一、中文部份
王佳煌（2002），「電子化政府與電子民主？以台北市政府為例」，國政研究報告，5月23日。
王保進（2003），視窗版SPSS與行為科學研究，心理出版社。
尹相志（2001），「政府推動e化，政府網站總體檢（二）」，數博網，http://www.superpoll.net/big-5/news/news/2001-10/001.htm。
呂春嬌（1996），「相關概念在資訊檢索中之發展與趨勢」，圖書與資訊學刊，（16），頁21-32。
江岷欽（2000），「顧客導向的服務理念」，人力發展月刊，（72），頁20-31。
江岷欽、劉坤億（1999）, 企業型政府，智勝文化事業公司。
行政院研考會（1996），「全面提升服務品質方案」，行政院研考會。
行政院，（2003），「挑戰2008：國家重點發展計畫」，行政院。
吳定（2000），「電子化政府與公民信任關係之研究」，行政院國科會補助專題研究計畫成果報告。
何雍慶、蘇雲華（1995），「服務行銷領域顧客滿意模式及服務品質模式之比較研究」，輔仁管理評論，2（2），頁37-64。
李仲彬、黃朝盟（2000），「電子化政府的網站設計」，發表於「世新大學八十八學年度大學校院學生學術研討會」，5月18，世新大學。
林恬予（2001），影響飯店業服務品質因素之研究，朝陽科技大學企業管理系碩士論文。
林明遠（2003），入口網站服務品質及顧客滿意之研究，中山大學企業管理系碩士論文。
林清山（1992），心理與教育統計學，東華書局。
周泰華、黃俊英、郭德賓、（1999）。「服務品質與顧客滿意評量模式之比較研究」，輔仁管理評論，6（1），頁37-68。
孫本初（2004），「公部門知識管理中信任倫理之研究：人際信任與組際信任」，發表於第二屆TASPAA年會暨「多元環境下公共治理的新定位」研討會，6月26日，政治大學公企中心。
_______（2001），公共管理，智勝文化事業有限公司。
_______（1990），轉換型領導對台北市政府行政績效影響之研究，台北市政府研考會委託。
徐椿輝（1997），網際網路線上服務品質評估模式之探討，台灣科技大學企業管理研究所碩士論文
張世賢（2002），「電子化政府的政策行銷」，國政研究報告，5月23日。
張燦厚、孟慶茂、馮伯麟（1992），心理與教育統計學，五南圖書出版公司。
張紹勳、張紹評、林秀娟（2003），SPSS For Windows統計分析：初等統計與高等統計（上冊、下冊），松崗電腦圖書資料公司。
陳欽春（2004），「社會資本途徑下之當代治理發展」，發表於第二屆TASPAA年會暨「多元環境下公共治理的新定位」研討會，6月26日，政治大學公企中心。
陳敦源（2004），「行政中立與政黨輪替：台灣官僚自主性變遷的空間理論分析」，發表於第二屆TASPAA年會暨「多元環境下公共治理的新定位」研討會，6月26日，政治大學公企中心。
財團法人工業策進會（2003），2003網際網路應用及發展年鑑，經濟部技術處。
財團法人工業策進會（2002），2002網際網路應用及發展年鑑，經濟部技術處。
許道然（2001）, 公部門組織信任與組織公民行為關係之研究，國立政治大學公共行政研究所博士論文。
馮建三譯（1999），資訊社會理論 Webster, F.原著，遠流文化。
詹志禹，賴世培（1996），應用統計，台北：空中大學。
楊明璧、謝培仁、陳世愇（2002），「民眾使用政府電子化政府服務滿意度分析」，發表於「服務、創新與績效－21世紀電子化政府的願景」研討會，3月1日，行政院研考會。
楊淑鈞（2000），電子商務服務品質與消費者購買意願關係之研究，銘傳大學國際企業管理研究所碩士論文。
資策會電子商務應用推廣中心（2003），「我國寬頻用戶於2002年底正式突破200萬戶」，http://www.find.org.tw/0105/howmany/howmany_disp.asp?id=49。
廖瑞榮（1999），提昇企業網際網路線上服務品質之研究－以證券經紀業為例，台灣大學資訊管理研究所碩士論文。
翟本瑞（2001a），「電子郵寄問卷調查使用之限制（上）」，http://www.nhu.edu.tw/ ~society/e-j/13/13-5.htm。
翟本瑞（2001b），「電子郵寄問卷調查使用之限制（下）」，http://www.nhu.edu.tw/ ~society/e-j/13/13-6.htm。
劉宗熹，「e化民主」，http://www.taskco.com.tw/kt/k12.htm。
劉坤億（2004），「審視國家治理的發展趨勢：從國家中心說與社會中心說的論辯觀察」，發表於第二屆TASPAA年會暨「多元環境下公共治理的新定位」研討會，6月26日，政治大學公企中心。
______（2001），英國政府治理模式變革之研究，國立政治大公共行政學系博士學位論文。
劉鈞慈（2000）, 程序公平、組織承諾、信任與組織公民行為關係之研究－以我國產業保險產業為例，銘傳管理學院管理科學研究所碩士論文。
鄭皓文（2000）, 台灣地區本國銀行網站之服務品質衡量研究，中山大學企業管理研究所碩士論文。
謝文雀譯（2000）, 行銷管理:亞洲實例，華泰文化事業公司。
蕭乃沂（2002），「各國推動電子化政府之比較」，發表於「服務、創新與績效－21世紀電子化政府的願景」研討會，3月1日，行政院研考會。
______（2001），「電子化政府便民應用服務的評估架構」，研考雙月刊，25（1），頁75-81。

二、英文部份
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