صورة الغلاف

Co-creation of value between customers and providers in government e-service delivery

Many governmental agencies are employing information and communication technology (ICT) to modernize service delivery to citizens which affords them to put a lot of information online for citizens’ use. Despite this, there is greater demand for service value by citizens that meet their needs in all...

وصف كامل

محفوظ في:
التفاصيل البيبلوغرافية
المؤلف الرئيسي: Ademola, Adeleke Imran
التنسيق: أطروحة
اللغة:English
منشور في: 2013
الموضوعات:
QA75 Electronic computers. Computer science
الوصول للمادة أونلاين:http://eprints.utm.my/id/eprint/33773/5/AdelekeImranAdemolaPFSKSM2013.pdf
http://eprints.utm.my/id/eprint/33773/
http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:69989?site_name=Restricted Repository
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spelling my.utm.337732017-07-11T01:15:47Z http://eprints.utm.my/id/eprint/33773/ Co-creation of value between customers and providers in government e-service delivery Ademola, Adeleke Imran QA75 Electronic computers. Computer science Many governmental agencies are employing information and communication technology (ICT) to modernize service delivery to citizens which affords them to put a lot of information online for citizens’ use. Despite this, there is greater demand for service value by citizens that meet their needs in all facets of life. However, lack of co-creation value mechanism impedes government understanding of customers and providers e-service value. The research aims to explore government e-service value between customers and providers from a co-creation value perspective. The research adopts an interpretive paradigm approach as a mode of inquiry. The approach is an integrated framework comprising soft system methodology (SSM) and Dialogue- Access-Risk Management-Transparency (DART) model. It serves as a theoretical lens to gain deeper insights into data collection and analysis. The framework was applied to two case studies to understand the value of government e-service for customers and providers. Qualitative data collected from respondents through interviews, observations and documents were analyzed verbatim. The study identified various current practices of government that influenced co-creation of eservice value and experience sharing between customers and providers. Apart from this, co-creation values applicable to government e-service were identified and the process of generating values between customers and providers were established and described. These findings led to the refinement of the integrated framework which considers organisation context, co-creation values categorisation and recommended practices. The framework serves as a guide for understanding customers and providers for co-creation value in government online environment. 2013-06 Thesis NonPeerReviewed application/pdf en http://eprints.utm.my/id/eprint/33773/5/AdelekeImranAdemolaPFSKSM2013.pdf Ademola, Adeleke Imran (2013) Co-creation of value between customers and providers in government e-service delivery. PhD thesis, Universiti Teknologi Malaysia, Faculty of Computing. http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:69989?site_name=Restricted Repository
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic QA75 Electronic computers. Computer science
spellingShingle QA75 Electronic computers. Computer science
Ademola, Adeleke Imran
Co-creation of value between customers and providers in government e-service delivery
description Many governmental agencies are employing information and communication technology (ICT) to modernize service delivery to citizens which affords them to put a lot of information online for citizens’ use. Despite this, there is greater demand for service value by citizens that meet their needs in all facets of life. However, lack of co-creation value mechanism impedes government understanding of customers and providers e-service value. The research aims to explore government e-service value between customers and providers from a co-creation value perspective. The research adopts an interpretive paradigm approach as a mode of inquiry. The approach is an integrated framework comprising soft system methodology (SSM) and Dialogue- Access-Risk Management-Transparency (DART) model. It serves as a theoretical lens to gain deeper insights into data collection and analysis. The framework was applied to two case studies to understand the value of government e-service for customers and providers. Qualitative data collected from respondents through interviews, observations and documents were analyzed verbatim. The study identified various current practices of government that influenced co-creation of eservice value and experience sharing between customers and providers. Apart from this, co-creation values applicable to government e-service were identified and the process of generating values between customers and providers were established and described. These findings led to the refinement of the integrated framework which considers organisation context, co-creation values categorisation and recommended practices. The framework serves as a guide for understanding customers and providers for co-creation value in government online environment.
format Thesis
author Ademola, Adeleke Imran
author_facet Ademola, Adeleke Imran
author_sort Ademola, Adeleke Imran
title Co-creation of value between customers and providers in government e-service delivery
title_short Co-creation of value between customers and providers in government e-service delivery
title_full Co-creation of value between customers and providers in government e-service delivery
title_fullStr Co-creation of value between customers and providers in government e-service delivery
title_full_unstemmed Co-creation of value between customers and providers in government e-service delivery
title_sort co-creation of value between customers and providers in government e-service delivery
publishDate 2013
url http://eprints.utm.my/id/eprint/33773/5/AdelekeImranAdemolaPFSKSM2013.pdf
http://eprints.utm.my/id/eprint/33773/
http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:69989?site_name=Restricted Repository
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score 13.252575

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