Multiple Measures of Website Effectiveness and their Association with Service Quality in Health and Human Service Agencies

Although many different measures of website effectiveness have been developed, few studies have rigorously compared and contrasted the measures. Based on the organizational effectiveness literature, this paper first develops a framework for categorizing different e-government measures and compares three different quantitative measures of effectiveness of websites in state health and human services agencies – one used by researchers and two attributable to managers. The paper then develops a model to analyze (1) the organizational and environmental factors that determine website effectiveness and (2) how website effectiveness contributes to overall service quality of the agency. Low correlations among the three website measures indicate that effectiveness is a multidimensional concept: effectiveness depends upon the referent and the analyst’s perspective. Similarly, model results show that different effectiveness measures are determined by categorically different sets of independen...

• Type: Conference
• Year: 2007
• Where: HICSS
• Authors: Eric W. Welch, Sanjay K. Pandey
• Keywords: Biometrics, Cases Website Effectiveness, HICSS 2007, Organizational Effectiveness Literature, System Sciences, Website Effectiveness