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1、DATATRIANGULATIONINACTION:USINGCOMMENTANALYSISTOREFINEWEBQUALITYMETRICSAbstractThispaperfocusesontheevaluationofqualityperceptionsfromusersofanelectronicgovernmentwebsite.Asgovernmentorganizationshavebeguntoenhancetransparency,communicateandinteractwithcitizensviatheW
2、eb,developingappropriateonlineserviceshasdemandedheightenedunderstandingoftherequirementsofusersandappropriatetailoringofsolutions.Thesiteexaminedinthepaperenablestheonlinesubmissionofself-assessedtaxreturnsintheUK.SurveydatacollectedviatheeQualinstrumentwereusedtosta
3、tisticallymodeltheperceptionsofsiteusers.However,inadditiontoquantitativedata,wealsocollectedopencommentsfromrespondents,anditisthesecommentsthatprovidethecruxofthispaper.Suchcomments,viadatatriangulation,providedmuchmoreinsightintotheperceptionsofsitequalitythanthest
4、atisticaldataalone.Theresultsofthecommentanalysisbothsupporttheinstrumentandpointtoadditionalfactorsdeterminingtheperceptionsofqualityofsuche-governmentservicesrequiringattentionintheinstrumentdevelopment.Thepaperroundsoffwithaconclusionsandanagendaforfutureresearchin
5、thisarea.Keywords:OnlineTaxSubmission,WebSite,Evaluation,Quality,eQual,DataTriangulation,CommentAnalysis.1INTRODUCTIONSincethelate-1990s,substantialgovernmentserviceshavebeenprovidedviatheWebinmanycountriessuchasCanada,theUS,theUK,NewZealand,Australia,Portugal,Italy,M
6、alaysiaandSingapore.Broadlyspeaking,electronicgovernment–definedas“theuseofinformationtechnology,inparticulartheinternet,todeliverpublicservicesinamuchmoreconvenient,customer-oriented,cost-effective,andaltogetherdifferentandbetterway”(Holmes2001)-hastremendouspotentia
7、lbenefits.Indeed,78percentofdecisionmakersingovernmentviewe-governmentashavingapositiveeffectonthebusinessofgovernment(Holdenetal.2003).TheBushadministration,forexample,hasmadee-governmentoneofthefiveaspectsofitscoremanagementagenda,citingthepotentialofe-governmenttoe
8、nhancetheefficiencyandeffectivenessofFederalagencies.Governmentoverarcheseverysectorofsociety,andnotonlyprovidesthelegal,pol
