Using a Two-Dimensional Mean Value Matrix (TDMVM) to Improve Users’ Satisfaction with Government e-Recruitment Website

Abstract

The purpose of this study is to examine the relationship between local government services and the overall satisfaction of users with the e-recruitment website (e-job website) in Taiwan. A two-dimensional mean value matrix (TDMVM) technique was used to explore the identification, classification, and application of website service quality. The results show that the asymmetrical relationship between local government services and the overall satisfaction of users with the e-job website can be confirmed in relation to 22 service attributes. 5 of the 22 service quality attributes were shown to be the top priorities for improvement. Therefore, managers should be aware that the service quality of e-job websites needs to be improved. [ABSTRACT FROM AUTHOR]