{"id":"https://openalex.org/W2952767823","doi":"https://doi.org/10.1145/3325112.3325224","title":"Evaluating Government Services Based on User Perspective","display_name":"Evaluating Government Services Based on User Perspective","publication_year":2019,"publication_date":"2019-06-14","ids":{"openalex":"https://openalex.org/W2952767823","doi":"https://doi.org/10.1145/3325112.3325224","mag":"2952767823"},"language":"en","primary_location":{"id":"doi:10.1145/3325112.3325224","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3325112.3325224","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 20th Annual International Conference on Digital Government Research","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5023251484","display_name":"Vanessa De Andrade Soares","orcid":null},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Vanessa De Andrade Soares","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061743236","display_name":"Gabriela Yukari Iwama","orcid":"https://orcid.org/0000-0002-4043-1230"},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Gabriela Yukari Iwama","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5018131024","display_name":"V\u00edtor G. de Menezes","orcid":"https://orcid.org/0000-0002-0229-7421"},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Vitor Gomes Menezes","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029789095","display_name":"Mar\u00edlia Miranda Forte Gomes","orcid":"https://orcid.org/0000-0001-8584-9676"},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Mar\u00edlia Miranda Forte Gomes","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029625931","display_name":"Glauco V. Pedrosa","orcid":"https://orcid.org/0000-0001-5573-6830"},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Glauco Vitor Pedrosa","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085538060","display_name":"Wander C. M. Pereira da Silva","orcid":null},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Wander C. M. Pereira da Silva","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026426936","display_name":"Rejane Maria da Costa Figueiredo","orcid":"https://orcid.org/0000-0001-8243-7924"},"institutions":[{"id":"https://openalex.org/I150729083","display_name":"Universidade de Bras\u00edlia","ror":"https://ror.org/02xfp8v59","country_code":"BR","type":"education","lineage":["https://openalex.org/I150729083"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Rejane Maria Da Costa Figueiredo","raw_affiliation_strings":["ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Brasilia","institution_ids":["https://openalex.org/I150729083"]},{"raw_affiliation_string":"ITRAC - Information Technology - Research and Application Center. UnB-Universidade de Bras?lia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I150729083"],"apc_list":null,"apc_paid":null,"fwci":6.3686,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.96382622,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"9","issue":null,"first_page":"425","last_page":"432"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.991100013256073,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9900000095367432,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.6657294034957886},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.6646784543991089},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.6614000201225281},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.6191486120223999},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6053470969200134},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5751019716262817},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5356513857841492},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5355916023254395},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5053265690803528},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.4997830390930176},{"id":"https://openalex.org/keywords/private-sector","display_name":"Private sector","score":0.46199631690979004},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4443935751914978},{"id":"https://openalex.org/keywords/government-sector","display_name":"Government sector","score":0.4199090600013733},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2513819932937622},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.17052987217903137},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.11786127090454102},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.09717696905136108},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.07528167963027954}],"concepts":[{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.6657294034957886},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6646784543991089},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6614000201225281},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.6191486120223999},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6053470969200134},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5751019716262817},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5356513857841492},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5355916023254395},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5053265690803528},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4997830390930176},{"id":"https://openalex.org/C121426985","wikidata":"https://www.wikidata.org/wiki/Q591763","display_name":"Private sector","level":2,"score":0.46199631690979004},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4443935751914978},{"id":"https://openalex.org/C3019119777","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Government sector","level":3,"score":0.4199090600013733},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2513819932937622},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.17052987217903137},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.11786127090454102},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.09717696905136108},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.07528167963027954},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3325112.3325224","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3325112.3325224","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 20th Annual International Conference on Digital Government Research","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.5,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W584942340","https://openalex.org/W1486118571","https://openalex.org/W1607675442","https://openalex.org/W1615506555","https://openalex.org/W1689771227","https://openalex.org/W1791587663","https://openalex.org/W1872316009","https://openalex.org/W1913957972","https://openalex.org/W1974134238","https://openalex.org/W1974776399","https://openalex.org/W2004083905","https://openalex.org/W2021960820","https://openalex.org/W2035731507","https://openalex.org/W2057012437","https://openalex.org/W2070375748","https://openalex.org/W2071666535","https://openalex.org/W2090909103","https://openalex.org/W2096099424","https://openalex.org/W2127548434","https://openalex.org/W2151694441","https://openalex.org/W2155393827","https://openalex.org/W2342969974","https://openalex.org/W2531899843","https://openalex.org/W2611139008","https://openalex.org/W2612849944","https://openalex.org/W2784913664","https://openalex.org/W2803038288","https://openalex.org/W2884629740","https://openalex.org/W2906151105","https://openalex.org/W2998276394","https://openalex.org/W2998484370","https://openalex.org/W3022452870","https://openalex.org/W4240969601","https://openalex.org/W4251915282"],"related_works":["https://openalex.org/W4283314095","https://openalex.org/W2490307366","https://openalex.org/W2026194140","https://openalex.org/W2609483649","https://openalex.org/W2090914603","https://openalex.org/W2181372654","https://openalex.org/W25456754","https://openalex.org/W2589919038","https://openalex.org/W3216974578","https://openalex.org/W892137976"],"abstract_inverted_index":{"The":[0,54,110],"adoption":[1],"of":[2,36,78,135,140,146],"digital":[3],"services":[4],"has":[5,21],"changed":[6],"the":[7,18,34,37,51,64,76,79,82,84,88,90,97,107,138,141,144,147],"way":[8,89],"governments":[9],"interact":[10],"with":[11,63,117],"citizens.":[12],"Evaluating":[13],"service":[14,38,46,86,91,148],"quality,":[15],"based":[16,49],"on":[17,50],"user":[19,52,142],"satisfaction,":[20],"become":[22],"an":[23],"important":[24],"tool":[25],"to":[26,75,100,106],"direct":[27],"actions":[28],"that":[29],"may":[30],"positively":[31],"interfere":[32],"in":[33,61],"quality":[35,145],"provided.":[39],"In":[40],"this":[41,125],"paper,":[42],"we":[43],"present":[44],"a":[45,123,128],"evaluation":[47],"model":[48],"perception.":[53],"instrument":[55,111],"proposed,":[56],"called":[57],"Br-GovQual,":[58],"was":[59,112],"developed":[60],"cooperation":[62],"Brazilian":[65,119],"government":[66],"for":[67],"its":[68],"partially":[69],"digitalized":[70],"public":[71,85,108,120],"services.":[72,121],"It":[73],"responds":[74],"peculiarities":[77],"relations":[80],"between":[81],"user,":[83],"and":[87,114],"is":[92],"offered.":[93],"Also,":[94],"it":[95],"avoids":[96],"common":[98],"tendency":[99],"automatically":[101],"apply":[102],"private":[103],"sector":[104],"practices":[105],"sector.":[109],"created":[113],"validated":[115],"statistically":[116],"four":[118],"As":[122],"result,":[124],"work":[126],"presents":[127],"questionnaire":[129],"covering":[130],"five":[131],"psychometric":[132],"dimensions":[133],"capable":[134],"safely":[136],"measuring":[137],"perception":[139],"about":[143],"obtained.":[149]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":1}],"updated_date":"2026-06-26T08:34:08.712188","created_date":"2025-10-10T00:00:00"}
