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Six sigma approach to improve quality in e-services: An empirical study in Jordan

Alhyari, Salah; Alazab, Moutaz; Venkatraman, Sitalakshmi; Alazab, Mamoun; Alazab, Ammar


This paper investigates the application of the Six Sigma approach to improve quality in electronic services (e-services) as more countries are adopting e-services as a means of providing services to their people through the Web. This paper presents a case study about the use of Six Sigma model to measure customer satisfac-tion and quality levels achieved in e-services that were recently launched by public sector organisations in a developing country, such as Jordan. An empirical study...[Show more]

CollectionsANU Research Publications
Date published: 2012
Type: Journal article
Source: The International Journal of Electronic Government Research (IJEGR)
DOI: 10.4018/jegr.2012040103


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