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ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺎﺒ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻴﻁﻋ

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Umm Al-Qura Univ. J. Eng.& Arch. Vol. 1, No.1, pp. 15-30 (2009) 28-10-132 © The University Press

ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺎﺒ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ

ﺔﻴﻁﻋ ﻱﻭﻁﻌﻟﺍ ﻲﻓﻭﻴﻀﻟﺍ ﺩﻤﺤﻤ ﻥﺒ

ﻱﺭﻀﺤﻟﺍ ﻁﻴﻁﺨﺘﻟﺍ ﻡﺴﻗ ﻲﻤﻴﻠﻗﻹﺍﻭ

، لﺼﻴﻓ ﻙﻠﻤﻟﺍ ﺔﻌﻤﺎﺠ ،

ﻡﺎﻤﺩﻟﺍ

Evaluating Electronic Services on Provincial Municipalities Web Sites in Saudi Arabia

Abstract

The aim of this paper is to evaluate the electronic services on the municipality web sites. This aim will be delivered through exploring the international experience in evaluating the level of electronic services of municipalities' services, by discussing the indicators used to evaluate such services, and by proposing the appropriate methodology to evaluate the electronic services of municipalities reflecting the nature of municipalities' responsibilities in Saudi Arabia. The paper concludes that the nature of electronic services in municipalities' web sites is still in the stage of providing information about how to get the services more than delivering services through their web sites.

ﻴ ﻑﺩﻬ ﺙﺤﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤ ﻡﻴﻴﻘﺘ ﻰﻟﺇ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺎﻨﻤ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻕﻁ

. ﺍﺫﻫ ﻡﺘﻴ ﻥـﻤ

لﻼﺨ ﺍ ﺏﺭﺎﺠﺘﻟﺍ ﻙﻠﺘ ﻥﻤ ﺱﻭﺭﺩﻟﺍ ﺹﻼﺨﺘﺴﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘ لﺎﺠﻤ ﻲﻓ ﺔﻴﻟﻭﺩﻟﺍ ﺏﺭﺎﺠﺘﻟﺍ ﺽﺍﺭﻌﺘﺴ ،

ﻭ ﻑﺭـﻌﺘﻟﺍ

ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﻴﻴﺎﻌﻤﻟﺍ ﻰﻠﻋ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤﻟﺍ ﻰﻠﻋ ،

ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘﻟ ﺔﻤﺌﻼﻤﻟﺍ ﺔﻴﺠﻬﻨﻤﻟﺍ ﺡﺍﺭﺘﻗﺍﻭ

ﻨﺎﻤﺃ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻕﺎﻁﻨ ﻊﻤ ﻡﺌﻼﺘﻴ ﺎﻤﺒ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎ .

ﻰـﻟﺍ ﺔﺴﺍﺭﺩﻟﺍ ﺹﻠﺨﺘ

ﺃ ﺎﻬﻴﻠﻋ ﺏﻠﻐﻴ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﺔﻌﻴﺒﻁ ﻥ ﻊﺒﺎﻁ

ﺔﻤﻭﻠﻌﻤﻟﺍ ﻡﻴﺩﻘﺘ ﺔﻤﺩﺨﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺔﻴﻔﻴﻜ ﻥﻋ

ﹰﻻﺩﺒ ﻋ ﻥ ،ﺔـﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ

ﺙﻴﺤ ﻲﻔﺘﻜﺘ ﺤﻟﺍ ﺔﻴﻔﻴﻜ ﻥﻋ ﺕﺎﻤﻭﻠﻌﻤ ﺭﺸﻨﺒ ﻊﻗﺍﻭﻤﻟﺍ ﻡﻅﻌﻤ ﻰﻠﻋ لﻭﺼ

ﺕﺎﻤﺩﺨﻟﺍ ﺃ ﻭ ﻟﺍ ﺭﺘ ﺍ ﺹﻴﺨ

، ﻡﻴﺩـﻘﺘﻟ ﻰﻌﺴﺘﻻﻭ ﻙـﻠﺘ

ﺕﺎﻤﺩﺨﻟﺍ ﹰﺎﻴﻟﺁ .

ﺔﺴﺭﻬﻔﻠﻟ ﺕﺎﻤﻠﻜ :

ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻊﻗﺍﻭﻤ ،ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ،ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ،

ﺕﻨﺭﺘﻨﻹﺍ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ، .

ﺔﻤﺩﻘﻤ ﹰﻻﻭﺤﺘ ﺎﻨﺘﺎﻌﻤﺘﺠﻤ ﺩﻬﺸﺘ ﻡﻫﺎﺴﺘ ﻲﺘﻟﺍ ﺔﺜﻴﺩﺤﻟﺍ ﺕﺎﻴﻨﻘﺘﻟﺍ ﻡﺍﺩﺨﺘﺴﻻ ﺔﻋﺭﺎﺴﺘﻤ ﺓﺭﻴﺘﻭﺒ

ﺩﺭـﻔﻟﺍ ﺔﻴﻫﺎﻓﺭ ﻲﻓ .

ﻡﺍﺩﺨﺘـﺴﺍ ﻲﺘﺄـﻴﻭ

ﺭﺜﺅﻤﻟﺍ ﺯﺭﺒﺃ ﺩﺤﺄﻜ ﻪﺘﺎﻴﻨﻘﺘﻭ ﻲﻟﻵﺍ ﺏﺴﺎﺤﻟﺍ ﺕﺍ

ﻹﺍ ﺔﺸﻴﻌﻤ ﻁﻤﻨ ﻲﻓ ﺭﻀﺎﺤﻟﺍ ﺎﻨﺘﻗﻭ ﻲﻓ ﻥﺎﺴﻨ

. ﺓﺭﻭﺜﻟ ﺔﺠﻴﺘﻨﻭ ﺕﻻﺎﺼﺘﻻﺍ

ﻲﺘﻟﺍ

ﺎﻴﻨﻘﺘﻟﺍ لﻼﺨ ﻥﻤ ﺭﺴﻴﺃﻭ لﻬﺴﺃ ﺔﻤﻭﻠﻌﻤﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺢﺒﺼﺃ ،ﻥﻫﺍﺭﻟﺍ ﺎﻨﺘﻗﻭ ﺯﻴﻤﺘ ﺔﺜﻴﺩﺤﻟﺍ ﺕ

. ﺫﺇ ﺭﻭﺩـﻘﻤ ﻲـﻓ ﺢﺒـﺼﺃ

ﺔﻓﺭﻏ ﻲﻓ ﻭﻫﻭ ﺹﺨﺸﻟﺍ ﻠﺠ

ﺴﻭ ﻪ ﻪﻟﺯﻨﻤﺒ ﻊﻗﺍﻭﻤ ﺢﻔﺼﺘ ﺕﻨﺭﺘﻨﻹﺍ

ﻥﻤ لﻜ ﺩﺤﺍﻭ ﺕﻗﻭ ﻲﻓﻭ ﺕﺍﺭﺎﻘﻟﺍ .

ﻥـﻤ ﺩـﻴﺩﻌﻟﺍ ﻙﺎﻨﻫﻭ

ﻩﺫﻫ ﻥﻤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻊﻤﺘﺠﻤ ﻰﻟﺍ ﻱﺩﻭﻌﺴﻟﺍ ﻊﻤﺘﺠﻤﻟﺍ لﻭﺤﺘ ﻯﺩﻤ ﻰﻠﻋ لﺩﺘ ﻲﺘﻟﺍ ﺕﺍﺭﺸﺅﻤﻟﺍ ﺔـﻤﺩﺨ ﺭـﺸﺅﻤ ﺕﺍﺭـﺸﺅﻤﻟﺍ

ﺕﻨﺭﺘﻨﻹﺍ ﺔﺒﺴﻨ ﺕﻐﻠﺒ ﺙﻴﺤ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ

ﺍ ﺔﻤﺩﺨﻟﺍ ﺭﺎﺸﺘﻨ ١٣

% ﻡﺎﻋ ٢٠٠٦ ،ﻡ ﻭ ﺸﺘﻨﺍ ﺭ ﺕ ﺎـﺴﺘﻤ لﻜﺸﺒ ﺔﻤﺩﺨﻟﺍ لﻼـﺨ ﻉﺭ

ﻟﺍ ﺕﺍﻭﻨﺴ ﻊﺒﺭﻷﺍ ﺔﻴﻀﺎﻤﻟﺍ . ﻡﺎﻋ ﻲﻔﻓ ٢٠٠٢ ﻡ ﺭﺎﺸﺘﻨﺍ ﺔﺒﺴﻨ ﺕﻨﺎﻜ ﺕﻨﺭﺘﻨﻹﺍ

ﺯﻭﺎﺠﺘﺘﻻ ٦.٥

.%

ﻙﻟﺫﻜ ﻰـﻟﺇ ﺔﺒﺴﻨﻟﺎﺒ ﺭﻤﻷﺍ

ﺕﺒﺎﺜﻟﺍ ﻑﺘﺎﻬﻟﺍ ﺭﺎﺸﺘﻨﺍ ﺭﺸﺅﻤ لﺍﻭﺠﻟﺍﻭ

ﻡﺎﻌﻟ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ٢٠٠٦

ﻡ،

ﻐﻠﺒ ﺙﻴﺤ ﺭﺎـﺸﺘﻨﻻ ﺔﻴﻟﺎﻤﺠﻹﺍ ﺔﺒﺴﻨﻟﺍ ﺕ ﺎﻤﻫ

٨٨.٧٢

%

) ﺓﺭﺍﺯﻭ ﻊﻗﻭﻤ ﺕﻻﺎﺼﺘﻻﺍ

،ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ ٢٠٠٧

ﻡ ( .

(2)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

١٦

ﺩﻗﻭ ﺕﺯﻭﺎﺠﺘ ﺕﺎﻤﺍﺩﺨﺘﺴﺍ

ﺕﻨﺭﺘﻨﻹﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺔﻤﻭﻠﻌﻤﻟﺍ

ﺔـﻴﺘﻭﺒﻜﻨﻌﻟﺍ ﺔﻜﺒﺸﻟﺍ لﻼﺨ ﻥﻤ ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﻰﻟﺍ ﻪﻴﻓﺭﺘﻟﺍﻭ .

ﻙﻟﺫﻟ ﻪﺠﻴﺘﻨ ﺃ

ﺎﻬﺘﻟﻭ ﻭ ،ﺎﻬﻤﺎﻤﺘﻫﺍ ﺕﺎﻤﻭﻜﺤﻟﺍ ﺎﻬﻨﻤ

ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﺔﻤﻭﻜﺤ ﻲﺘﻟﺍ

ﻰـﻟﺍ ﺕـﻬﺒﻨﺘ ﺃ

ﺔـﻴﻤﻫ ﺍ لﻭـﺤﺘﻟ

ﺕﻼﻤﺎﻌﺘﻠﻟ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﹰﺎﻜﺍﺭﺩﺇ ﺎﻬﻨﻤ ﻪﻘﻘﺤﺘ ﺎﻤﻟ ﻼﻟ ﺓﺭﻴﺒﻜ ﺩﺌﺍﻭﻓ ﻥﻤ

ﺘﻗ ﻊﻓﺭ ﻭ ﻲﻨﻁﻭﻟﺍ ﺩﺎﺼ ﻰـﻀﺭ ﻕـﻴﻘﺤﺘﻭ ﺀﺍﺩﻷﺍ ﺓﺀﺎﻔﻜ

ﺕﺎﻤﺩﺨﻟﺍ ﻥﻤ ﻥﻴﺩﻴﻔﺘﺴﻤﻟﺍ .

ﺭﺩﺼ ﺙﻴﺤ ﻡﻗﺭ ﻲﻤﺎﺴﻟﺍ ﺭﻤﻷﺍ

٧ / ﺏ / ٢٣١٨١ ﺦﻴﺭﺎﺘﺒ

١٠ / ٧ / ١٤٢٤ ـﻫ ﻊـﻀﻭ ﻥﻤـﻀﺘﻤﻟﺍ

ﺓﺭﺍﺯﻭ لﺒﻗ ﻥﻤ ﹰﺎﻴﻨﻭﺭﺘﻜﻟﺇ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﻼﻤﺎﻌﻤﻟﺍﻭ ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘﻟ ﺔﻁﺨ ﺕﻻﺎﺼﺘﻻﺍ

ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ .

ﺕﻓﺭﻋ ﺓﺭﺍﺯﻭ ﻻﺍ ﺕﻻﺎﺼﺘ ﺕﻼﻤﺎﻌﺘﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺎﻬﻨﺄﺒ ﺔﻴﻤﻭﻜﺤﻟﺍ

: ﻟ لﺎـﻌﻔﻟﺍ ﻲﻠﻤﺎﻜﺘﻟﺍ ﻡﺍﺩﺨﺘﺴﻻﺍ لـﻜ

ﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺕﺎﻴﻨﻘﺘ ﺕﻻﺎﺼﺘﻻﺍ

ﺔﻴﻟﺎﻋ ﺔﻗﺩﺒ ﺕﻼﻤﺎﻌﺘﻟﺍ لﻴﻬﺴﺘﻟ ، ﺎﻬﻌﻴﺭﺴﺘﻭ

ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻬﺠﻟﺍ لﺨﺍﺩ ﻨﻴﺒﻭ ،

ﻙـﻠﺘ ﻥﻴـﺒﻭ ﺎﻬ

لﺎﻤﻋﻷﺍ ﻉﺎﻁﻗﻭ ﺩﺍﺭﻓﻷﺎﺒ ﺎﻬﻁﺒﺭﺘ ﻲﺘﻟﺍ )

ﺓﺭﺍﺯﻭ ﻊﻗﻭﻤ ﺕﻻﺎﺼﺘﻻﺍ

ﻘﺘﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨ ،

٢٠٠٧ ﻡ (

ﺓﺭﺍﺯﻭ ﺕﻘﻠﻁﺃ ﺩﻗﻭ ﺍﺫﻫ ﺕﻻﺎﺼﺘﻻﺍ

ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ ﺕﻼﻤﺎﻌﺘﻟﺍ ﺞﻤﺎﻨﺭﺒ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻜﺭﺎﺸﻤﺒ

لﻜ ﻥﻤ : ،ﺔـﻴﻟﺎﻤﻟﺍ ﺓﺭﺍﺯﻭ

ﺔﺌﻴﻫﻭ ﺕﻻﺎﺼﺘﻻﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ

. ﺩﺩﺤ ﺕ ﻲﻓ ﺞﻤﺎﻨﺭﺒﻟﺍ ﺔﻴﺅﺭ ﺓﺭﺍﺯﻭﻟﺍ

"

ﺃ ﻊﻴﻤﺠﻟﺍ ﻥﻜﻤﺘﻴ ﻥ ﻊﻤ

ﻡﺎﻋ ﺔﻴﺎﻬﻨ ٢٠١٠

ﻥـﻤ ﻡ

ﺤﻟﺍ ﻥﻤ ﺕﻗﻭ ﻱﺃ ﻲﻓﻭ ﻥﺎﻜﻤ ﻱﺃ لﻼﺨ ﻥﻤ ﺔﻠﻬﺴﻭ ﺔﻠﻤﺎﻜﺘﻤ ﺔﻘﻴﺭﻁﺒ ﻡﺩﻘﺘﻭ ،ﻕﺍﺭ ﻯﻭﺘﺴﻤﺒ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻰﻠﻋ لﻭﺼ

لﺌﺎﺴﻭﻟﺍ ﻥﻤ ﺩﻴﺩﻌﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﻨﻤﻵﺍ ."

ﻑﺍﺩﻫﺃ ﺓﺭﺸﻋ ﺞﻤﺎﻨﺭﺒﻟﺍ ﺭﻜﺫﻭ ﺍ

ﺎﻬﻨﻤ ،ﺔﻴﺠﻴﺘﺍﺭﺘﺴ :

ﺔﻴﻟﺎﻌﻟﺍ ﺔﻴﻭﻟﻭﻷﺍ ﺕﺍﺫ ﺕﺎﻤﺩﺨﻟﺍ ﺭﻴﻓﻭﺘ • )

١٥٠ ﺔﻤﺩﺨ ( ﺓﺩﻭﺠﻟﺍ ﻥﻤ ﻕﺍﺭ ﻯﻭﺘﺴﻤﺒ ﹰﺎﻴﻨﻭﺭﺘﻜﻟﺇ .

لﻤﺎﻜﺘﻤ لﻜﺸﺒ ﺕﺎﻤﺩﺨ ﺭﻴﻓﻭﺘ • ﻥﺎﻤﻵﺍ ﻥﻤ لﺎﻋ ﻯﻭﺘﺴﻤ ﻰﻠﻋﻭ ﻥﻴﻤﺩﺨﺘﺴﻤﻠﻟ ﻁﺴﺒﻤﻭ

.

ﻰﻠﻋ ﻊﻴﻤﺠﻠﻟ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻰﻟﺍ لﻭﺼﻭﻟﺍ ﺔﺤﺎﺘﺇ • ﺭﺍﺩﻤ

ﺔﻜﻠﻤﻤﻟﺍ ﺝﺭﺎﺨﻭ لﺨﺍﺩ ﻥﺎﻜﻤ ﻱﺃ ﻲﻓ ﺔﻋﺎﺴﻟﺍ .

ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻤﺩﺨﻠﻟ ﻡﺍﺩﺨﺘﺴﺇ ﻯﻭﺘﺴﻤ ﻕﻴﻘﺤﺘ • ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﺒﺴﻨﺒ ٧٥ % ﻥﻴﻤﺩﺨﺘﺴﻤﻟﺍ ﻥﻤ .

ﺔﺒﺴﻨ ﻕﻴﻘﺤﺘ • ٨٠

% ﻹ ﺕﺎﻤﺩﺨﻟﺍ ﻥﻋ ﻥﻴﻤﺩﺨﺘﺴﻤﻟﺍ ﺀﺎﻀﺭ ﺘﻜﻟﻹﺍ

ﺔﻴﻨﻭﺭ .

ﻟﺍ ﻑﺍﺩﻫﻷﺍ ﻥﻤ ﺢﻀﺘﻴ ﻭ ﺡﻭﻤﻁ

ﻟﺍ ﺭﻴﺒﻜ ﺀﺎﻘﺘﺭﻼﻟ ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤﺒ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﻜﺒﺸ ﻰﻠﻋ ﺔﻤﺩﻘﻤﻟﺍ ﺕﻨﺭﺘﻨﻹﺍ

.

ﺔﺴﺍﺭﺩﻟﺍ ﻑﺍﺩﻫﺃ

ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤ ﻡﻴﻴﻘﺘ ﻰﻟﺍ ﺔﺴﺍﺭﺩﻟﺍ ﻑﺩﻬﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻲﻓ ﻊﻗﺍﻭﻤ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺎﺒ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ .

ﺘﺒ ﻡﺎﻤﺘﻫﻻﺍ ﻊﻤ ﺔﻨﻤﺍﺯﺘﻤ ﺔﻗﺭﻭﻟﺍ ﻩﺫﻫ ﻲﺘﺄﺘﻭ ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﻘﻴﺒﻁ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ

، ﻴﺤ ﺘ ﺙ ﺘﺴ ﻌ ﺔـﺒﺭﺠﺘ ﺽﺭ ﺕﺎـﻨﺎﻤﺃ

ﻡﻴﺩﻘﺘ ﻲﻓ ﻕﻁﺎﻨﻤﻟﺍ ﺘﺎﻤﺩﺨ

ﺎﻬ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺭﻭﻬﻤﺠﻠﻟ

. ﺔﻴﻟﺎﺘﻟﺍ ﺔﻴﺠﻬﻨﻤﻟﺍ لﻼﺨ ﻥﻤ ﻑﺩﻬﻟﺍ ﺍﺫﻫ ﻕﻴﻘﺤﺘ ﻰﻠﻋ ﺔﺴﺍﺭﺩﻟﺍ لﻤﻌﺘﺴﻭ :

ﺍ • ﺴﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘ لﺎﺠﻤ ﻲﻓ ﺔﻴﻟﻭﺩﻟﺍ ﺏﺭﺎﺠﺘﻟﺍ ﺽﺍﺭﻌﺘﺴ ﺘ

ﺏﺭﺎﺠﺘﻟﺍ ﻙﻠﺘ ﻥﻤ ﺱﻭﺭﺩﻟﺍ ﺹﻼﺨ ،

ﻑﺭﻌﺘﻟﺍﻭ

ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﻴﻴﺎﻌﻤﻟﺍ ﻰﻠﻋ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤﻟﺍ ﻰﻠﻋ .

ﺍ • ﺡﺍﺭﺘﻗ ﻕﺎـﻁﻨ ﻊـﻤ ﻡﺌﻼﺘﻴ ﺎﻤﺒ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘﻟ ﺔﻤﺌﻼﻤﻟﺍ ﺔﻴﺠﻬﻨﻤﻟﺍ

ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ .

ﺔﻴﺠﻬﻨﻤﻟﺍ ﻙﻠﺘ ﻰﻠﻋ ﹰﺍﺀﺎﻨﺒ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘ • .

(3)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

١٧

ﺕﺎﻴﺒﺩﻷﺍ ﺔﻌﺠﺍﺭﻤ

ﻴﻅﺤ ﺕﺎﻤﺩﺨﻟﺍ ﺕ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻰﻠﻋ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻲﻓ ﺍ

ﻡـﻜﺤﺒ ﺔـﻴﺒﺭﻐﻟﺍ لﻭﺩﻟﺍ ﻲﻓ ﻥﻴﺜﺤﺎﺒﻟﺍ ﻡﺎﻤﺘﻫ ﺭﻭـﻁﺘ

ﻡﺍﺩﺨﺘـﺴﺍ

ﺕﻨﺭﺘﻨﻹﺍ لﻭﺩﻟﺍ ﻙﻠﺘ ﻲﻓ

، ﺔـﻨﻴﻭﺭﺘﻜﻟﻹﺍ ﺕﺎﻤﺩـﺨﻟﺍ ﺭﻴﻓﻭﺘ لﻼﺨ ﻥﻤ ﺔﻴﻤﺩﺨﻟﺍ ﺕﺎﻬﺠﻟﺍ ﺓﺀﺎﻔﻜ ﻊﻓﺭ ﻰﻟﺍ ﺕﺎﻤﻭﻜﺤﻟﺍ ﻪﺠﻭﺘﻭ

ﺎﻬﻴﻨﻁﺍﻭﻤﻟ . ﻓ ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﺴﺍﺭﺩ ﺕﻨﺎﻜ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻓ ﻲ لﺤﻤ ﺔﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤﻟﺍ ﺍ

ﺔﻴﺒﻭﺭﻭﻷﺍ ﺓﺭﺎﻘﻟﺍ ﻲﻓ ﻥﻴﺜﺤﺎﺒﻟﺍ ﻡﺎﻤﺘﻫ

، ﺙـﻴﺤ

ﻹﺍ لﻭﺩﻠﻟ ﻥﺎﻜ ﺔﻴﻓﺎﻨﺩﻨﻜﺴ

ﺘﻠﻟ ﺔﺠﻴﺘﻨ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻲﻓ ﻕﺒﺴﻟﺍ ﺏﺼﻗ ﻡﺩﻘ

ﻲﻨﻘﺘﻟﺍ لﻭﺩﻟﺍ ﻙﻠﺘ ﻲﻓ .

ﻓ ﺱﻴـﻨﻨﻴﻟ ﺔـﺴﺍﺭﺩ ﺕﻀﺭﻌﺘﺴﺎ

ﻥﻭﺴﻨﻔﻴﺴﻭ )

Leenes and Svensson 2005 (

ﺔﻤﻭﻜﺤﻠﻟ ﻲﺨﻴﺭﺎﺘﻟﺍ ﺭﻭﻁﺘﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺭﻭﺍ ﻲﻓ ﺎﺒﻭ ) ﺍﺩـﻨﻟﻭﻫ ﻪـﻟﺎﺤﻜ

ﺔﻴﺴﺍﺭﺩ ( . ﺕﺃﺩﺒ ﺍ ﺍ ﻲﻓ ﻰﻟﻭﻷﺍ ﺔﻠﺤﺭﻤﻟ ﻨﻴﺴﻤﺨﻟ

ﻴ ﻵﺍ ﺕﺎﺒﺴﺎﺤﻟﺍ ﺕﻠﺨﺩ ﺎﻤﺩﻨﻋ ﺕﺎ ﻕﻭﺴﻟﺍ ﺔﻴﻟ

. ﺎﻬﻤﺍﺩﺨﺘﺴﺍ ﻥﺎﻜﻭ ﺭﺼﺤﻨﻴ

ﻰـﻠﻋ

ﻹﺍﻭ ﺏﺌﺍﺭﻀﻟﺍ ﻡﺎﺴﻗﺃ لﺜﻤ ﺓﺩﻘﻌﻤ ﺕﺎﻘﻴﺒﻁﺘ ﺎﻬﻴﺩﻟ ﻲﺘﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻲﻓﻭ ﻲﻨﻁﻭﻟﺍ ﻯﻭﺘﺴﻤﻟﺍ ﺀﺎﺼﺤ

. ﺕﺩﻬﺸ ﺔـﻴﻨﺎﺜﻟﺍ ﺔـﻠﺤﺭﻤﻟﺍ

ﺭﺎﺸﺘﻨﺍ ﹰﺍ ﻌﺴﻭﺘﻭ ﹰﺎ ﻠﺘﺨﻤ ﻲﻓ ﻲﻟﻵﺍ ﺏﺴﺎﺤﻟﺍ ﻡﺍﺩﺨﺘﺴﺍ ﻲﻓ ﺕﺎﻘﻴﺒﻁﺘﻟﺍﻭ ﺕﺎﻴﻭﺘﺴﻤﻟﺍ ﻑ

. ﺒ ﺔﻠﺤﺭﻤﻟﺍ ﻩﺫﻫ ﺕﺯﻴﻤﺘﻭ ﺈ

ﺕﺎـﻬﺠﻟﺍ ﺭﺍﺭﻗ

ﺒ ﺔﻴﻤﺩﺨﻟﺍ ﺄ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨ ﺕﺎﻘﻴﺒﻁﺘ ﻥ ﻥﻜﻤﻴ

ﺃ ﻡﺯﻠﺘـﺴﻴ ﺎـﻤ ﻭﻫ ﻭ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻬﺠﻠﻟ ﻲﻠﺨﺍﺩﻟﺍ ﺀﺍﺩﻷﺍ ﻥﻴﺴﺤﺘ ﻲﻓ ﻡﻫﺎﺴﺘ ﻥ

ﻟﺍ ﻭ ﻁﻴﻁﺨﺘ ﻟﺍ ﺔﻔﻠﺘﺨﻤﻟﺍ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻥﻴﺒ ﻕﻴﺴﻨﺘ .

ﺕﺭﺎﺸﺃ ﺔﺴﺍﺭﺩﻟﺍ ﻰﻟﺍ ﺃ ﺍﺩﻨﻟﻭﻫ ﻥ ﹰﺎﻴﻟﺎﺤ

ﻟﺍ ﺔـﻠﺤﺭﻤﻟﺍ ﻲﻓ ﻲـﺘﻟﺍ ﺔـﺜﻟﺎﺜ

ﺔﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﻰﻤﺴﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

) Electronic Services Delivery (

ﺍﻟ ﻲﻀﺎﻤﻟﺍ ﻥﺭﻘﻟﺍ ﻥﻤ ﺕﺎﻨﻴﻌﺴﺘﻟﺍ ﻲﻓ ﺕﺃﺩﺒ ﻲﺘ .

ﺯﻜﺭﺘ ﺔﻴﻨﻘﺘﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨ ﺕﺎﻘﻴﺒﻁﺘ ﻰﻠﻋ ﺔﻠﺤﺭﻤﻟﺍ ﻩﺫﻫ ﺕﻻﺎﺼﺘﻻﺍ

ﻁﻴﺤﻤ ﻲﻓ ﺃ

ﺔـﻤﻅﻨﻤﻟﺍ لـﺨﺍﺩ لﻤﻌﻟﺍ ﻡﻴﻅﻨﺘ ﻥﻤ ﺩﻌﺒ

ﺩﻘﻤﻟﺍ ﺔﻬﺠﻟﺍ ﻥﻴﺒ لﻤﺎﻜﺘﻟﺍﻭ ﻁﺒﺍﺭﺘﻟﺍ ﻕﻴﻘﺤﺘ ﻰﻟﺍ ﻥﻴﻨﻁﺍﻭﻤﻟﺍﻭ ﺔﻤﺩﺨﻠﻟ ﺔﻤ

. ﺔﺴﺍﺭﺩﻟﺍ ﺕﻨﻴﺒ ﻲﻫﻭ ﺔﻤﻬﻤ ﺔﻁﻘﻨ

ﺃ ﺔﻠﺤﺭﻤﻟﺍ ﺔﺒﺭﺠﺘ ﻥ

ﺔﺒﻌﺼ ﺕﻨﺎﻜ ﺔﺜﻟﺎﺜﻟﺍ ﻷ

ﺭﻴﻴﻐﺘ ﺏﻠﻁﺘﺘ ﺎﻬﻨ ﹰﺍ

ﺕـﺤﺒ ﻲﻨﻘﺘ ﻉﻭﺭﺸﻤ ﺎﻬﻨﺃ ﻥﻤ ﺭﺜﻜﺃ ﺔﻤﻅﻨﻤﻟﺍ لﻤﻋ ﺔﻌﻴﺒﻁ ﻲﻓ .

ﺙـﻴﺤ ﺱـﻤﻼﺘ

ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﺔﻌﻴﺒﻁ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻴـﺴﺎﺴﺤ ﺎـﻬﻟ ﺭﻭﻤﺄـﺒ ﻕـﻠﻌﺘﺘﻭ ﺔـﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﻑﻠﺨ ﻑﻘﻴ ﻱﺫﻟﺍ لﻤﻌﻟﺍ ﺱﻤﻼﺘ ﺎﻬﺘ

:

،ﺕﺎﻴﻟﻭﺌﺴﻤﻟﺍ ﻭ

،ﺕﺎﺒﺠﺍﻭﻟﺍ ﻭ

ﺎﻬﺘﺎﻴﺤﻼﺼﻭ ﺔﻁﻠﺴﻟﺍ .

ﻨﺎﻴﺤﺃ ﻰﻟﺇ ﺔﺠﺎﺤ ﻙﺎﻨﻫ ﹰﺎ ﺱﻤﺘ ﻲﻟﺎﺘﻟﺎﺒﻭ ﺭﺍﺭﻘﻟﺍ ﺫﺎﺨﺘﺍ ﺕﺍﻭﻁﺨ ﻲﻓ ﺭﻴﻴﻐﺘ

"

ﺹﺎﺨﺸﺃ ﻊﻗﺍﻭﻤ "

ﹺﺠﻭﻴ ﺎﻤﻤ ﻋﻭﻨ ﺩ ﹰﺎ ﺕﺍﺀﺍﺭﺠﻹﺍ ﻕﻴﺒﻁﺘ ﻲﻓ ﺔﻌﻨﺎﻤﻤﻟﺍ ﻥﻤ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

.

ﻥﻴﻟﻭ ﺯﻴﺭﻔﺠ ﺔﺴﺍﺭﺩ ﺕﻀﺭﻌﺘﺴﺍ (Jeffers and Lin 2006)

ﻊﻗﺍﻭﻤ ﺭﻭﺩ ﺕﻨﺭﺘﻨﻹﺍ

ﻠﺒﻠﻟ لﺼﺍﻭﺘﻠﻟ ﺔﻠﻴﺴﻭﻜ ﺕﺎﻴﺩ

ﻥﻴﻨﻁﺍﻭﻤﻟﺍ ﻊﻤ .

ﻯﻭﺘﺤﻤﻟﺍ لﻴﻠﺤﺘ ﺏﻭﻠﺴﺃ ﻰﻠﻋ ﺔﺴﺍﺭﺩﻟﺍ ﺕﺩﻤﺘﻋﺍ )

The context analysis method (

ﺔـﻴﻔﻴﻜ ﻡﻴـﻴﻘﺘﻟ

لﻼﺨ ﻥﻤ ﻥﻴﺭﺌﺍﺯﻟﺍﻭ ﻥﺎﻜﺴﻟﺍ ﻊﻤ لﺼﺍﻭﺘﻟﺍ ﺔﻴﻔﻴﻜﻭ ﺎﻬﺴﻔﻨ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻡﻴﺩﻘﺘ ﺕﻨﺭﺘﻨﻹﺍ

.

ﻑﺌﺎﻅﻭ ﻊﺒﺭﺃ ﺔﺴﺍﺭﺩﻟﺍ ﺕﻔﻨﺼﻭ ﻊﻗﺍﻭﻤﻟﺍ ﺀﺍﺩﺃ ﺱﺎﻴﻘﻟ ﺕﺍﺭﺸﺅﻤ ﺔﺴﺍﺭﺩﻟﺍ ﺕﻤﺩﺨﺘﺴﺍ ﻊﻗﻭﻤﻠﻟ

:

١ . ﺔﻌﺒﺎﺘﻤ ﺔﻔﻴﻅﻭ ﺔﺌﻴﺒﻟﺍ

) Surveillance of the environment :(

ﺭﺎـﺒﺨﺃ ،ﺔـﻨﻴﺩﻤﻟﺍ ﺔﻁـﺸﻨﺄﺒ ﻥﺎﻜﺴﻟﺍ ﻡﻼﻋﺇ

،ﺓﺩﻴﺩﺠﻟﺍ ﻊﻴﺭﺎﺸﻤﻟﺍ ﺇﻭ

ﺕﺍﺭﻴﺫﺤﺘﻟﺎﺒ ﻥﻴﻨﻁﺍﻭﻤﻟﺍ ﺭﺎﻌﺸ .

٢ . ﺔﻁﺸﻨﻷﺍ ﻥﻴﺒ ﻕﻴﺴﻨﺘﻟﺍ ﺔﻔﻴﻅﻭ :

ﺔﻴﻠﺤﻤﻟﺍ ﺕﺎﻬﺠﻟﺍ ﺕﺎﺴﺎﻴﺴ ﻲﻓ ﺭﻭﺩ ﻡﻬﻟ ﻥﻭﻜﻴ ﻥﺄﺒ ﻥﻴﻨﻁﺍﻭﻤﻠﻟ ﺡﺎﻤﺴﻟﺍ ﺎﻬﺠﻤﺍﺭﺒﻭ

،

ﻋ ﻥﻼﻋﻹﺍ لﺜﻤ ﺔﻴﻠﺤﻤﻟﺍ ﻥﺎﺠﻠﻟﺍ ﺎﻬﺒ ﻡﻭﻘﺘ ﻲﺘﻟﺍ ﺕﺎﻋﺎﻤﺘﺠﻻﺍ لﻴﺼﺎﻔﺘ ﻥ

٣ . ﺔﻴﻓﺎﻘﺜﻟﺍ ﺔﻔﻴﻅﻭﻟﺍ :

ﺕﺍﺩﺎـﻌﻟﺍ لـﺜﻤ ﺔـﻴﻓﺎﻘﺜﻟﺍ ﻲﺤﺍﻭﻨﻟﺎﺒ ﻑﻴﺭﻌﺘﻟﺍﻭ ﺔﻴﺨﻴﺭﺎﺘﻟﺍ ﻕﻁﺎﻨﻤﻟﺎﺒ ﺡﺎﻴﺴﻟﺍﻭ ﻥﺎﻜﺴﻟﺍ ﻑﻴﺭﻌﺘ

ﺔﻘﻁﻨﻤﻟﺍ ﻲﻓ ﺓﺭﺸﺘﻨﻤﻟﺍ ﺩﻴﻟﺎﻘﺘﻟﺍﻭ ٤ . ﺔﻴﻬﻴﻓﺭﺘﻟﺍ ﺔﻔﻴﻅﻭﻟﺍ :

ﺔﻨﻴﺩﻤﻟﺍ ﺕﺎﺒﺴﺎﻨﻤﻟ ﺭﻭﺼ ﺩﻭﺠﻭ ،ﺔﻴﻬﻴﻓﺭﺘﻟﺍ ﺔﻁﺸﻨﻷﺍ لﻭﺩﺠ .

ﺕﺭﺎﺸﺃ ﺍﺭﺩ ﺱﻨﻟﻭ ﻥﺴﻨﺠ ﺔﺴ )

2004 Ølnes

Jansen and (

ﺭﻴﻴﺎـﻌﻤ ﺩـﻴﺩﺤﺘ ﺔﻠﻜﺸﻤ ﻰﻟﺍ ﻟ

ﻊـﻗﺍﻭﻤﻟﺍ ﻡﻴـﻴﻘﺘ

ﺔﻓﺎﻜ ﺔﻴﻤﻭﻜﺤﻟﺍ .

ﺙﻴﺤ ﺃ

ﺔـﻤﻅﻨﻤﻠﻟ ﻱﺭﺍﺩﻹﺍ ﺏـﻴﻜﺭﺘﻟﺍﻭ ﺔﻤﺩﻘﻤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻲﻓ ﻑﻼﺘﺨﻻﺍ ﺱﻜﻌﻴ ﻥﺍ ﺏﺠﻴ ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘ ﻥ .

(4)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

١٨

ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘ ﻥﺍ ﺔﺴﺍﺭﺩﻟﺍ ﺕﺭﻜﺫ ﻴ ﺩﻗ

ﻟﻭﺌﺴﻤﻟﺍ ﻪﺒ ﻡﻭﻘﻴ ﻲﻠﺨﺍﺩ ﻡﻴﻴﻘﺘ لﻼﺨ ﻥﻤ ﻡ ﻭ

ﻟﺍ ﻥﻋ ﻥ ، ﻊﻗﻭﻤ ﻭﺃ ﻥـﻤ ﺀﺍﺭـﺒﺨ ﻡﻴـﻴﻘﺘ

ﺨ ﻥﻤ ﻭﺃ ،ﻥﻴﺒﺭﺩﻤﻟﺍ ﺹﺎﺨﺸﻷﺍ ﻡﺘﻴ ﺙﻴﺤ ﻥﻴﻤﺩﺨﺘﺴﻤﻠﻟ ﺢﺴﻤ لﻼ

ﻰﻠﻋ ﻑﺭﻌﺘﻟﺍ ﺁ

ﻊﻗﺍﻭﻤﻟﺍ لﻭﺤ ﻡﻬﺌﺍﺭ .

ﻥﺍ ﺔـﺴﺍﺭﺩﻟﺍ ﺕﻨﻴﺒ

لﺎﺠﻤ ﻥﻤ ﺭﺜﻜﺃ ﻲﻓ ﻥﺎﻜﺴﻟﺍ ﺕﺎﺠﺎﻴﺘﺤﺍ ﺔﻤﺩﺨﻟ ﻲﻫ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤ :

ﻥﻴﻨﻁﺍﻭﻤﻠﻟ ﺕﺎﻤﺩﺨﻟﺍ ﺭﻴﻓﻭﺘ • ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺍﻭ ﺔﻴﺴﺎﻴﺴﻟﺍ ﺔﻔﻴﻅﻭﻟﺍ • :

ﺠﺸﺘﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺭﻴﻓﻭﺘ ﻁﺍﻭﻤﻟﺍ ﻥﻴﺒ لﺼﺍﻭﺘﻟﺍ ﻊﻴ

ﻨ ﻥﻴﻴﺴﺎﻴﺴﻟﺍﻭ ﻥﻴﻤﺘﻬﻤﻟﺍ ﻥﻴ .

ﻻﺍ ﺓﺀﺎﻔﻜ ﺓﺩﺎﻴﺯ • ﺹﺎﺨﻟﺍ ﻉﺎﻁﻘﻟﺍ ﻊﻤ لﻋﺎﻔﺘﻟﺍﻭ لﺎﺼﺘ

ﺕﺎﻴﺩﻠﺒﻠﻟ ﺔﻴﺭﺍﺩﻹﺍ ﺕﺎﺠﺎﻴﺘﺤﻻﺍ ﺀﺎﻔﻴﺘﺴﺍ • ﺕﺎﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘ لﻼﺨ ﻥﻤ ﺔﺴﺍﺭﺩﻟﺍ ﺕﺼﻠﺨ ﻙﺭﺎﻤﻨﺩﻟﺍ ﻲﻓ

ﺃ ﺭﻴﻓﻭـﺘ ﻭـﻫ ﻊـﻗﺍﻭﻤﻟﺍ ﻲـﻓ ﺏﻟﺎﻐﻟﺍ ﻡﺍﺩﺨﺘﺴﻷﺍ ﻥ

ﺎﻤﻨﻴﺒ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺕﻨﺎﻜ

لﻋﺎﻔﺘﻟﺍ ﺔﻴﻠﻤﻋ لﻗﺃ لﻜﺸﺒ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ لﺩﺎﺒﺘﻭ

.

ﺸﻗﺎﻨ ﺔﺴﺍﺭﺩ ﺕ ﺱﻴﺭﺒ

) Preece 2002 (

ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘﻟ ﺔﻔﻠﺘﺨﻤﻟﺍ ﻕﺭﻁﻟﺍ ﺕﺭﺎﺸﺃﻭ

ﻰﻟﺍ ﻲﻟﺎﺘﻟﺍ ﻑﻴﻨﺼﺘﻟﺍ :

١ . ﺔﻘﻴﻗﺩ ﺭﻴﻏﻭ ﺔﻌﻴﺭﺴ ﺔﻘﻴﺭﻁ )

Quick and dirty :(

ﻥﻤ ﻲﺠﻬﻨﻤ ﺭﻴﻏﻭ ﻊﻴﺭﺴ ﻡﻴﻴﻘﺘ ﺀﻼﻤﺯـﻟﺍﻭ ﻥﻴﻤﺩﺨﺘـﺴﻤﻟﺍ

ﻥﻴﺭﺨﺁﻭ .

٢ . ﺍ ﻻﺍ ﺔﻟﻭﻬﺴ ﺭﺎﺒﺘﺨ ﻡﺍﺩﺨﺘﺴ

) Usability :(

ﺴﻤﻟﺍ لﺍﺅﺴ ﻻﺍ ﺩﻨﻋ ﻡﻬﺘﺒﻗﺍﺭﻤﻭ ﺩﺩﺤﻤ ﻥﺎﻜﻤ ﻲﻓ ﻥﻴﻤﺩﺨﺘ

ﻡﺍﺩﺨﺘﺴ

٣ . ﺔﻴﻨﺍﺩﻴﻤﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ :

ﺔﻤﺎﻋ ﻥﻜﺎﻤﺃ ﻲﻓ ﻥﻴﻤﺩﺨﺘﺴﻤﻟﺍ ﻊﻤ ﻯﺭﺠﺘ ﻲﺘﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ

٤ . ﺀﺍﺭﺒﺨﻟﺍ ﻡﻴﻴﻘﺘ )

Predictive evaluation (

ﺔﻴﻠﻤﻌﻟﺍ ﺹﺨﺸﻟﺍ ﺓﺭﺒﺨ ﻰﻠﻋ ﺀﺎﻨﺒ ﻡﻴﻴﻘﺘﻟﺍ .

ﻥﺃ ﺔﺴﺍﺭﺩﻟﺍ ﺕﻨﻴﺒ ﻁﺘ

لﺤﺍﺭﻤ ﻊﺒﺭﺍ ﻲﻓ ﺭﻤﻴ ﻊﻗﻭﻤﻟﺍ ﺭﻭ ﻥﻤ

ﺔﻤﻭﻠﻌﻤﻟﺍ ﺭﻴﻓﻭﺘ

، ﺜ ﻥﻤﻭ ﻥـﻤ ﺕﺎـﻤﻭﻠﻌﻤﻟﺍ لﺩﺎـﺒﺘ ﻡ

،ﺩﺤﺍﻭ ﻑﺭﻁ ﻭ

ﻭ ،ﻥﻴﻓﺭﻁﻟﺍ ﻥﻤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ لﺩﺎﺒﺘ ﺃ

ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﺔﻠﻤﺎﻜ ﺕﻼﻤﺎﻌﻤﻟﺎﺒ ﻡﺎﻴﻘﻟﺍ ﹰﺍﺭﻴﺨ .

) ﻟﺍ لﻜﺸ ١ (

ﻨﺎﺜﻟﺍ ﺔﻠﺤﺭﻤﻟﺍ

ﺔﻴ

ﻰﻟﻭﻷﺍ ﺔﻠﺤﺭﻤﻟﺍ ﺔﺜﻟﺎﺜﻟﺍ ﺔﻠﺤﺭﻤﻟﺍ ﺔﻌﺒﺍﺭﻟﺍ ﺔﻠﺤﺭﻤﻟﺍ تﺎﻣﻮﻠﻌﻤﻟا ﺮﻓﻮﺗ

تﺎﻣﻮﻠﻌﻤﻟا لدﺎﺒﺗ

ﺪﺣاو هﺎﺠﺗا ﻲﻓ

تﺎﻣﻮﻠﻌﻤﻟا لدﺎﺒﺗ

ﻦﯿھﺎﺠﺗا ﻲﻓ

تاءاﺮﺟﻹا ﻞﻣﺎﻛ ءﺎﮭﻧإ

ًﺎﯿﻧوﺮﺘﻜﻟإ ﺕﺎﻤﺩﺨﻟﺍ ﺭﻭﻁﺘ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻡﻗﺭ لﻜﺸ ١

: ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺭﻭﻁﺘ ) .

Preece 2002 (

(5)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

١٩

ﻕﻔﺘﺃ ﺎﻤ ﻭﻫﻭ ﻪﻌﻤ

ﻭﻜﺎﺴ ﻴ ﺯ ) Sakowicz 2004 (

ﺔﻤﻭﻜﺤﻟﺍ ﻡﻴﻴﻘﺘ ﻕﺭﻁ ﻥﻋ ﻪﺘﺴﺍﺭﺩ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

، ﺭﻜﺫ ﺙﻴﺤ ﻥﺍ

ﺔﻤﻭﻜﺤﻟﺍ ﻟﻹﺍ ﺔﻴﻨﻭﺭﺘﻜ ﺔﻌﺒﺭﺃ لﺤﺍﺭﻤ ﻲﻓ ﺭﻭﻁﺘﺘ :

ﺔﻜﺒﺸ ﻰﻠﻋ ﺔﻤﻭﻠﻌﻤﻟﺍ ﺭﻓﻭﺘ • ﺕﻨﺭﺘﻨﻹﺍ

ﺩﺤﺍﻭ ﻑﺭﻁ ﻥﻤ ﺔﻤﻭﻠﻌﻤﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ • )

One way interaction (

ﻥﻴﺘﻬﺠ ﻥﻤ لﻋﺎﻔﺘﻭ لﺩﺎﺒﺘ • )

Two way interaction (

ﻲﻓ ﺎﻤﺒ ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ لﻤﺎﻜ لﻤﺎﻌﺘ • ﻙﻟﺫ

لﺎﺴﺭﻹﺍﻭ ﻊﻓﺩﻟﺍ

ﺔﺴﺍﺭﺩﻟﺍ ﺕﺭﺎﺸﺃ ﻥﺃ ﻰﻟﺇ

ﻗﺭﻁ ﻙﺎﻨﻫ ﹰﺎ

ﻘﺘﻟ ﺔﻔﻠﺘﺨﻤ ﺔﻤﻭﻜﺤﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ ﺭﻭﻁﺘ ﻡﻴﻴ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ .

ﺓﺩﺎـﻋ ﻡﻴﻴﻘﺘﻟﺍ ﺔﻴﻠﻤﻋ ﻡﺘﺘﻭ

ﻊﻗﻭﻤﻟﺍ ﺕﺎﻴﻭﺘﺤﻤ لﻴﻠﺤﺘﻜ ﺔﻔﻠﺘﺨﻤ لﺌﺎﺴﻭ ﻥﻴﺒ ﺝﺯﻤﻟﺎﺒ ،

ﻭﺃ ،ﻥﺎﻴﺒﺘﺴﺍ ﻊﻴﺯﻭﺘ ﺇ ﻭﺃ

ﺔﻴﺼﺨﺸ ﺕﻼﺒﺎﻘﻤ ﺀﺍﺭﺠ .

ﺯﻴﻭﻜﺎـﺴ ﺩـﻜﺃ

ﺔﻠﻜﺸﻤ ﺩﻭﺠﻭ ﻲﻓ لﺜﻤﺘﺘ

ﺏﺎﺤﺼﺃ ﻥﺃ ﺔﻘﺒﺎﺴﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ ﻲﻓ ﻥﻴﺜﺤﺎﺒﻟﺍﻭ ﺭﺍﺭﻘﻟﺍ

ﺍ ﺕﺎﻤﺩـﺨﻟﺍ ﺭﻓﻭـﺘﺒ ﺍﻭـﻤﺘﻫ ﺭﺘﻜﻟﻹﺍ

ﺔـﻴﻨﻭ

،

ﻭﺭﺒﺘﻌﻴﻭ ﻥ ﺔﻜﺭﺎﺸﻤﻟﺍ )

Participation (

ﺔﻴﺭﻭﺭﻀ ﺭﻴﻏ ﺔﻴﻓﺎﻀﺇ ﺔﻔﻠﻜﺘ .

ﻰﻠﻋ ﺔﺴﺍﺭﺩﻟﺍ ﺕﺩﻜﺃ ﺃ

ﻪﻨ لـﻀﻓﺃ ﻡـﻬﻓ لﺠﺃ ﻥﻤ

ﺔﻤﻭﻜﺤﻠﻟ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻴﻨﻘﺘﻟﺍ ﻰﻠﻋ لﻗﺃ لﻜﺸﺒﻭ ﺭﺜﻜﺃ ﻥﻴﺩﻴﻔﺘﺴﻤﻟﺍ ﺔﺠﺎﺤ ﻰﻠﻋ ﺯﻴﻜﺭﺘﻟﺍ ﻲﻐﺒﻨﻴ

. ﺔﺴﺍﺭﺩﻟﺍ ﺕﺭﺎﺸﺃ ﺇ

ﻰﻟ ﺃ ﻙﺎﻨﻫ ﻥ

ﺃ ﻌﺒﺭ ﺔ ﺃ ﻪﺠﻭ ) Dimension (

ﺔﻤﻭﻜﺤﻠﻟ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ :

ﺍ • ﺕﺎﻤﺩﺨﻟ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ )

e-services :(

ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﻥﻴﻤﺩﺨﺘﺴﻤﻠﻟ ﺎﻬﻤﻴﺩﻘﺘ ﻡﺘﻴ ﻲﺘﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ )

،ﺕﺎـﻤﻭﻠﻌﻤ

لﻴﻤﺤﺘﻠﻟ ﺕﺎﻔﻠﻤ (

ﺓﺭﺍﺩﻹﺍ • ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ )

e-management :(

ﺓﺭﺍﺩﻹﺍ ﺯﻜﺭﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻡﻋﺩ ﻰﻠﻋ ﺭﺸﺎﺒﻤ ﺭﻴﻏ

ﻲﻓ ﺓﺭﺍﺩﻹﺍ ﻡﺎﻅﻨﻟ

،ﺕﺎﻤﻭﻠﻌﻤﻟﺍﻭ ﺕﺎﻨﺎﻴﺒﻟﺍ ﺓﺭﺍﺩﺇ لﻤﺸﻴ ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻭ

ﻴﺼ ﺕﻼﺠﺴﻟﺍ ﺔﻨﺎ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻥﻴـﺒ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ لﺩﺎﺒﺘﻭ

ﺔﻬﺠﻟﺍ ﻲﻓ ﺔﻔﻠﺘﺨﻤﻟﺍ ﻡﺎﺴﻗﻷﺍ ﺔﻴﻨﻌﻤﻟﺍ

.

ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺍ • ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

: ﻊـﻤ لـﺼﺍﻭﺘﻟﺍ ﻲـﻓ ﺓﺩﻋﺎـﺴﻤﻟﺍ لﻼﺨ ﻥﻤ ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺍ ﺔﻴﻠﻤﻌﻟﺍ ﺯﻴﻔﺤﺘﻟ ﺔﻠﻋﺎﻓ ﺓﺍﺩﺄﻜ

ﺎﻬﻘﻴﺒﻁﺘ ﻲﻓ ﻊﻤﺘﺠﻤﻟﺍ ﺔﻜﺭﺎﺸﻤ لﻴﻌﻔﺘﻭ ﺕﺎﺴﺎﻴﺴﻟﺍ ﺡﺍﺭﺘﻗﺍﻭ ﺕﺎﻴﻭﻟﻭﻷﺍ ﺩﻴﺩﺤﺘﻟ ﺭﻭﻬﻤﺠﻟﺍ .

ﺎﺠﺘﻟﺍ • ﺓﺭ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ :

ﻊﻗﺍﻭﻤﻟﺍ لﻼﺨ ﻥﻤ لﺍﻭﻤﻷﺍﻭ ﻊﻠﺴﻟﺍ لﺩﺎﺒﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

، ﻭ ﻥـﻤ ﻡﻭـﺴﺭﻟﺍﻭ ﺏﺌﺍﺭـﻀﻟﺍ ﻊﻓﺩ

لﻼﺨ ﺕﻨﺭﺘﻨﻹﺍ .

ﻡﺩﺨﺘﺴﺍ ﺕﻨﺭﺘﻨﻹﺍ ﻊﻗﺍﻭﻤﻟ ﻪﻤﻴﻴﻘﺘ ﻲﻓ ﻷﺍ ﻉﻭﺭﺸﻤﻟﺍ

ﺔـﻴﻠﺤﻤﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘﻟ ﻲﺒﻭﺭﻭ KEeLAN

) Key

Elements of electronic Local Authorities Network (

ﺕﺍﺭﺎﺒﺘﻋﻻﺍ ﺔﻴﻟﺎﺘﻟﺍ

:

ﺏﻠﻁﻟﺍ • : ﻊﻗﺍﻭﻤ ﻲﻓ لﺼﺍﻭﺘﻟﺍ ﺏﻨﺎﺠ ﺔﻴﻁﻐﺘ ﺕﻨﺭﺘﻨﻹﺍ

ﺝﺫﺎﻤﻨﻟﺍﻭ ﺕﺎﻔﻠﻤﻠﻟ لﻴﻤﺤﺘﻟﺍﻭ لﻴﺯﻨﺘﻟﺍ ﺔﻴﻠﻤﻋ ﻡﻴﻴﻘﺘﻟ .

لﻤﺎﻌﺘﻟﺍ • ) Handling :(

ﻲﻁﻐﻴ ﺔﻟﺄﺴﻤ ﺔﻴﺠﺭﺎﺨﻟﺍ ﺕﺎﺒﻠﻁﻟﺍ ﻰﻠﻋ ﺩﺭﻟﺍ )

ﻰـﻠﻋ ﺩﺭـﻟﺍ ﻥـﻤﺯ لﺎـﺜﻤﻟﺍ لﻴﺒﺴ ﻰﻠﻋ

ﻻﺍ ،ﺕﺍﺭﺎﺴﻔﺘﺴ ﻭ

ﺩﺭﻟﺍ ﺔﻌﻴﺒﻁ (

ﺓﺩﻋﺎﺴﻤﻟﺍ • )

:(Help ﻲﻁﻐﺘ ﺔﻟﺄﺴﻤ ﻡﺩﻘﻤﻟﺍ ﻡﻋﺩﻟﺍ ﻊﻗﻭﻤﻟﺍ ﻲﻤﺩﺨﺘﺴﻤﻟ

.

ﻊﻗﻭﻤﻟﺍ ﺭﻬﻅﻤ • :

،ﻡﺩﺨﺘﺴﻤﻠﻟ ﻊﻗﻭﻤﻟﺍ ﺔﻬﺠﺍﻭ ﻭ

ﺔﻟﻭﻬﺴ ﺍ ﻡﺍﺩﺨﺘﺴ ﺍ ﻊﻗﻭﻤﻟ . ) KEeLAN, 2002 (

(6)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

٢٠

ﺎﻤﺃ ﺓﺩﺤﺘﻤﻟﺍ ﺕﺎﻴﻻﻭﻟﺍ ﻲﻓ ﺩﻘﻓ ،

ﺩﺒ ﺃ ﺕﺎﻤﻭﻜﺤﻟﺍ ﻡﻴﻴﻘﺘ ﺞﻤﺎﻨﺭﺒ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺕﺎﻴﺩﻠﺒﻟﺍ ﻲﻓ

) The Municipalities e-Government Assessment Project (MeGAP) (

ﻡﺎـﻋ ٢٠٠٠ ﺔـﻟﻭﺎﺤﻤ ﻲـﻓ ﻡ

ﺕﺎﻴﺩﻠﺒﻟﺍ ﺩﻭﻬﺠ ﻡﻴﻴﻘﺘﻟ ﺱﺎﺴﺃﻭ ﺓﺩﻋﺎﻗ ﺭﻴﻓﻭﺘﻟ ﻡﻴﺩﻘﺘ ﻲﻓ

ﺔﺼﺎﺨ ﺔﻴﻨﻭﺭﺘﻜﻟﺇ ﻊﻗﺍﻭﻤ ﺎﻬﺒ

.

ﹰﺍﺀﺎـﻨﺒ ﻊـﻗﺍﻭﻤﻟﺍ ﺞﻤﺎﻨﺭﺒﻟﺍ ﻡﻴﻘﻴ ﻰـﻠﻋ

ﺭﻴﻴﺎﻌﻤ ﺃ ﺕﺎﻋﻭﻤﺠﻤ ﻊﺒﺭﺃ ﻰﻟﺍ ﻡﺴﻘﻨﺘ ﺀﺍﺩ :

ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺭﻴﻓﻭﺘ • )

ﻰﻠﻋ ﺕﺎﻤﻭﻠﻌﻤ ﺩﻭﺠﻭ ﺕﻨﺭﺘﻨﻹﺍ

(

ﺔﻴﻓﺍﺭﻐﺠ ﺕﺎﻤﻭﻠﻌﻤ ﺩﻭﺠﻭﻭ ﺹﻴﺨﺍﺭﺘﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍﻭ لﻴﺠﺴﺘﻟﺍ ﺕﺎﻤﺩﺨ ﺩﻭﺠﻭ • )

(GIS

ﺓﺭﺎﺠﺘﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ • ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

) ﺔﻴﻟﺎﻤﻟﺍ ﺕﻼﻤﺎﻌﻤﻟﺍ ﺫﻴﻔﻨﺘ (

ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺍ • ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

) e-Democracy (

ﻲﻓ ﻊﻗﻭﻤﻟﺍ ﻱﺭﺌﺍﺯﻟ ﺔﺼﺭﻔﻟﺍ ﺔﺤﺎﺘﺇ ﺇ

ﻲـﻓ ﻡﻫﺭـﻅﻨ ﺔـﻬﺠﻭ ﺀﺍﺩﺒ

ﺵﺎﻘﻨﻠﻟ ﺔﺤﻭﺭﻁﻤﻟﺍ ﺎﻴﺎﻀﻘﻟﺍ .

ﻁﺎﻘﻨ ﻊﺒﺭﺃ ﻥﻤ ﺱﺎﻴﻘﻤ ﻡﺍﺩﺨﺘﺴﺎﺒ ﺭﺎﻴﻌﻤ لﻜ ﻡﻴﻴﻘﺘ ﻡﺘﻴﻭ :

،ﺓﺩﻭﺠﻭﻤ ﺔﻤﺩﺨﻟﺍ ﺕﻨﺎﻜ ﺍﺫﺍ ﺓﺩﺤﺍﻭ ﺔﻁﻘﻨ ﻭ

ﻁﻘﻨ ﻥﺎﺘ ﺇ ﺭﻓﻭـﺘ ﺍﺫ

،ﺔﻗﻼﻌﻟﺍ ﺕﺍﺫ ﺔﻬﺠﻟﺎﺒ لﺎﺼﺘﻹﺍ ﻥﺍﻭﻨﻋ ﻭ

ﻁﺎﻘﻨ ﺙﻼﺜ ﺇ

ﺍﺫ ﺃ ﻭ ،ﺔـﻗﻼﻌﻟﺍ ﺕﺍﺫ ﺝﺫﺎﻤﻨﻟﺍﻭ ﺕﺎﻔﻠﻤﻟﺍ لﻴﻤﺤﺘ ﺔﻴﺼﺎﺨ ﺕﺤﻴﺘ ﺃ

ﻊـﺒﺭ

ﻥﺎﻜ ﺍﺫﺍ ﻁﺎﻘﻨ ﻥﺎﻜﻤﻺﺒ

ﺇ ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﹰﺎﻴﻟﺁ ﺕﺎﻨﺎﻴﺒﻟﺍﻭ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ لﺩﺎﺒﺘ ﺀﺎﻬﻨ .

) Kaylor, 2005 (

ﻡﺎﻗ ﻲﻜﺴﻠﻴﻤﻭ ﺭﻟﺯﻭﻫ )

Hozler and Melitski, 2003 (

ﺎﺒ ﺔـﻤﻭﻜﺤﻟﺍ ﺕﺎـﻴﻨﺎﻜﻤﻻ ﺭﺎـﺒﺘﺨﺍﻭ ﺔﻨﺭﺎﻘﻤ ﺀﺍﺭﺠ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻲﺴﺭﺠﻭﻴﻨ ﺔﻴﻻﻭ ﻲﻓ ﺕﺎﻴﺩﻠﺒ ﺭﺸﻋ ﺭﺒﻜﺃ ﻲﻓ

. ﺔﺴﺍﺭﺩﻟﺍ ﺕﺭﺭﺒ ﻥﺩـﻤ ﺭـﺸﻋ ﺭـﺒﻜﺃ ﺭﺎﻴﺘﺨﺃ ﺏﺒﺴ

ﺒ ﺔـﻗﻼﻌﻟﺎ

ﺔﻤﻭﻜﺤﻟﺍ ﺭﻭﻁﺘﻭ ﻥﺎﻜﺴﻟﺍ ﺩﺩﻋ ﻥﻴﺒ ﺔﻀﺭﺘﻔﻤﻟﺍ ﺔﻴﺩﺭﻁﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻰﻠﻋ ﻲﻠﺤﻤﻟﺍ ﻯﻭﺘﺴﻤﻟﺍ .

ﺢﻀﻭﻴ ﻡﻗﺭ لﻭﺩﺠﻟﺍ ١

ﺔﻴﻔﻴﻜ

ﻴﻘﺘ ﻲﻓ ﻁﺎﻘﻨﻟﺍ ﺏﺎﺴﺘﺤﺍ ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴ

.

(7)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

٢١

ﻡﻗﺭ لﻭﺩﺠ ١

: ﺱﻴﻴﺎﻘﻤ ﻡﻴﻴﻘﺘ ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻲﺴﺭﺠﻭﻴﻨ ﺔﻴﻻﻭ ﻲﻓ ﺕﺎﻴﺩﻠﺒ ﺭﺸﻋ ﺭﺒﻜﺍ ﻲﻓ

ﺱﺎﻴﻘﻤﻟﺍ ﻑﻴﺼﻭﺘﻟﺍ

ﺭﻔﺼ ﺓﺩﻭﺠﻭﻤ ﺭﻴﻏ ﻉﻭﻀﻭﻤﻟﺍ لﻭﺤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ

١ ﺓﺩﻭﺠﻭﻤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ

٢ ﻊﻗﻭﻤﻟﺍ ﻥﻤ لﻴﺯﻨﺘﻠﻟ ﺔﻠﺒﺎﻗ ﺕﺎﻤﻭﻠﻌﻤ ﺩﻭﺠﻭ )

،ﺔﻴﺌﺭﻤ ﺕﺎﻔﻠﻤ ،ﺔﻴﺘﻭﺼ ﺕﺎﻔﻠﻤ ،ﺝﺫﺎﻤﻨ ﻭ

ﺩﺤﺍﻭ ﻑﺭﻁ ﻥﻤ لﺼﺍﻭﺘﻠﻟ ﻯﺭﺨﺃ لﺌﺎﺴﻭ (

٣ ﹰﺎﻴﻨﻭﺭﺘﻜﻟﺍ لﻤﺎﻜ لﻜﺸﺒ ﻡﺘﻴ لﺼﺍﻭﺘﻟﺍﻭ ﺕﺎﻴﻠﻤﻌﻟﺍﻭ ﺕﺎﻤﺩﺨﻟﺍ )

،ﻥﺎﻤﺘﻹﺍ ﺕﺎﻗﺎﻁﺒﺒ ﻊﻓﺩﻟﺍ

ﺎﻬﻴﻓ ﺙﺤﺒﻟﺍ ﻥﻜﻤﻴ ﺕﺎﻨﺎﻴﺒ ﺓﺩﻋﺎﻗ ،ﺹﻴﺨﺭﺘ ﻰﻠﻋ لﻭﺼﺤﻠﻟ ﻡﻴﺩﻘﺘﻟﺍ (

ﺭﺩﺼﻤﻟﺍ ) : Hozler and Melitski, 2003 (

ﺔﺴﺍﺭﺩﻟﺍ ﺕﺩﺠﻭ ﻥﺃ

ﻊﻗﺍﻭﻤﻟﺍ ﺔﻘﻴﺭﻁﺒ ﺔﻤﻤﺼﻤ ﺍ

ﺭﺘﺤ ﺍﻓﻴ ﻬﺴﻭ ﺔ ﻠﺔ ﺢﻔﺼﺘﻟﺍﻭ لﻭﺼﻭﻟﺍ .

ﺎﻤﻜ ﻰـﻟﺍ ﺔـﺴﺍﺭﺩﻟﺍ ﺕﻬﺒﻨ

ﺔﻴﻤﻫﺃ ﺍ ﺔﻴﻓﺍﺭﻐﺠﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨ لﺜﻤ ﺔﺜﻴﺩﺤﻟﺍ ﺔﻴﻨﻘﺘﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤ ﻥﻤﻀﺘﺘ ﻥ )

.(GIS ﺔـﺴﺍﺭﺩﻟﺍ ﺕـﺼﻠﺨ

ﺔﻴﺼﻭﺘﺒ ﺇ ﻰﻟ ﺃ ﺩﺒﻻ ﻪﻨ ﺃ ﺭﻅﻨﻴ ﻥ ﺓﺭﻭﺭﻀﻜ ﻊﻗﺍﻭﻤﻠﻟ ﺀﺍﺩﻷﺍ ﺓﺀﺎﻔﻜ ﻊﻓﺭﻟﻭ ،ﺔﻴﻤﺩﺨﻟﺍ ﺕﺎﻬﺠﻟﺍﻭ ﻥﻴﻨﻁﺍﻭﻤﻟﺍ ﻥﻴﺒ ﺯﺠﺍﻭﺤﻟﺍ ﺭﺴﻜﻟ

لﻴﺼﻭﺘ ﻲﻓ ﻟﺍ

ﺍ ﺔﻜﺭﺎﺸﻤ ﻊﻴﺠﺸﺘﻟ ﺓﺍﺩﺄﻜﻭ ،ﺔﻴﻤﻭﻜﺤﻟﺍ ﺕﺎﻤﺩﺨ ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺍ ﺔﻴﻠﻤﻌﻟﺍ ﻲﻓ ﻥﻴﻨﻁﺍﻭﻤﻟ

.

ﻊﻗﺍﻭﻤﻟﺍ ﻡﻴﻴﻘﺘ لﺎﺠﻤ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻲﻨﻁﻭﻟﺍ ﻯﻭﺘﺴﻤﻟﺍ ﻰﻠﻋ ﺔﻴﺩﻭﻌـﺴﻟﺍ ﺔـﻴﺒﺭﻌﻟﺍ ﺔـﻜﻠﻤﻤﻟﺍ ﻲﻓ

ﺓﺭﺍﺯﻭ ﺕـﻨﺒﺘ

ﺕﻻﺎﺼﺘﻻﺍ ﻊﻗﺍﻭﻤﻠﻟ ﻲﻤﻗﺭﻟﺍ ﺯﻴﻤﺘﻟﺍ ﺓﺯﺌﺎﺠ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺔﻴﻨﻘﺘﻭ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ

. ﻭ ﻡﺘﻴ ﻡﻴـﻴﻘﺘ ﺔﺤـﺸﺭﻤﻟﺍ لﺎـﻤﻋﻷﺍ

ﺭﻴﻴﺎﻌﻤ ﺓﺩﻋ ﻰﻠﻋ ﹰﺍﺀﺎﻨﺒ ﺓﺯﺌﺎﺠﻠﻟ :

ﺔﻟﺎﺼﻷﺍﻭ ﻕﻤﻌﻟﺍ ﺙﻴﺤ ﻥﻤ ﻪﺘﻴﻟﻭﻤﺸﻭ ﻯﻭﺘﺤﻤﻟﺍ ﺓﺩﻭﺠ • .

ﺔﻟﻭﻬﺴ • ﺍ ﻡﺍﺩﺨﺘﺴ ﻊﻗﻭﻤﻟﺍ ﻪﺤﻔﺼﺘﻭ .

ﺩﺨﺘﺴﻤﻟﺍ ﺔﻴﻨﻘﺘﻟﺍ • ﺔﻤ

) ﺔﻴﻓﺭﺤﻟﺍ ﺓﺩﻭﺠﻟﺍ (.

ﺔﻜﻠﻤﻤﻟﺍ ﻯﻭﺘﺴﻤ ﻰﻠﻋ ﺔﻴﺘﺎﻤﻭﻠﻌﻤﻟﺍ ﻊﻤﺘﺠﻤ ﺭﻴﻭﻁﺘ ﻲﻓ لﻤﻌﻟﺍ ﺔﻴﻤﻫﺃ • ﺔﻴﻠﻴـﺼﻔﺘﻟﺍ ﺭﻴﻴﺎـﻌﻤﻟﺍ ﺽﺍﺭﻌﺘﺴﺎﺒﻭ )

ﻭـﺠﺭﻟﺍ ﻥـﻜﻤﻴ

ﻲﻟﺎـﺘﻟﺍ ﻁﺒﺍﺭـﻟﺍ ﻰـﻠﻋ ﺓﺯﺌﺎـﺠﻟﺍ ﻊـﻗﻭﻤ ﻰـﻠﻋ ﺎـﻬﻟ ﻉ :

http://www.mcit.gov.sa/arabic/Raqmi/JudgingCriteria/

( ، ﻟﺍ ﺔﻴﻨﻘﺘﻟﺍ ﺔﻌﻴﺒﻁﻟﺍ ﻅﺤﻼﻴ ﺓﺩﻭـﺼﻘﻤ

ـﺒ ﻡﻴﻴﻘﺘﻟﺎ

) ﺓﺯﺌﺎﺠﻟﺍ ﺔﻴﺼﺼﺨﺘ ﻡﻜﺤﺒ (

لﺎﺜﻤﻟﺍ لﻴﺒﺴ ﻰﻠﻌﻓ ﻲﻁﻋُﺃ

ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﺔﺼﺎﻘﻤﻭ ﻊﻓﺩ لﺌﺎﺴﻭ ﺭﻴﻓﻭﺘ ﺭﺎﻴﻌﻤ ﻥﺯﻭ )

ﺭـﺸﺅﻤ ﻭﻫﻭ

ﻤ ﺕﺎﻘﻴﺒﻁﺘ ﻲﻓ ﹰﺍﺩﺠ ﻡﻬ ﺔﻤﻭﻜﺤﻟﺍ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ (

ﺯﻭ ﻨﹰﺎ ﻴﻁﻘﻨ ﹰﺎ ﻊﻗﻭﻤﻟﺍ ﺕﺎﻴﻭﺘﺤﻤ ﻲﻓ ﺙﺤﺒ ﻙﺭﺤﻤ ﺩﻭﺠﻭ لﺩﺎﻌﻴ .

ﻰﻠﻋﻭ ﻟﺍ ﻡﻏﺭ

ﻥﻤ ﻴﻁﻘﻨ ﻥﺯﻭ ﻰﻟﺍ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﻴﻴﺎﻌﻤﻟﺍ لﻴﻭﺤﺘ ﻲﻓ لﺫﺒ ﻱﺫﻟﺍ ﺩﻬﺠﻟﺍ ﺱﺎﻴﻗ ﺏﻌﺼﻴ ﻥ

ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﻴﻴﺎﻌﻤﻟﺍ ﺽﻌﺒ ﺱﺎـﻴﻘﻤﺒ

ﻲﻤﻜ ) ﺱﺎﻴﻗ لﺎﺜﻤﻟﺍ لﻴﺒﺴ ﻰﻠﻋ

"

ﻬﻤﺠﻠﻟ ﺩﻬﺠﻟﺍﻭ ﺕﻗﻭﻟﺍ ﺭﻴﻓﻭﺘ ﻲﻓ ﻊﻗﻭﻤﻟﺍ ﺔﻤﻫﺎﺴﻤ ﻯﺩﻤ ﺭﻭ

"

.(

ﻥﻤ لﻼﺨ ﺔﻘﺒﺎﺴﻟﺍ ﺕﺎﺴﺍﺭﺩﻟﺍ

، ﻻﺍ ﺢﻀﺘﻴ ﺕﺎﻤﺩﺨﻟﺍ ﻕﻴﺒﻁﺘ لﻴﻌﻔﺘﺒ ﻡﺎﻤﺘﻫ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

لﻭﺩـﻟﺍ ﻲـﻓ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ

ﺔﻴﺒﺭﻐﻟﺍ . ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻟﺎﻌﻓ ﻡﻴﻴﻘﺘ لﻭﺎﺤﺘ ﻲﺘﻟﺍ ﻲﻨﻁﻭﻟﺍ ﻯﻭﺘﺴﻤﻟﺍ ﻰﻠﻋ ﺕﺎﺴﺍﺭﺩﻟﺍ ﺏﺎﻴﻏ ﻅﺤﻼﻴﻭ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺕﺎـﻬﺠﻟﺍ ﻲـﻓ

ﹰﺎﻤﻭﻤﻋ ﺔﻴﻤﺩﺨﻟﺍ

، ﹰﺎﺼﻭﺼﺨ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻬﺠﻟﺍﻭ .

ﺯﺭﺒﺘﻭ ﺃ ﻩﺫﻫ ﺔﻴﻤﻫ ﺔﺴﺍﺭﺩﻟﺍ

ﺎﻬﻘﻴﻘﺤﺘ ﻲﻓ ﺏﺼﻓ

ﻕﺒﺴﻟﺍ ﻡﻴـﻴﻘﺘ لﺎـﺠﻤ ﻲـﻓ

ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻕﻁﺎﻨﻤ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻤﺩﻘﻤﻟﺍ

.

(8)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

٢٢

ﺔﺴﺍﺭﺩﻟﺍ ﻊﻤﺘﺠﻤ

ﺔﻴﻭﺭﻘﻟﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻥﻭﺌﺸﻟﺍ ﺓﺭﺍﺯﻭ ﻑﻴﻨﺼﺘ ﻕﻓﻭ )

ﻡﻗﺭ لﻭﺩﺠ ٢

(

، ﺕﺎﻴﻭﺘـﺴﻤ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻓ ﺩﺠﻭﻴ

ﺍ ﺕﺎﻬﺠﻟﺍ ﻥﻤ ﺔﻔﻠﺘﺨﻤ ﺔﺒﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻠﻟ ﺔﻤﺩﻘﻤﻟ

: ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ،

ﻭ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻭ ﺔﻴﻭﺭﻘﻟﺍ ﺕﺎﻌﻤﺠﻤﻟﺍ .

لﻭﺩﺠ ٢ : ﺔﻴﻭﺭﻘﻟﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻥﻭﺌﺸﻟﺍ ﺓﺭﺍﺯﻭﻟ ﺔﻌﺒﺎﺘﻟﺍ ﺕﺎﻬﺠﻟﺍ ﺔﻴﺭﺍﺩﻹﺍ ﻕﻁﺎﻨﻤﻟﺍ ﺏﺴﺤ ﺔﻋﺯﻭﻤ

.

ﺔﻘﻁﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﻷﺍ

ﺕﺎﻴﺩﻠﺒﻟﺍ

ﺔﻴﻭﺭﻘﻟﺍ ﺕﺎﻌﻤﺠﻤﻟﺍ

ﻲﻟﺎﻤﺠﻹﺍ

ﺽﺎﻴﺭﻟﺍ ١

٣٢

٥

٣٨

ﺔﻤﺭﻜﻤﻟﺍ ﺔﻜﻤ

٢ ١٠

٤

١٦

ﻤﻟﺍ ﺔﻨﻴﺩﻤﻟﺍ ﺓﺭﻭﻨ

١ ٦

٤

١١

ﺔﻴﻗﺭﺸﻟﺍ ١

٧

٧

١٥

ﻡﻴﺼﻘﻟﺍ ١

١٠

٨

١٩

ﺭﻴﺴﻋ ١

١٣

٦

٢٠

لﺌﺎﺤ ١

٣

٩

١٣

ﺔﺤﺎﺒﻟﺍ ١

٣

٤

٨

ﻙﻭﺒﺘ ١

٥

٢

٨

ﻥﺍﺯﺎﺠ ١

٦

٨

١٥

ﻥﺍﺭﺠﻨ ١

١

٣

٥

ﻑﻭﺠﻟﺍ ١

٣

٢

٦

ﺔﻴﻟﺎﻤﺸﻟﺍ ﺩﻭﺩﺤﻟﺍ

١ ٢

٢

٥

ﻉﻭﻤﺠﻤﻟﺍ ١٤

١٠١

٦٤

١٧٩

ﺭﺩﺼﻤﻟ : ﺭﻘﻟﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻥﻭﺌﺸﻟﺍ ﺓﺭﺍﺯﻭ ﻊﻗﻭﻤ ﻰﻠﻋ ﺔﻴﻭ

ﺕﻨﺭﺘﻨﻹﺍ ، ٢٠٠٧ .

ﺩﻗﻭ ﺍ ﺔـﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻠﻟ ﺔﻤﺩﻘﻤﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻷﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻊﻗﺍﻭ لﻴﻠﺤﺘﻟ ﻊﻤﺘﺠﻤﻜ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﺕﺭﻴﺘﺨ

ﺜﻼﺜ ﻕﻓﻭ ﺔ ﺕﺭﺎﺒﺘﻋﺇ : ﹰﻻﻭﺃ : ﺍ ﺎﻤﺃ ﺝﺎﻴﺘﺤ ﻟﻹﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﻘﻴﺒﻁﺘﻟ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨ ﻻ ﺔﺠﻴﺘﻨ ﺔﻴﻨﻭﺭﺘﻜ

ﻥـﻤ ﻥﻴﺩﻴﻔﺘﺴﻤﻟﺍ ﺩﺩﻋ ﻉﺎﻔﺘﺭ

ﺍ ﺕﺎﺌﻔﻟﺎﺒ ﻪﻨﺭﺎﻘﻤ ﺎﻬﺘﺎﻤﺩﺨ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻬﺠﻟﺍ ﻥﻤ ﻯﺭﺨﻷ

. ﹰﺎﻴﻨﺎﺜ : ﺍ ﻕﻁﺎـﻨﻤﻟﺍ ﻯﻭﺘﺴﻤ ﻰﻠﻋ ﺕﺎﻨﺎﻤﻷﺍ ﺔﻤﺩﺨ ﻕﺎﻁﻨ ﻉﺎﺴﺘ

، ﺎـﻤﻤ

ﺎﻬﺘﺠﺎﺤ ﻥﻤ ﺩﻴﺯﻴ

،ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﻘﻴﺒﻁﺘﻟ ﺕﺎﻨﺎﻤﻷﺍ ﺭﺎﻘﻤ ﺓﺭﺎﻴﺯ ﺀﺎﻨﻋ ﻥﻋ ﻥﻴﺩﻴﻔﺘﺴﻤﻟﺍ ﻲﻨﻐﻴ ﺎﻤ ﻭﻫﻭ

. ﹰﺎﺜﻟﺎﺜ : ﺭﻓﻭﺘ

ﺎﻴﺭﻟﺍ ﺫﺨﺃ ﻰﻟﺍ ﺎﻬﻠﻫﺅﻴ ﺎﻤﻤ ﺕﺎﻨﺎﻤﻷﺍ ﻲﻓ ﺔﻴﺩﺎﻤﻟﺍ ﻭ ﺔﻴﺭﺸﺒﻟﺍ ﺕﺎﻴﻨﺎﻜﻤﻹﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ ﻲﻓ ﺓﺩ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ .

(9)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

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ﺔﺴﺍﺭﺩﻟﺍ ﺩﻭﺩﺤ

ﺔﻴﻋﻭﻀﻭﻤ ﺩﻭﺩﺤ ﺔﺴﺍﺭﺩﻠﻟ ﺩﺠﻭﺘ ﻭ

ﺔﻴﻨﺎﻤﺯﻭ ﺔﻴﻨﺎﻜﻤ .

ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘ ﻰﻠﻋ ﺭﺼﺘﻘﺘ ﺙﻴﺤ ﺔـﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺔـﻬﺠﻭﻤﻟﺍ

ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻕﻁﺎﻨﻤ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ ﺩﺍﺭﻓﻸﻟ .

ﻲﻓ ﺎﻫﺍﻭﺘﺤﻤ ﺏﺴﺤ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘ ﻡﺘ ﺩﻗﻭ ﺃ

ﻡﺎـﻴ ٥ -

٦ - ٧ ﺭﺨﻵﺍ ﻊﻴﺒﺭ ١٤٢٨

ﻕﻓﺍﻭﻤﻟﺍ ـﻫ ٢٢

- ٢٣ - ٢٤ لﻴﺭﺒﺃ ٢٠٠٧ ﻡ .

ﺔﺴﺍﺭﺩﻟﺍ ﺔﻴﺠﻬﻨﻤ

ﻷﺍ ﻲﻓ ﻪﻀﺍﺭﻌﺘﺴﺍ ﻕﺒﺴ ﺎﻤ ﻰﻠﻋ ﹰﺍﺀﺎﻨﺒ ﺕﺎﻴﺒﺩ

، ﻡﺩﺨﺘﺴﻴﺴ ﻯﻭﺘـﺴﻤ ﻰﻠﻋ ﻑﺭﻌﺘﻠﻟ ﻯﻭﺘﺤﻤﻟﺍ لﻴﻠﺤﺘ ﺏﻭﻠﺴﺃ ﺙﺤﺒﻟﺍ

ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻲﻓ ﺢﻀﺍﻭﻟﺍ ﻑﻼﺘﺨﻻﺍ ﺓﺎﻋﺍﺭﻤ ﻊﻤ ،ﺔﻜﻠﻤﻤﻟﺎﺒ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻤﺩﻘﻤﻟﺍ

ﺕﺎﻤﺩـﺨﻟﺍ ﺔﻌﻴﺒﻁ

ﺔﻴﺒﺭﻐﻟﺍ لﻭﺩﻟﺍﻭ ﺔﻜﻠﻤﻤﻟﺍ ﻥﻴﺒ ﺕﺎﻴﺩﻠﺒﻟﺍ ﻥﻤ ﺔﻤﺩﻘﻤﻟﺍ .

ﻁﻴـﻁﺨﺘﻟﺍ ﻰﻠﻋ ﺕﺎﻴﺩﻠﺒﻟﺍ ﺭﻭﺩ ﺭﺼﺘﻘﻴ ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺍ ﻲﻔﻓ

ﺔـﻤﺯﻼﻟﺍ ﺕﺎﻤﺩـﺨﻟﺍ ﺓﺭﺍﺩﺇﻭ ﺔﻴﺴﺎﺴﻷﺍ ﺕﺍﺯﻴﻬﺠﺘﻟﺍﻭ ﻕﺭﻁﻟﺍ ﺭﻴﻓﻭﺘﻭ ﺀﺎﻨﺒﻟﺍ ﺔﻴﻠﻤﻋ ﻡﻴﻅﻨﺘ ﺎﻬﻴﻓ ﺎﻤﺒ ﻯﺭﻘﻟﺍﻭ ﻥﺩﻤﻠﻟ ﻲﻨﺍﺭﻤﻌﻟﺍ ﺔﺌﻴﺒﻟﺍ ﺔﻓﺎﻅﻨ ﻰﻠﻋ ﻅﺎﻔﺤﻠﻟ ﺤﺼﻭ

ﺎﻬﺘ ) ،ﺔﻴﻭﺭﻘﻟﺍﻭ ﺔﻴﺩﻠﺒﻟﺍ ﻥﻭﺌﺸﻟﺍ ﺓﺭﺍﺯﻭ ﻊﻗﻭﻤ ٢٠٠٧

ﻡ .(

ﺕﺎـﻬﺠﻟﺍ ﻡﺎـﻬﻤ لﻤﺸﺘ ﻥﻴﺤ ﻲﻓ

،ﻥﺩـﻤﻟﺍ ﻥﻭﺅﺸﻟ ﺓﺭﺍﺩﺇ ﻥﻤ ﻪﻌﺒﺘﻴ ﺎﻤﻭ ﻲﻨﺍﺭﻤﻌﻟﺍ ﻁﻴﻁﺨﺘﻟﺍ ﻰﻟﺍ ﺔﻓﺎﻀﻹﺎﺒ ،ﺔﻴﺒﺭﻐﻟﺍ ﻥﺩﻤﻟﺍ ﻲﻓ ﺔﻴﺩﻠﺒﻟﺍ ﻭ

ﺕﺎﻤﺩـﺨﻟﺍ ﺭﻴﻓﻭـﺘ

،ﺔﻴﻓﺎﻘﺜﻟﺍﻭ ﺔﻴﺤﺼﻟﺍﻭ ﺔﻴﻤﻴﻠﻌﺘﻟﺍ ﻭ

ﺎﻴﻓﻭﻟﺍﻭ ﺩﻴﻟﺍﻭﻤﻟﺍ لﻴﺠﺴﺘﻭ ،ﻥﻜﺎﺴﻤﻟﺍ ﻰﻠﻋ ﺏﺌﺍﺭﻀﻟﺍ لﻴﺼﺤﺘ ﺕ

.

ﻡﻴﻴﻘﺘﻟﺍ ﺔﻴﻟﺁ

ﻡﻭﻘﺘﺴ ﺔﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﺒ

ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤ ﻡﻴﻴﻘﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺕﺎﻴﺩﻠﺒﻟﺍ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻤﺩﻘﻤﻟﺍ ﻥﻤ

ﻌﺒﺭﺃ ﺔ ،ﺭﻭﺎﺤﻤ ﺱﻜﻌﻴ

ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ ﺔﻤﺩﺨﻟﺍ ﺕﺎﻴﻭﺘﺴﻤ ﻥﻤ ﻯﻭﺘﺴﻤ ﺭﻭﺎﺤﻤﻟﺍ ﻥﻤ ﺭﻭﺤﻤ لﻜ .

ﺙﻴﺤ ﻑﻌﻴ ﺔـﻨﺎﻤﻷﺎﺒ ﻑﺭﻌﻴ لﻭﻷﺍ ﺭﻭﺤﻤﻟﺍ

ﺎﻬﻌﻤ لﺼﺍﻭﺘﻟﺍ ﺔﻴﻟﺁﻭ

، ﻲﻨﺎﺜﻟﺍ ﺭﻭﺤﻤﻟﺍ ﺭﺒﻌﻴ ﺎﻤﻴﻓ ﻥﻋ

ﺍ ﻡﻴﺩﻘﺘ

ﺙـﻟﺎﺜﻟﺍ ﺭﻭـﺤﻤﻟﺍ ﻪـﻴﻠﻴ ،ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟ

، ﻭـﻫﻭ

ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﺔﻴﺒﻌﺸﻟﺍ ﺔﻜﺭﺎﺸﻤﻟﺍ ﻰﻠﻋ لﻤﺘﺸﻤﻟﺍ

، ﺔﻴﻁﺍﺭﻘﻤﻴﺩﻟﺎﺒ ﺔﻴﺒﺭﻐﻟﺍ ﺔﻨﻴﺩﻤﻟﺍ ﻲﻓ ﻰﻤﺴﻴ ﺎﻤ ﻭﻫﻭ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

.

ﻙـﻟﺫ ﻲـﻠﻴ

ﺓﺭﺎﺠﺘﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ ﻰﻠﻋ ﻊﻗﻭﻤﻟﺍ ﺀﺍﻭﺘﺤﺇ ﻭﻫﻭ ﻊﺒﺍﺭﻟﺍ ﺭﻭﺤﻤﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

.

لوﺪﺟ ٣ ﻊﻗاﻮﻣ ىﻮﺘﺴﻣ رﻮﻄﺗ: ﺔﺣﺎﺘﻤﻟا تﺎﻘﯿﺒﻄﺘﻟا ﺐﺴﺣ تﺎﻧﺎﻣﻷا

ﺵﻗﺎﻨﺘ ﻭﻤ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﻭﺎﺤﻤﻟﺍ ﺕﺎﻋﻭﻀ

ﺓﺩﺩﻌﺘﻤ ﺎﻬﻨﻤ :

١ . ﺎﺒ ﻑﻴﺭﻌﺘﻟﺍ ﺔﻤﺩﻘﻤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍﻭ ﺎﻬﻠﻤﻋ ﻕﺎﻁﻨﻭ ﺔﻨﺎﻤﻷ

: ﻑﺍﺩـﻫﺃﻭ ﺔﻨﺎﻤﻸﻟ ﺔﺤﻀﺍﻭ ﺔﻴﺅﺭ ﺭﻓﻭﺘ ﻯﺩﻤ ﺭﻭﺤﻤﻟﺍ ﺍﺫﻫ ﺱﻴﻘﻴ

ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﺔﻨﺎﻤﻷﺍ ﻊﻤ لﺼﺍﻭﺘﻟﺍ ﺔﻴﻟﺁ ﻰﻟﺍ ﺔﻓﺎﻀﺇ ﺎﻬﻘﻴﻘﺤﺘ ﻰﻟﺍ ﻰﻌﺴﺘ .

رﻮﺤﻤﻟا تﺎﻣﺪﺨﻟا ىﻮﺘﺴﻣ مﺪﻘﺗ

ﺔﯿﻧوﺮﺘﻜﻟﻹا ﻊﻗﻮﻤﻟا ﻲﻓ

ةرﺎﺠﺘﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا

ﺔﯿﺒﻌﺸﻟا ﺔﻛرﺎﺸﻤﻟا

ﺔﯾﺪﻠﺒﻟا تﺎﻣﺪﺨﻟا

ﺎﮭﻌﻣ ﻞﺻاﻮﺘﻟاو ﺔﻧﺎﻣﻷﺎﺑ ﻒﯾﺮﻌﺘﻟا

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يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

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٢ . ﺔﻤﺩﻘﻤﻟﺍ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ :

ﺔـﻤﻅﻨﻷﺍ ﺭـﺸﻨ لﺎﺠﻤ ﻲﻓ ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﺔﻤﺩﻘﻤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤ ﺭﻭﺤﻤﻟﺍ ﺍﺫﻫ ﺱﻴﻘﻴ

ﺢﺌﺍﻭﻠﻟﺍﻭ ﻉﻭﻀﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﺔﻤﻭﻠﻌﻤ ﻥﻋ ﺙﺤﺒﻠﻟ ﺔﻴﻨﺎﻜﻤﺇ ﺩﻭﺠﻭﻭ ﺔﻴﺩﻠﺒﻟﺍ ﺃ

ﻲﻓﺍﺭﻐﺠﻟﺍ ﻥﺎﻜﻤﻟﺍ ﻭ .

ﺍﺫـﻫ ﺱﻴﻘﻴ ﻭ

ﺎﻬﻌﻗﺍﻭﻤ ﻲﻓ ﺔﻴﻓﺍﺭﻐﺠﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨ ﺕﺎﻘﻴﺒﻁﺘ ﻥﻤ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﺓﺩﺎﻔﺘﺴﺍ ﻯﺩﻤ ﺭﻭﺤﻤﻟﺍ .

ﺎـﻤﻜ ﺍﺫـﻫ ﻡﻴـﻘﻴ

ﺀﺎـﻨﺒﻟﺍ ﺹـﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﺇ لﺜﻤ ﹰﺎﻴﻨﻭﺭﺘﻜﻟﺍ ﺢﻴﺭﺎﺼﺘﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺔﻴﻟﺁ ﺭﻭﺤﻤﻟﺍ ﺕﺍﺀﺍﺭـﺠﺇ ،

ﻱﺭﺎﺠﺘ ﻁﺎﺸﻨ ﺔﺼﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ .

٣ . ﺔﻴﺒﻌﺸﻟﺍ ﺔﻜﺭﺎﺸﻤﻟﺍ :

ﻰﻠﻋ ﺀﻭﻀﻟﺍ ﺔﺴﺍﺭﺩﻟﺍ ﻁﻠﺴﺘ ﺭﻭﺤﻤﻟﺍ ﺍﺫﻫ ﻲﻓ ﺕﺍﻭﺩﺃ

ﻊـﻤ لـﻋﺎﻔﺘﻟﺍ ﻲـﻓ ﻊﻤﺘﺠﻤﻟﺍ ﺔﻜﺭﺎﺸﻤ

ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ .

ﺔﻴﺩﻠﺒﻟﺍ ﺱﻟﺎﺠﻤﻟﺍ ﻥﻋ ﺕﺎﻤﻭﻠﻌﻤ ﺭﻓﻭﺘ ﻰﻟﺍ ﺭﻭﺤﻤﻟﺍ ﻕﺭﻁﺘﻴ )

،ﺔـﻴﺩﻠﺒﻟﺍ ﺱﻟﺎﺠﻤﻟﺍ ﺭﻭﺩ ،ﺔﻤﻅﻨﻷﺍ

ﻭ ﺱﻠﺠﻤﻟﺍ ﺀﺎﻀﻋﺃ ﻊﻤ لﺼﺍﻭﺘﻟﺍ ﺔﻴﻟﺁ (

ﻭ ﻱﺩﻠﺒﻟﺍ ﺱﻠﺠﻤﻟﺍ ﺕﺎﻁﺎﺸﻨ ﻊﻤ ﻊﻗﻭﻤﻟﺍ لﻋﺎﻔﺘ ﻯﺩﻤ

، ﺕﺍﺭﺍﺭﻘﺒ ﻑﻴﺭﻌﺘﻟﺍﻭ

ﻩﺩﻭﻬﺠﻭ ﻪﺘﺎﻋﺎﻤﺘﺠﺇ .

ﻭﻤ ﻭﺃ ﺕﺎﻴﺩﺘﻨﻤ ﺩﻭﺠﻭ ﺔﺴﺍﺭﺩﻟﺍ ﻡﻴﻘﺘ ﺎﻤﻜ ﺕﺎﻋﻭﻀ

ﺓﺭـﺸﺎﺒﻤ ﺔﻠﻴـﺴﻭﻜ ﺕﻴﻭﺼﺘﻠﻟ ﺔﺤﻭﺭﻁﻤ

ﻻﺍ ﻥﻤ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻥﻜﻤﺘ ﺭﺍﻭﺯـﻟ ﺔﺼﺭﻔﻟﺍ ﺔﺤﺎﺘﺇﻭ ﺕﺎﻤﺩﺨ ﻥﻤ ﻡﻬﻟ ﻡﺩﻘﻴ ﺎﻤﻴﻓ ﻥﺎﻜﺴﻟﺍ ﺭﻅﻨ ﺕﺎﻬﺠﻭﻟ ﻉﺎﻤﺘﺴ

ﻴﺩﻘﺘ ﻲﻓ ﻊﻗﺍﻭﻤﻟﺍ ﻥﻴﻟﻭﺌﺴﻤﻠﻟ ﻡﻬﺘﺎﺤﺭﺘﻘﻤ ﻡ

. ﺩﻭﺠﻭ ﻡﻴﻴﻘﺘﻟﺍ ﺽﺭﻌﺘﺴﻴ ﺎﻤﻜ ﺍ ﻥﻋ ﻥﻼﻋﻺﻟ ﺔﻠﻴﺴﻭ

ﺔـﻴﻓﺎﻘﺜﻟﺍ ﺕﺎـﻴﻟﺎﻌﻔﻟ

ﻲﻓ ﺔﻘﻁﻨﻤﻟﺍ ﻥﺎﻜﺴ ﺔﻜﺭﺎﺸﻤ لﻴﻌﻔﺘﻟ ﺔﻘﻁﻨﻤﻟﺍ ﻲﻓ ﺔﻤﺎﻘﻤﻟﺍ ﺔﻴﻬﻴﻓﺭﺘﻟﺍﻭ ﺒ ﺔﻜﺭﺎﺸﻤﻟﺍ

ﺔﻁﺸﻨﻷﺎ ﺭﻭﺩـﻟ ﺩﻴﻜﺄﺘ ﻭ ﻭﻤ

ﺍ ﻊـﻗ

ﺼﻤﻜ ﺕﺎﻨﺎﻤﻷﺍ ﺩ

ﺭ ﺃ ﺔﻘﻁﻨﻤﻟﺍ ﺔﻁﺸﻨﺃ ﻥﻋ ﺕﺎﻤﻭﻠﻌﻤﻠﻟ ﻲﺴﺎﺴ .

٤ . ﺓﺭﺎﺠﺘﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ :

ﺵﻗﺎﻨﻴ ﻯﺩﻤ ﺭﻭﺤﻤﻟﺍ ﺍﺫﻫ ﺍ

ﺕﺎﺼﻗﺎﻨﻤﻟﺍ ﺡﺭﻁ ﻲﻓ ﻊﻗﻭﻤﻟﺍ ﻰﻠﻋ ﺔﻨﺎﻤﻷﺍ ﺩﺎﻤﺘﻋ

، ﻊﻴﺭﺎـﺸﻤﻟﺍﻭ

ﺔﻴﺭﺎﻤﺜﺘﺴﻻﺍ

، ﺔﻴﻟﺁﻭ ﻡﻭﺴﺭﻟﺍ ﺩﻴﺩﺴﺘ

، ﺁ ﺕﺎﻤﺍﺭﻐﻟﺍﻭ ﹰﺎﻴﻟ

.

ﺩﻗﻭ ﺍ لﻜ ﺱﺎﻴﻘﻟ ﻡﺩﺨﺘﺴ ﻠﺒﺎﻘﻟﺍ ﺕﺍﺭﺸﺅﻤﻟﺍ ﻥﻤ ﺔﻋﻭﻤﺠﻤ ﺭﻭﺤﻤ

ﻡﻗﺭ لﻭﺩﺠ ﻲﻓ ﺎﻤﻜ ﺱﺎﻴﻘﻠﻟ ﺔ ٤

.

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يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

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ﻡﻗﺭ لﻭﺩﺠ ٤

: ﻡﻴﻴﻘﺘ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺕﺍﺭﺸﺅﻤﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ

.

ﺭﻭﺤﻤﻟﺍ ﺕﺍﺭﺸﺅﻤﻟﺍ

ﺎﻬﻤﺎﻬﻤﻭ ﺔﻨﺎﻤﻷﺍ ﺭﻭﺩﺒ ﻑﻴﺭﻌﺘﻟﺍ

ﻭ ﻌﻤ لﺼﺍﻭﺘﻟﺍ ﺎﻬ

ﻥﻋ ﺕﺎﻤﻭﻠﻌﻤ ﺭﻓﻭﺘ :

ﺔﻨﺎﻤﻸﻟ ﺔﻴﺅﺭ ،

ﻭ ﺔﻨﺎﻤﻷﺍ ﻑﺍﺩﻫﺃ ،

ﻭ ﺔﻴﺠﻴﺘﺍﺭﺘﺴﻹﺍ ﻁﻁﺨﻟﺍ ،

ﻟﺍﻭ ﺩﻴﺭﺒ

ﻨﻭﺭﺘﻜﻟﻹﺍ ﻲ ،ﻊﻗﻭﻤﻟﺍ ﻲﻓ ﻻﺍ ﻥﻴﻭﺎﻨﻋﻭ ﺀﺎﻤﺴﺃﻭ

ﺩﻤﺒ لﺎﺼﺘ ﻴ

ﺭ ﻱ ﺕﺍﺭﺍﺩﻹﺍ ،

ﻟﻹﺍ ﺩﻴﺭﺒﻟﺍﻭ ﺩﻤﻟ ﻲﻨﻭﺭﺘﻜ

ﻴ ﺭ ﻱ ﺕﺍﺭﺍﺩﻹﺍ ، ﻭ ﻯﻭﻜﺸ ﻡﻴﺩﻘﺘ ،

ﻭ ﺓﺭﺸﻨ

ﺇ ﺔﻴﻨﻭﺭﺘﻜﻟ ﺃ ﺔﻴﺩﻴﺭﺒ ﺔﻤﺌﺎﻗ ﻭ

ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍﻭ ﺔﻤﻅﻨﻷﺍ

- ﻲﻓﺍﺭﻐﺠﻟﺍ ﻥﺎﻜﻤﻟﺍ ﻭﺍ ﻉﻭﻀﻭﻤﻟﺍ ﺏﺴﺤ ﺙﺤﺒﻟﺍ ﺔﻴﻨﺎﻜﻤﺇ

- ﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨﻟ ﺕﺎﻘﻴﺒﻁﺘ ﺩﻭﺠﻭ ﺔﻴﻓﺍﺭﻐﺠ

- ﺀﺎﻨﺒﻟﺍ ﺹﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﺇ

- ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﺇ ﻱﺭﺎﺠﺘ ﻁﺎﺸﻨ ﺔﺼﺨﺭ

- ﺎﺘﻤ ﺼﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺏﻠﻁ ﺔﻌﺒ ﺔ

ﺔﻴﺒﻌﺸﻟﺍ ﺔﻜﺭﺎﺸﻤﻟﺍ

- ﻱﺩﻠﺒﻟﺍ ﺱﻠﺠﻤﻟﺎﺒ ﻑﻴﺭﻌﺘﻟﺍ

- ﻱﺩﻠﺒﻟﺍ ﺱﻠﺠﻤﻟﺍ ﺕﺎﻁﺎﺸﻨ ﻊﻤ لﺼﺍﻭﺘﻟﺍ

- ﺵﺎﻘﻨﻠﻟ ﺔﻴﻠﺒﻘﺘﺴﻤﻟﺍ ﻊﻴﺭﺎﺸﻤﻟﺍ ﺡﺭﻁ

- ﺕﺎﻴﺩﺘﻨﻤ ﺩﻭﺠﻭ ،

ﻭ ﻭﻤ ﻀ ﻭ ﻋ ﺕﺎ ﺕﻴﻭﺼﺘﻠﻟ ﺡﺭﻁﺘ

- ﺔﻘﻁﻨﻤﻟﺍ ﻲﻓ ﺔﻤﺎﻘﻤﻟﺍ ﺕﺎﻴﻟﺎﻌﻔﻟﺍ ﻥﻋ ﻥﻼﻋﻹﺍ

ﺓﺭﺎﺠﺘﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

- ﺕﺎﺼﻗﺎﻨﻤﻟﺍ

- ﺹﺭﻔﻟﺍ ﺍ ﺔﻴﺭﺎﻤﺜﺘﺴﻻ

- ﺕﺎﻤﺍﺭﻐﻟﺍﻭ ﻡﻭﺴﺭﻟﺍ ﻊﻓﺩ

ﺔﻤﺩﻘﻤﻟﺍ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺓﺀﺎﻔﻜ ﻡﻴﻴﻘﺘ ﻡﺘﻴﺴ ﻭ ﻁﺎﻘﻨﻟﺍ ﻡﺎﻅﻨ ﺩﺎﻤﺘﻋﺎﺒ

ﻁﺎﻘﻨ ﺩﺩﻋ ﺏﺎﺴﺘﺤﺍ ﻡﺘﻴ ﺙﻴﺤ ،

، ﺎﻤﻜ ﻭﻫ ﻥﻴﺒﻤ

ﻡﻗﺭ لﻭﺩﺠﻟﺍ ﻲﻓ ٥

. ﻡﻗﺭ لﻭﺩﺠ ٥

: ﺔﻴﻔﻴﻜ ﺍ ﻊﻗﺍﻭﻤ ﻡﻴﻴﻘﺘ ﻲﻓ ﻁﺎﻘﻨﻟﺍ ﺏﺎﺴﺘﺤ ﺕﺎﻨﺎﻤﺃ

ﻕﻁﺎﻨﻤﻟﺍ

ﺱﺎﻴﻘﻤﻟﺍ ﻑﻴﺼﻭﺘﻟﺍ

ﺭﻔﺼ ﻭﻤﻟﺍ لﻭﺤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﺓﺩﻭﺠﻭﻤ ﺭﻴﻏ ﻉﻭﻀ

١ ﺓﺩﻭﺠﻭﻤ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ

٢ ﻊﻗﻭﻤﻟﺍ ﻥﻤ لﻴﺯﻨﺘﻠﻟ ﺔﻠﺒﺎﻗ ﺕﺎﻤﻭﻠﻌﻤ ﺩﻭﺠﻭ

٣ ﹰﺎﻴﻨﻭﺭﺘﻜﻟﺍ لﻤﺎﻜ لﻜﺸﺒ ﻡﺘﻴ لﺼﺍﻭﺘﻟﺍﻭ ﺕﺎﻴﻠﻤﻌﻟﺍﻭ ﺕﺎﻤﺩﺨﻟﺍ

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يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

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ﻡﻴﻴﻘﺘﻟﺍ ﺞﺌﺎﺘﻨ

ﺩﻨﻋ ﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﺽﺍﺭﻌﺘﺴ ﻕﻁﺎﻨﻤﻟﺍ

ﻥﺍ ﺙﺤﺎﺒﻟﺍ ﺩﺠﻭ ٥٠

% ﻨﻤ ﻥﻤﻤ ﺎﻬ ﺔﻜﺒـﺸ ﻰـﻠﻋ ﻊـﻗﺍﻭﻤ ﺎﻬﻟ ﺭﻓﻭﺘﻴﻻ

ﺕﻨﺭﺘﻨﻹﺍ

، ﺃ ﻭﺃ ﻥ لﻤﺸﻴﻭ ،ﺀﺎﺸﻨﻹﺍ ﺩﻴﻗ ﺕﻟﺍﺯﺎﻤ ﺎﻬﻌﻗﺍﻭﻤ ﻙﻟﺫ

ﺕﺎﻨﺎﻤﺃ ﻕﻁﺎﻨﻤ : ،ﻡﻴـﺼﻘﻟﺍ ﻭ

،ﺭﻴـﺴﻋ ﻭ

،ﻙﻭـﺒﺘ ﻭ ،ﻥﺍﺭـﺠﻨ

ﻭ ،ﻥﺍﺯﻴﺠ ﻭﺍ لﺌﺎﺤﻭ ،ﺔﺤﺎﺒﻟ .

ﺎﻤﻜ ﺃ ﻥ لﻤﺘﻜﻴ ﻡﻟ ﺩﻴﺩﺠ ﻊﻗﻭﻤ ﻑﻭﺠﻟﺍ ﺔﻨﺎﻤﺃ ﻊﻗﻭﻤ

، ﺙﻴﺤ ﺃ ﺕﺎﺤﻔـﺼﻠﻟ ﻁﺒﺍﻭﺭـﻟﺍ ﻡـﻅﻌﻤ ﻥ

ﺎﻬﻴﻓ ﺩﺠﻭﻴ ﻻﻭ لﻤﻌﺘﻻ ﺔﻴﻠﺨﺍﺩﻟﺍ ﺃ

ﺕﺎﻤﺩﺨ ﻱ ﺇ

ﺭﻭﻬﻤﺠﻠﻟ ﺔﻤﺩﻘﻤ ﺔﻴﻨﻭﺭﺘﻜﻟ .

ﻥﻤ ﹰﺎﻴﻠﺠ ﺢﻀﺘﻴ ﻡﻗﺭ لﻭﺩﺠﻟﺍ

٦ ﺽﺭﻌﺘﺴﻴ ﻱﺫﻟﺍ ﻡﻴﻴﻘﺘ

ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ

ﺃ ﻡﺎﻤﺃ لﺍﺯﺎﻤ ﻪﻨ

ﻼﻟ لﻤﻌﻟﺍ ﻥﻤ ﺭﻴﺜﻜﻟﺍ ﺕﺎﻨﺎﻤﻷﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻯﻭﺘﺴﻤﺒ ﺀﺎﻘﺘﺭ

ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻊﻗﺍﻭﻤﻟﺍ ﺭﺍﻭﺯﻟ ﺔﻤﺩﻘﻤﻟﺍ

. ﻅـﺤﻼﻴ ﻯﻭﺘﺤﻤﻟﺍ ﺙﻴﺤ ﻥﻤﻓ

ﻊﻗﺍﻭﻤﻟﺍ ﻥﻋ ﻡﻴﻴﻘﺘﻟﺍ ﻲﻓ ﺔﻤﺩﺨﺘﺴﻤﻟﺍ ﺭﺼﺎﻨﻌﻟﺍ ﻥﻤ ﺭﻴﺜﻜﻟﺍ ﺏﺎﻴﻏ .

ﻅﺤﻼﻴ ﺎﻤﻜ ﺃ

ﺩﻭﺠﻭ لﺎﺤ ﻲﻓ ﻪﻨ ﺕﺎﻤﺩﺨﻟﺍ

، ﺎـﻬﻴﻠﻋ ﺏـﻠﻐﻴ

لﻼـﺨ ﻥﻤ ﺱﻴﻟﻭ ﺔﻨﺎﻤﻷﺍ لﻼﺨ ﻥﻤ ﻡﺘﺘ ﺔﻴﻨﻴﺘﻭﺭ ﺕﺍﺀﺍﺭﺠﺇ ﺎﻬﻴﻠﻋ لﻭﺼﺤﻟﺍ ﺏﻠﻁﺘﻴ ﺎﻤﻴﻓ ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﺔﻤﻭﻠﻌﻤﻟﺍ ﺭﻓﻭﺘ ﻊﻗﻭﻤﻟﺍ . لﻭﻷﺍ ﺭﻭﺤﻤﻟﺎﺒ ﻕﻠﻌﺘﻴ ﺎﻤﻴﻓ ﺕﺎﻨﺎﻤﻷﺍ ﺔﻴﺅﺭﻟ ﺭﻜﺫ ﺏﻴﻐﻴ ﺙﻴﺤ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ ﻲﻔﻴﺭﻌﺘﻟﺍ ﺏﻨﺎﺠﻟﺍ ﻑﻌﻀ ﺢﻀﺘﻴ

ﻭ ﺎﻬﻓﺍﺩﻫﺃﻭ ﻁﺨﻟﺍ

ﺔﻠﻴﻔﻜﻟﺍ ﺔﻴﺠﻴﺘﺍﺭﺘﺴﻻﺍ ﻁ ﺎﺒ

لﻭﺼﻭﻟ ﺇ ﻑﺍﺩﻫﻷﺍ ﻙﻠﺘ ﻰﻟ .

ﺭﻭﺤﻤﺒ ﻕﻠﻌﺘﻴ ﺎﻤﻴﻓ ﺩـﺠﻨ ﻪـﻨﺎﻤﻷﺎﺒ لﺎـﺼﺘﻷﺍ

ﺃ ﻥ

ﻊـﻗﻭﻤﻟﺍ ﻊﻤ لﺼﺍﻭﺘﻠﻟ ﻲﻨﻭﺭﺘﻜﻟﻹﺍ ﺩﻴﺭﺒﻟﺍ ﻥﻴﻭﺎﻨﻋ ﻊﻗﺍﻭﻤﻟﺍ ﻥﻤ ﺩﻴﺩﻌﻟﺍ ﻲﻓ ﺕﺩﺠﻭ ﺙﻴﺤ لﻀﻓﺃ ﻊﻀﻭﻟﺍ .

ﺏﺎـﻴﻏ ﻅـﺤﻼﻴ

لﻭﺼﻭﻟﺍ ﺩﺍﺭﺃ ﻥﻤﻟ ﺔﻨﺎﻤﻷﺍ ﻊﻗﻭﻤ ﻥﻴﺒﺘ ﻁﺌﺍﺭﺨﻟ ﺇﻟﻴ

ﻲﻓ ﺢﻀﺍﻭ ﺹﻘﻨ ﻙﺎﻨﻫ ﹰﺎﻀﻴﺍ ،ﺎﻬ ﻻﺍ لﺌﺎـﺴﻭ ﺭﻴﻓﻭﺘ

ﺩـﻤﺒ لﺎـﺼﺘ ﻴ

ﺭ ﻱ

ﻭ ﺕﺍﺭﺍﺩﻹﺍ ﺀﺍﺭﺩﻤ ﺀﺎﻤﺴﺎﺒ ﺔﻤﺌﺎﻗ ﺕﺭﻓﻭ ﻲﺘﻟﺍ ﺔﻴﻗﺭﺸﻟﺍ ﺔﻘﻁﻨﻤﻟﺍ ﺔﻨﺎﻤﺃ ﺀﺎﻨﺜﺘﺴﺎﺒ ،ﻊﻗﻭﻤﻟﺍ لﻼﺨ ﻥﻤ ﺕﺍﺭﺍﺩﻹﺍ ﺃ

ﻻﺍ ﻡﺎﻗﺭ لﺎﺼﺘ

ﻡﻬﺒ . ﺕﺒﺎﻏ ﺎﻤﻴﻓ ﺒ ﺔﻤﺌﺎﻗ

ﺩﻤﻟ ﻲﻨﻭﺭﺘﻜﻟﻹﺍ ﺩﻴﺭﺒﻟﺍ ﻥﻴﻭﺎﻨﻌ ﻴ

ﺭ ﻱ ﺭﺍﺩﻹﺍ لﻜ ﻊﻗﺍﻭﻤ ﻥﻋ ﺕﺍ ﺕﺎﻨﺎﻤﻷﺍ

. ﺕﺎـﻨﺎﻤﻷﺍ ﺽﻌﺒ ﺕﺭﻓﻭ

ﺠﺫﻭﻤﻨ ﹰﺎ ﺸ لﺎﺴﺭﻹ ﻯﻭﻜ

) ،ﺽﺎﻴﺭﻟﺍ ﻭ

ﺓﺩﺠ ﺔﻅﻓﺎﺤﻤﻭ ﺔﺴﺩﻘﻤﻟﺍ ﺔﻤﺼﺎﻌﻟﺍ (.

ﻭ ﺕﻠﻔﻏﺃ ﻩﺫـﻫ لـﺜﻤ ﺩﻭـﺠﻭ ﺕﺎـﻨﺎﻤﻷﺍ ﻲﻗﺎﺒ

ﺔﻤﺩﺨﻟﺍ . ﻲـﻓ ﻩﺭﺍﻭﺯ ﻊﻤ ﻊﻗﻭﻤﻟﺍ لﺼﺍﻭﺘﻴﻟ ﺔﻴﺩﻴﺭﺒﻟﺍ ﻡﺌﺍﻭﻘﻟﺍ ﺔﻤﺩﺨ ﺕﺭﻓﻭ ﻲﺘﻟﺍ ﺓﺩﻴﺤﻭﻟﺍ ﻲﻫ ﺽﺎﻴﺭﻟﺍ ﺔﻘﻁﻨﻤ ﺔﻨﺎﻤﺃ ﺕﻨﺎﻜﻭ

ﻥﻤ ﻊﻗﻭﻤﻟﺍ ﺩﻴﺩﺠﺒ ﻡﻫﺩﻴﻭﺯﺘ ﻷﺍ

ﺭﺎﺒﺨ .

ﻯﻭﺘﺤﺍ ﻰﻠﻋ ﺕﺍﺭﺸﺅﻤ ﻰﻠﻋ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺭﻭﺤﻤ ﻭ ﺔﻴﺩﻠﺒﻟﺍ ﺔﻤﻅﻨﻷﺍ ﺭﻓﻭﺘ

ﺇ ﺎﻬﻨﻋ ﺙﺤﺒﻟﺍ ﺔﻴﻨﺎﻜﻤ .

ﺔـﻤﺩﺨ ﻲﻫﻭ

ﺔﺴﺩﻘﻤﻟﺍ ﺔﻤﺼﺎﻌﻟﺍ ﺔﻨﺎﻤﺃ ﻲﻌﻗﻭﻤ ﻲﻓ ﺕﺭﻓﻭﺘ

، ﻁﻘﻓ ﺓﺭﻭﻨﻤﻟﺍ ﺔﻨﻴﺩﻤﻟﺍ ﺔﻘﻁﻨﻤ ﺔﻨﺎﻤﺃﻭ .

ـﺘﻨﺎﻤﺃ ﺕﺯﻴﻤﺘﻭ ﻲـﺘﻘﻁﻨﻤ ﺎ

ﺽﺎـﻴﺭﻟﺍ

ﻭ ﺓﺭﻭﻨﻤﻟﺍ ﺔﻨﻴﺩﻤﻟﺍ ﺩﻭﺠﻭﺒ

ﺔﻴﻓﺍﺭﻐﺠﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨ ﺕﺎﻘﻴﺒﻁﺘ

، ﻥﻜﻤﻴ ﺙﻴﺤ ﺍ

لﻭﺼﺤﻟﺍﻭ ﺽﺎﻴﺭﻟﺍ ﺔﻨﻴﺩﻤﻟ ﺔﻁﻴﺭﺨ ﺽﺍﺭﻌﺘﺴ

ﻰﻠﻋ ﺔﻨﻴﺩﻤﻟﺍ ﻲﻓ ﺕﺎﻤﺩﺨﻟﺍ ﻊﻗﺍﻭﻤ .

ﺔﻘﻁﻨﻤﻟﺍ ﻥﻋ ﺔﻴﻓﺍﺭﻐﺠ ﺕﺎﻤﻭﻠﻌﻤ ﺓﺭﻭﻨﻤﻟﺍ ﺔﻨﻴﺩﻤﻟﺍ ﺔﻘﻁﻨﻤ ﺔﻨﺎﻤﺃ ﻊﻗﻭﻤ ﻲﻓ ﺕﺭﻓﻭﺘ ﺎﻤﻴﻓ .

(13)

يﻮﻄﻌﻟا ﺔﯿﻧوﺮﺘﻜﻟﻹا تﺎﻣﺪﺨﻟا ﻢﯿﯿﻘﺗ : Alatawi: Evaluating Electronic Services

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لﻭﺩﺠ ٦ : ﺕﺎﻤﺩﺨﻟﺍ ﻡﻴﻴﻘﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﻕﻁﺎﻨﻤﻟﺍ ﺕﺎﻨﺎﻤﺃ ﻊﻗﺍﻭﻤ ﻲﻓ .

ﺭﻭﺤﻤﻟﺍ ﻑﻴﺭﻌﺘ

ﺭﻭﺤﻤﻟﺎﺒ ﺕﺍﺭﺸﺅﻤﻟﺍ

ﺔﻨﺎﻤﺃ ﺽﺎﻴﺭﻟﺍ ﺔﻨﺎﻤﺃ

ﺔﻤﺼﺎﻌﻟﺍ ﺔﺴﺩﻘﻤﻟﺍ ﺔﻨﺎﻤﺃ

ﺔﻨﻴﺩﻤﻟﺍ ﺓﺭﻭﻨﻤﻟﺍ ﺔﻨﺎﻤﺃ

ﺔﻘﻁﻨﻤﻟﺍ ﺔﻴﻗﺭﺸﻟﺍ ﺔﻨﺎﻤﺃ

ﺔﻅﻓﺎﺤﻤ ﺓﺩﺠ ﺔﻨﺎﻤﺃ

ﺩﻭﺩﺤﻟﺍ ﺔﻴﻟﺎﻤﺸﻟﺍ ﺔﻨﺎﻤﺃ

ﻑﻭﺠﻟﺍ

ﻑﻴﺭﻌﺘﻟﺍ ﺔﻨﺎﻤﻷﺎﺒ ﺔﻴﻟﺁ ﻭ لﺎﺼﺘﻻﺍ

ﺎﻬﺒ ﻑﻴﺭﻌﺘﻟﺍ

ﺭﻭﺩﺒ ﺔﻨﺎﻤﻷﺍ ﺎﻬﻤﺎﻬﻤﻭ ﺔﻨﺎﻤﻸﻟ ﺔﻴﺅﺭ ﺩﻭﺠﻭ ١

٠ ٠

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ﺔﻨﺎﻤﻷﺍ ﻑﺍﺩﻫﺃ ٠

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ﺔﻴﺠﻴﺘﺍﺭﺘﺴﻹﺍ ﻁﻁﺨﻟﺍ ٠

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لﺎﺼﺘﻻﺍ ﺔﻨﺎﻤﻷﺎﺒ ﺩﻭﺠﻭ

ﻥﻴﻭﺎﻨﻋﻭ ﺀﺎﻤﺴﺃ ﻼﻟ

ﺩﻤﺒ لﺎﺼﺘ ﺕﺍﺭﺍﺩﻹﺍ ٠

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١ ٠

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ﺩﻭﺠﻭ ﺩﻤﻟ ﻲﻨﻭﺭﺘﻜﻟﻹﺍ ﺩﻴﺭﺒﻟﺍ ﻴﺭ

ﺕﺍﺭﺍﺩﻹﺍ ٠

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ﻯﻭﻜﺸ ﻡﻴﺩﻘﺘ ١

١ ١

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ﺓﺭﺸﻨ ﺔﻴﺩﻴﺭﺒ ﺔﻤﺌﺎﻗ ﻭﺍ ﺔﻴﻨﻭﺭﺘﻜﻟ ١

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ﺕﺎﻤﺩﺨﻟﺍ ﺔﻴﺩﻠﺒﻟﺍ لﺎﻤﻋﻷﺍ

ﺔﻴﺩﻠﺒﻟﺍ ﺓﺯﺠﻨﻤﻟﺍ ﺙﺤﺒﻟﺍ ﺔﻴﻨﺎﻜﻤﺇ ﺩﻠﺒﻟﺍ ﺔﻤﻅﻨﻷﺍ ﻥﻋ

ﺔﻴ ﺏﺴﺤ

ﻲﻓﺍﺭﻐﺠﻟﺍ ﻥﺎﻜﻤﻟﺍ ﻭﺍ ﻉﻭﻀﻭﻤﻟﺍ ٠

١ ٢

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ﻟﺍ ﺕﺎﻤﻭﻠﻌﻤﻟﺍ ﻡﻅﻨﻟ ﺕﺎﻘﻴﺒﻁﺘ ﺩﻭﺠﻭ ﺔﻴﻓﺍﺭﻐﺠ

١ ٠ ١

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ﺀﺎﻨﺒﻟﺍ ﺹﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﺇ ٢

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ﺼﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﺇ

ﻁﺎﺸﻨ ﻱﺭﺎﺠﺘ ٢

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ﺼﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺏﻠﻁ ﺔﻌﺒﺎﺘﻤ

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ﺔﻜﺭﺎﺸﻤﻟﺍ ﺔﻴﺒﻌﺸﻟﺍ ﺱﻟﺎﺠﻤﻟﺍ

ﺔﻴﺩﻠﺒﻟﺍ ﻱﺩﻠﺒﻟﺍ ﺱﻠﺠﻤﻟﺎﺒ ﻑﻴﺭﻌﺘﻟﺍ ٠

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ﻱﺩﻠﺒﻟﺍ ﺱﻠﺠﻤﻟﺍ ﺕﺎﻁﺎﺸﻨ ﻊﻤ لﺼﺍﻭﺘﻟﺍ ٠

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لﻋﺎﻔﺘ ﻥﻴﻨﻁﺍﻭﻤﻟﺍ

ﺔﻨﺎﻤﻷﺍ ﻊﻤ ﺵﺎﻘﻨﻠﻟ ﺔﻴﻠﺒﻘﺘﺴﻤﻟﺍ ﻊﻴﺭﺎﺸﻤﻟﺍ ﺡﺭﻁ

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ﺕﺎﻴﺩﺘﻨﻤ ﺩﻭﺠﻭ ٠

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ﻀﻭﻤ ﺩﻭﺠﻭ

ﺕﺎ ﺕﻴﻭﺼﺘﻠﻟ ﺡﺭﻁﺘ ١

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ﺔﻘﻁﻨﻤﻟﺍ ﻲﻓ ﺔﻤﺎﻘﻤﻟﺍ ﺕﺎﻴﻟﺎﻌﻔﻟﺍ ﻥﻋ ﻥﻼﻋﻹﺍ

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ﺓﺭﺎﺠﺘﻟﺍ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺕﻼﻤﺎﻌﻤﻟﺍ

ﺔﻴﻟﺎﻤﻟﺍ ﺕﺎﺼﻗﺎﻨﻤﻟﺍ ١

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ﻻﺍ ﺹﺭﻔﻟﺍ ﺔﻴﺭﺎﻤﺜﺘﺴ ١

١ ٢

٢ ١

١ ٠

ﺕﺎﻤﺍﺭﻐﻟﺍﻭ ﻡﻭﺴﺭﻟﺍ ﻊﻓﺩ ٠

١ ١

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ﺍﺫﻫ ﻭ ﺩﻌﺘ ﺔﻴﺩﻠﺒﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﺔﻤﺩﻘﻤﻟﺍ

ﻟﺍ ﺹﺨﺭ ﻰﻠﻋ لﻭﺼﺤﻟﺍ لﺎﺠﻤ ﻲﻓ ﻥﻤ ﻱﺭﺎﺠﺘﻟﺍ ﻁﺎﺸﻨﻟﺍ ﺹﺨﺭﻭ ﺀﺎﻨﺒ

ﺃ ﺯﺭﺒ

ﺕﺎﻤﺩﺨﻟﺍ ﺕﺎﻘﻴﺒﻁﺘ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ ﺕﺭﺭﻜﺘ ﻲﺘﻟﺍ .

ﺩﺭـﺠﻤ ﻥﻤ ﺔﻤﺩﺨﻟﺍ ﺩﻭﺠﻭ ﻯﻭﺘﺴﻤ ﺕﻭﺎﻔﺘ ﺩﻗﻭ ﺭـﻜﺫ

ﺭﻴﻓﻭﺘ ﻰﻟﺍ ﺔﺼﺨﺭﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍ ﺕﺍﺀﺍﺭﺠﻹ ﺭﺜﻜﺃ ﻯﻭﺘﺴﻤﻭ ﻊﻗﻭﻤﻟﺍ ﻥﻤ ﺎﻬﻠﻴﻤﺤﺘ ﻥﻜﻤﻴ ﺝﺫﺎﻤﻨ

،ﹰﺎﻤﺩـﻘﺘ ﻭـﻫﻭ ﺇ لﺎـﻤﻜ

ﻟﺍ ﻰﻠﻋ لﻭﺼﺤﻟﺍﻭ ﹰﺎﻴﻟﺁ ﺔﻠﻤﺎﻌﻤﻟﺍ ﺹﻴﺨﺭﺘ

.

ﻥﺎﻜ ﻑﺴﻸﻟ ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ ﻲﻓ لﺜﻤﻤ ﺭﻭﺤﻤ ﻑﻌﻀﺃ ﺔﻴﺒﻌﺸﻟﺍ ﺔﻜﺭﺎﺸﻤﻟﺍ ﺭﻭﺤﻤ

، ﺩﺎﻜﻴ لﺒ ﻴ ﻡـﻅﻌﻤ ﻲـﻓ ﻡﺩﻌﻨ

ﺕﺎﻨﺎﻤﻷﺍ ﻊﻗﺍﻭﻤ .

ﻙﻟﺫ ﻲﻓ ﺭﻭﺩ ﺔﻴﺩﻠﺒﻟﺍ ﺱﻟﺎﺠﻤﻟﺍ ﻊﻤ ﺔﻜﻠﻤﻤﻟﺍ ﺔﺒﺭﺠﺘ ﺔﺜﺍﺩﺤﻟ ﻥﻭﻜﻴ ﺩﻗﻭ .

ﻥﺃ ﺎﻤﻜ ﺓﺭﺎﺠﺘﻟﺍ ﺭﻭﺤﻤ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ

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