Data triangulation and web quality metrics: a case study in e-government

Stuart J. Barnes, Richard T. Vidgen

Research output: Contribution to journalArticlepeer-review

166 Citations (Scopus)


The work discussed here focused on the evaluation of quality perceptions of users of an electronic government website. As government organizations have begun to enhance transparency, communicate, and interact with citizens via the web, the development of appropriate online services has demanded better understanding of user requirements and thus for tailoring of solutions. The site we examined enabled the online submission of self-assessed tax returns in the UK. Survey data were used to model the perceptions of site users. In addition to the quantitative data, we also collected comments from respondents. These, using data triangulation, provided additional insight into the perceptions of site quality. The results of the comment analysis both supported the instrument and pointed to additional factors determining the perceptions of quality of e-government services needing attention in instrument development.
Original languageEnglish
Pages (from-to)767-777
Number of pages11
JournalInformation and Management
Issue number6
Early online date9 Aug 2006
Publication statusPublished - Sep 2006


  • Online tax submission
  • Website
  • Evaluation
  • Quality
  • eQual
  • Data triangulation
  • Comment analysis

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