Measuring Performance in the Public Administration Sector: An Analysis of Websites Efficiency

This study implements a framework which combines together theories relative to individual information processing and human-computer cognition, and Data Envelopment Analysis to calculate website cognitive efficiency during user-interface interaction. This framework is adopted to measure and compare efficiency of 31 Italian university websites. Results show that website cognitive efficiency is mostly influenced by the user perceived attractiveness and the time over-consumption associated to a low quality website structure