How to cite this paper
Joshi, A., Deshpande, V & Pawar, P. (2017). An application of TOPSIS for selection of appropriate e-Governance practices to improve customer satisfaction.Journal of Project Management, 2(3), 93-106.
Refrences
Bournaris, T., Manos, B., Moulogianni, C., Kiomourtzi, F., & Tandini, M. (2013). Measuring Users Satisfaction of an e-Government portal. Procedia Technology, 8, 371-377.
Definition of e-Governance on UNESCO portal: http://portal.unesco.org/ci/en/ev.php-URL_ID=3038&URL_DO=DO_TOPIC&URL_SECTION=201.html, last accessed on 23rd Janu-ary 2017.
Dwivedi, S. K., & Bharti, A. K. (2010). E-governance in India: Problems and acceptability. Journal of Theoretical & Applied Information Technology, 17(1), 37-43.
Garg, Y., Dhagat, N. & Shrivastava, B. (2014). Housing quality and customer satisfaction with refer-ence to delivery methods, Global Journal of Engineering, Design & Technology, 3(1), 1-4.
Hatto, P. (2010). Standards and standardization handbook. European Commission.
Hwang, C.L., & Yoon, K.P. (1981) Multiple attribute decision making: methods and applications. New York: Springer-Verlag.
Joshi, A.S., Deshpande, V.S. & Pawar, P.J. (2017). Identification of factors influencing the perfor-mance of government organizations and undertakings in India using Analytic Hierarchy Process. In-ternational Journal of Services Sciences. In Press.
Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-government adoption: A conceptual framework. Electronic Journal of E-government, 5(1), 63-76.
Linacre, S. (2011) Keynote Address - Strategies for Standardization of Methods and Tools – How to get there: Statistics Canada’s International Methodological Symposium. Catalogue no. 11-522-XCB
Mary, F. J. E., & Surulivel, S. T. (2014). A study on buyer satisfaction in residential apartment with reference to VGN Infra Pvt. Ltd. International Research Journal of Business and Management, 82-89.
Mistry, J. J., & Jalal, A. (2012). An empirical analysis of the relationship between e-government and corruption. The International Journal of Digital Accounting Research, 12, 145-176.
Mustafa, A., & Ghazali, M. (2012). Issues in housing delivery systems and customer satisfac-tion. Elixir Marketing Mgmt., 48, 9395-9399.
R. NAZ (2009), E-Governance for Improved Public Service Delivery in Fiji. Journal of Service Sci-ence and Management, 2(3), 190-203.
Official Circular No. 229 dated 14th January 2016 issued by Secretary, MHADA Mumbai, Maharash-tra State, India.
Oliver, R. L. (1999). Whence consumer loyalty?. the Journal of Marketing, 63, 33-44.
Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of consumer research, 20(3), 418-430.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and manageri-al insight. Journal of retailing, 73(3), 311-336.
Rao, R. V. (2007). Decision making in the manufacturing environment: using graph theory and fuzzy multiple attribute decision making methods. Springer Science & Business Media.
Rathod, P., Bhatt, R. & Pitroda, J. (2016). Study of factors affecting customer satisfaction for resi-dential flats in Surat and Ahmedabad city in Gujarat region of India. International Research Jour-nal of Engineering and Technology (IRJET), 3(3), 1-8.
Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to serv-ers?. Government Information Quarterly, 22(1), 38-57.
Reddick, C. G., & Jaramillo, P. A. (2014). New digital media use and preferences for government: a survey of Canadians. Electronic Government, An International Journal, 11(1/2), 39-58.
Reddick, C. G. (2011). Citizen interaction and e-government: Evidence for the managerial, consulta-tive, and participatory models. Transforming Government: People, Process and Policy, 5(2), 167-184.
Shang, S. S. (2014). Assessment of E-government Service Quality under User Satisfaction Orienta-tion: The Establishment of E-Govqual Model. Asian Journal of Business Management, 6(2), 111-118.
Singh, G., Pathak, R. D., Naz, R., & Belwal, R. (2010). E-governance for improved public sector ser-vice delivery in India, Ethiopia and Fiji. International Journal of Public Sector Management, 23(3), 254-275.
Singla, S. K., & Aggarwal, H. (2014). Status of e-governance in the state of Punjab (India): an analyt-ical study. Electronic Government, An International Journal, 11(1/2), 1-15.
Tolbert, C. J., & Mossberger, K. (2006). The effects of e‐government on trust and confidence in gov-ernment. Public administration review, 66(3), 354-369.
Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of public administration research and theory, 15(3), 371-391.
West, D. M. (2004). E‐government and the transformation of service delivery and citizen atti-tudes. Public administration review, 64(1), 15-27.
Warale, P. N., & Diwakar, H. (2015). A Study of Citizen Satisfaction for e-Governance Initiative SETU in Maharashtra (India). International Journal of Computer Applications, 124(17).
Yaghoubi, N. M., Haghi, A., & Asl, S. (2011). e-Government and citizen satisfaction in Iran: Empiri-cal study on ICT offices. World Applied Sciences Journal, 12(7), 1084-1092.
Definition of e-Governance on UNESCO portal: http://portal.unesco.org/ci/en/ev.php-URL_ID=3038&URL_DO=DO_TOPIC&URL_SECTION=201.html, last accessed on 23rd Janu-ary 2017.
Dwivedi, S. K., & Bharti, A. K. (2010). E-governance in India: Problems and acceptability. Journal of Theoretical & Applied Information Technology, 17(1), 37-43.
Garg, Y., Dhagat, N. & Shrivastava, B. (2014). Housing quality and customer satisfaction with refer-ence to delivery methods, Global Journal of Engineering, Design & Technology, 3(1), 1-4.
Hatto, P. (2010). Standards and standardization handbook. European Commission.
Hwang, C.L., & Yoon, K.P. (1981) Multiple attribute decision making: methods and applications. New York: Springer-Verlag.
Joshi, A.S., Deshpande, V.S. & Pawar, P.J. (2017). Identification of factors influencing the perfor-mance of government organizations and undertakings in India using Analytic Hierarchy Process. In-ternational Journal of Services Sciences. In Press.
Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-government adoption: A conceptual framework. Electronic Journal of E-government, 5(1), 63-76.
Linacre, S. (2011) Keynote Address - Strategies for Standardization of Methods and Tools – How to get there: Statistics Canada’s International Methodological Symposium. Catalogue no. 11-522-XCB
Mary, F. J. E., & Surulivel, S. T. (2014). A study on buyer satisfaction in residential apartment with reference to VGN Infra Pvt. Ltd. International Research Journal of Business and Management, 82-89.
Mistry, J. J., & Jalal, A. (2012). An empirical analysis of the relationship between e-government and corruption. The International Journal of Digital Accounting Research, 12, 145-176.
Mustafa, A., & Ghazali, M. (2012). Issues in housing delivery systems and customer satisfac-tion. Elixir Marketing Mgmt., 48, 9395-9399.
R. NAZ (2009), E-Governance for Improved Public Service Delivery in Fiji. Journal of Service Sci-ence and Management, 2(3), 190-203.
Official Circular No. 229 dated 14th January 2016 issued by Secretary, MHADA Mumbai, Maharash-tra State, India.
Oliver, R. L. (1999). Whence consumer loyalty?. the Journal of Marketing, 63, 33-44.
Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of consumer research, 20(3), 418-430.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and manageri-al insight. Journal of retailing, 73(3), 311-336.
Rao, R. V. (2007). Decision making in the manufacturing environment: using graph theory and fuzzy multiple attribute decision making methods. Springer Science & Business Media.
Rathod, P., Bhatt, R. & Pitroda, J. (2016). Study of factors affecting customer satisfaction for resi-dential flats in Surat and Ahmedabad city in Gujarat region of India. International Research Jour-nal of Engineering and Technology (IRJET), 3(3), 1-8.
Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to serv-ers?. Government Information Quarterly, 22(1), 38-57.
Reddick, C. G., & Jaramillo, P. A. (2014). New digital media use and preferences for government: a survey of Canadians. Electronic Government, An International Journal, 11(1/2), 39-58.
Reddick, C. G. (2011). Citizen interaction and e-government: Evidence for the managerial, consulta-tive, and participatory models. Transforming Government: People, Process and Policy, 5(2), 167-184.
Shang, S. S. (2014). Assessment of E-government Service Quality under User Satisfaction Orienta-tion: The Establishment of E-Govqual Model. Asian Journal of Business Management, 6(2), 111-118.
Singh, G., Pathak, R. D., Naz, R., & Belwal, R. (2010). E-governance for improved public sector ser-vice delivery in India, Ethiopia and Fiji. International Journal of Public Sector Management, 23(3), 254-275.
Singla, S. K., & Aggarwal, H. (2014). Status of e-governance in the state of Punjab (India): an analyt-ical study. Electronic Government, An International Journal, 11(1/2), 1-15.
Tolbert, C. J., & Mossberger, K. (2006). The effects of e‐government on trust and confidence in gov-ernment. Public administration review, 66(3), 354-369.
Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of public administration research and theory, 15(3), 371-391.
West, D. M. (2004). E‐government and the transformation of service delivery and citizen atti-tudes. Public administration review, 64(1), 15-27.
Warale, P. N., & Diwakar, H. (2015). A Study of Citizen Satisfaction for e-Governance Initiative SETU in Maharashtra (India). International Journal of Computer Applications, 124(17).
Yaghoubi, N. M., Haghi, A., & Asl, S. (2011). e-Government and citizen satisfaction in Iran: Empiri-cal study on ICT offices. World Applied Sciences Journal, 12(7), 1084-1092.