| Abstract: | The high penetration of the Internet/WWW has led to the development of various types of e-services, such as e-business, e-banking, e-government and e-learning; however, their usage and quality have been lower than expected. Since this is a relatively new area, there is a need for intensive learning and improvement, and this can be achieved through deep and sophisticated evaluation of existing e-services that will produce extensive knowledge on their value generation mechanism and provide guidance for improvement interventions. In this direction this paper describes and validates a methodology for structuring and enhancing e-services evaluation based on the estimation of multi-level value flow models, which enable a better understanding of their value generation mechanisms and provides improvement decisions support. It is founded on well established theoretical frameworks from previous research in the areas of IS evaluation, technology acceptance models (TAM), IS success models and e-services evaluation. The proposed methodology has been validated for an e-learning service provided by the National Technical University of Athens (NTUA) to ICT professionals. |
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Greek