; System quality; Website design
- Reviewed
- Hits: 3596
- Visitors: 3499
- Downloads: 0
| Thumbnail | File | Description | Size | Format |
|---|