![]() ![]() Therefore, it is important to understand customers' needs and wants, especially the benefits that drive them to use e-government services. Furthermore, 83% of the survey respondents stressed that in the development of e- government, customer demands for new and better services is crucial. In an evaluation research by Accenture, the results revealed that 93% of service providers emphasize the importance of customer satisfaction in developing e- government initiatives. On a softer side, both sectors emphasize the importance of customer satisfaction. On the other hand, the private sector increases profit through cross-selling and up-selling products, and improving customer loyalty. ![]() Government increases ROI through improved tax and license fee collections, and cost efficiencies. Organisations, public or private, both emphasize a high return on investments (ROI). ![]() Also, in this paper, we will demonstrate the usefulness of Importance-Performance Analysis (IPA) grid in the evaluation of the e-government benefits from user's perspectives in Japan. It is therefore the goal of this paper to understand customer's motivation in using e-government services to improve their customer relationship and to allocate resources on strategic areas to increase customer satisfaction. As we can see over time, e-government concepts have evolved from technological to relational perspectives. Likewise, Customer Relationship Management (CRM) in e-government is defined as a: "capability that dramatically improves government's relationship with its customers by reorganizing services around actual customer needs". From a technology point of view, e-government: "is about utilizing the Internet and the world-wide-web (However, from a customer relationship driven approach, e-government is seen as: "use by government agencies of information technologies that have the ability to transform relations with citizens, businesses, and other arms of government". While reviewing the e-government literature, we found that there were many versions of e-government definitions. Whether you call it electronic government or digital government, there is a need to understand what has been written in the literature to get a holistic meaning of e-government. Keywords: E-government, Importance-Performance analysis, E-government benefits, Evaluation methods, JapanĪlthough e-government terms have become a buzzword across the world, there is evidence of insufficient or a lack of consensus on the meaning of e-government, especially the main characteristics of e-government. The results are useful in identifying areas for strategic focus to help develop Japan's future e-government strategy. It is a clear and powerful evaluation tool for government to find out attributes that are doing well and attributes that need to be improved, which require action immediately. The IPA, a two-dimensional grid, is broken into four categories: (1) Concentrate Here (2) Keep Up the Good Work (3) Low Priority and (4) Possible Overkill, to enable each of the benefits to be plotted into the grid. The purpose of the survey is not only to measure the actual satisfaction level, but also to highlight important areas for improvements. On a five point Likert scale, the online survey enables the users to rate the relative importance of the benefits, followed by another benefit performance rating. A list of 27 government benefits was identified from the e-government literature reviews and each of the benefits was rated using a five point Likert scale. In this research, the Importance-Performance Analysis (IPA) grid was used to measure the e-government benefits from the users' perspective. Meng Seng Wong1, Nishimoto Hideki2 and Philip George3ġ Nottingham University, Business School, Malaysia, Ryukoku University, Japan, Queen's University Belfast, United Kingdom, focus of this paper is to evaluate the benefits of a Japanese e-government project. The Use of Importance-Performance Analysis (IPA) in Evaluating Japan's E-government Services ISSN 0718-1876 Electronic Version VOL 6 / ISSUE 2 / AUGUST 2011 / 17-30 2011 Universidad de Talca - Chile Journal of theoretical and applied electronic commerce research
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