Since the late 1970s, quality management has become an important tool for achieving a high quality of public e-administration services in many countries. Very important part of quality management in e-administration is measurement of quality indicators related to this sector. Therefore, this paper gives a description of e-administration, including statistics about it and other examples from many countries worldwide, as well as the explanation of quality management in public e-administration. The paper also gives a list and description of quality indicators relevant to e-administration, as part of quality management within the e-administration. Through a literature review and best practices, the paper aims to analyze quality indicators measurement and other parts of good quality management when it comes to the public e-administration and consequently to show the usefulness of quality management in public e-administration in order to provide services of high quality.
[1] V. Eran, Rethinking the identity of public administration:
interdisciplinary reflections and thoughts on managerial reconstruction“,
Public Administration & Management: An Interactive Journal, Vol 8,
pp. 1-22, 2003.
[2] M. Holzer, and R. Schwester, Public Administration: An introduction.
New York, 2012, pp. 31-40.
[3] R. Basu, Public administration: Concepts and Theories. New Delhi,
Sterling publishers, 2004, pp.1-37.
[4] B. Tony, and L. E. Löffler, „Evaluating the quality of public governance:
indicators, models and methodologies”, International Review of
Administrative Sciences, vol 69, pp. 313–328, 2003.
[5] D. S. Murray, Public administration. The University of Kansas, 2006.
[6] J. Teicher, O. Hughes, and N. Dow, „E-government: a new route to
public sector quality“, Managing Service Quality, Vol. 12, pp. 384–393,
2002.
[7] R. Silcock, “What is the Government?”, Parliamentary Affairs, Vol 54,
pp. 88-101, 2001.
[8] F. Belanger, and L. Carter, “Trust and risk in e-government adoption”,
Journal of Strategic Information Systems, Vol 17, pp. 165–176, 2008.
[9] S. E. Colesca, “Increasing e-trust: a solution to minimize risk in egovernment
adoption”, Journal of applied quantitative methods, Vol 1,
pp. 31-45, 2006.
[10] S. P. Mourae, „eGovernment Implementation and TQM Adoption: an
Empirical Study in the Portuguese Municipalities”, Electronic Journal of
e-Government, Vo 9, pp. 58–67, 2011.
[11] L. Matei, „Quality Management and the Reform of Public
Administration in Several States in South-Eastern Europe. Comparative
Analysis”, Theoretical and Applied Economics, Vol 18, pp. 65-98, 2011.
[12] BS IN ISO 9001, 2008: Quality management systems-Requirements
European commission, 2002, European report on quality indicators of
lifelong learning, Brussels, pp. 7.
[13] Y. Ustuner, and C. Coskun, “Quality management in the turkish public
sector: a survey”, Public administration and development, Vol 24, pp.
157–171, 2004.
[14] Z. Xiaoni, and V. Prybutok, “A consumer perspective of e-service
quality”, IEEE Transactions on Engineering Management, Vol. 52, pp.
461-77, 2005.
[15] R. Vinni, „Total quality management and paradigms of public
administration”, International Public Management Review, Vol 8, pp.
103-131, 2007.
[16] OECD Economic Surveys, Improving the quality of public
administration. Organisation for Economic Cooperation and
Development, Paris, pp. 111-141, 2006.
[17] The educational Policy Institute, Producting Indicators of institutional
quality in Ontario Universities and Colleges: Options fon producting,
managing and displying comparative data. The Higher Education
Quality Council of Ontario, Toronto, pp. 15-20, 2008.
[18] B. Fatma, “Public Administration Presence on the Web: a Cultural
Explanation” The Electronic Journal of e-Government, Vol 6, pp 11–22,
2008.
[19] L. Batagan, A. Pocovnicu, and S.Capisizu, “E-service quality
management“, Journal of applied quantitative methods, Vol. 4, pp. 372-
381, 2009.
[20] V. Ndou, „E-government for developing countries: Opportunities and
Challenges“, The Electronic Journal on information systems in
developing countries, Vol 18, pp. 1-24, 2004.
[21] United Nations E-Government Survey, E-Government for the People,
Department of Economic and Social Affairs. New York, pp. 4, 2012.
[22] OECD Economic Surveys, Serbia Information Technology Report,
Business Monitor International, London, pp 1-50, 2011.
[1] V. Eran, Rethinking the identity of public administration:
interdisciplinary reflections and thoughts on managerial reconstruction“,
Public Administration & Management: An Interactive Journal, Vol 8,
pp. 1-22, 2003.
[2] M. Holzer, and R. Schwester, Public Administration: An introduction.
New York, 2012, pp. 31-40.
[3] R. Basu, Public administration: Concepts and Theories. New Delhi,
Sterling publishers, 2004, pp.1-37.
[4] B. Tony, and L. E. Löffler, „Evaluating the quality of public governance:
indicators, models and methodologies”, International Review of
Administrative Sciences, vol 69, pp. 313–328, 2003.
[5] D. S. Murray, Public administration. The University of Kansas, 2006.
[6] J. Teicher, O. Hughes, and N. Dow, „E-government: a new route to
public sector quality“, Managing Service Quality, Vol. 12, pp. 384–393,
2002.
[7] R. Silcock, “What is the Government?”, Parliamentary Affairs, Vol 54,
pp. 88-101, 2001.
[8] F. Belanger, and L. Carter, “Trust and risk in e-government adoption”,
Journal of Strategic Information Systems, Vol 17, pp. 165–176, 2008.
[9] S. E. Colesca, “Increasing e-trust: a solution to minimize risk in egovernment
adoption”, Journal of applied quantitative methods, Vol 1,
pp. 31-45, 2006.
[10] S. P. Mourae, „eGovernment Implementation and TQM Adoption: an
Empirical Study in the Portuguese Municipalities”, Electronic Journal of
e-Government, Vo 9, pp. 58–67, 2011.
[11] L. Matei, „Quality Management and the Reform of Public
Administration in Several States in South-Eastern Europe. Comparative
Analysis”, Theoretical and Applied Economics, Vol 18, pp. 65-98, 2011.
[12] BS IN ISO 9001, 2008: Quality management systems-Requirements
European commission, 2002, European report on quality indicators of
lifelong learning, Brussels, pp. 7.
[13] Y. Ustuner, and C. Coskun, “Quality management in the turkish public
sector: a survey”, Public administration and development, Vol 24, pp.
157–171, 2004.
[14] Z. Xiaoni, and V. Prybutok, “A consumer perspective of e-service
quality”, IEEE Transactions on Engineering Management, Vol. 52, pp.
461-77, 2005.
[15] R. Vinni, „Total quality management and paradigms of public
administration”, International Public Management Review, Vol 8, pp.
103-131, 2007.
[16] OECD Economic Surveys, Improving the quality of public
administration. Organisation for Economic Cooperation and
Development, Paris, pp. 111-141, 2006.
[17] The educational Policy Institute, Producting Indicators of institutional
quality in Ontario Universities and Colleges: Options fon producting,
managing and displying comparative data. The Higher Education
Quality Council of Ontario, Toronto, pp. 15-20, 2008.
[18] B. Fatma, “Public Administration Presence on the Web: a Cultural
Explanation” The Electronic Journal of e-Government, Vol 6, pp 11–22,
2008.
[19] L. Batagan, A. Pocovnicu, and S.Capisizu, “E-service quality
management“, Journal of applied quantitative methods, Vol. 4, pp. 372-
381, 2009.
[20] V. Ndou, „E-government for developing countries: Opportunities and
Challenges“, The Electronic Journal on information systems in
developing countries, Vol 18, pp. 1-24, 2004.
[21] United Nations E-Government Survey, E-Government for the People,
Department of Economic and Social Affairs. New York, pp. 4, 2012.
[22] OECD Economic Surveys, Serbia Information Technology Report,
Business Monitor International, London, pp 1-50, 2011.
@article{"International Journal of Business, Human and Social Sciences:65425", author = "J. Ruso and M. Krsmanovic and A. Trajkovic and Z. Rakicevic", title = "Quality Management in Public e-Administration", abstract = "Since the late 1970s, quality management has become an important tool for achieving a high quality of public e-administration services in many countries. Very important part of quality management in e-administration is measurement of quality indicators related to this sector. Therefore, this paper gives a description of e-administration, including statistics about it and other examples from many countries worldwide, as well as the explanation of quality management in public e-administration. The paper also gives a list and description of quality indicators relevant to e-administration, as part of quality management within the e-administration. Through a literature review and best practices, the paper aims to analyze quality indicators measurement and other parts of good quality management when it comes to the public e-administration and consequently to show the usefulness of quality management in public e-administration in order to provide services of high quality.
", keywords = "e-Administration, quality indicators, quality management. ", volume = "7", number = "10", pages = "2743-5", }
