The Development of eService in Thai Government（eService在泰国政府的发展）.pdf

The Development of e-Service in Thai Government N. Sukasame ABSTRACT This study aims to elicit and identify the factors service delivered through the Internet. According to affecting the e-Service provided on the Web portal of de Ruyter et al. (2000), an e-Service is an interactive, Thailand’s government. Respondents are under- content-centered and Internet-based customer ser- graduate students from five universities who have vices, driven by the customer and integrated with exposed to the government’s Web portal. The results related organizational customer support processes reveal that there are positive associations between the and technologies with the goal of strengthening eh perceptions of e-Service on the Web site and the five customer-service provider relationship. In addition, factors including reliability, content, ease of used, Surjadjaja et al. (2003) states that the concept of linkage, and self-service respectively. Discussion and e-Service is not simply a combination of the words implications are presented. ‘electronic’ and ‘service’. In a true e-Service operation part or all of the interaction between the INTRODUCTION service provider and the customer is conducted the Today, the advent of various innovations in the Internet such as buying a ticket from the Web. area of electronics has driven excessive g