Evaluation of Citizen Satisfaction with E-Services: An Analysis Using the E-GovQual Model and Importance-Performance Analysis
Journal Title: Journal of Intelligent Management Decision - Year 2025, Vol 4, Issue 1
Abstract
The transformation of public services into electronic formats (e-services) has gained significant momentum with the advancement of information and communication technologies, particularly due to the widespread use of the Internet and increasing citizen expectations. This transition has not only enhanced the efficiency of traditional public services but also facilitated new forms of e-governance that promote greater interaction, transparency, accessibility, and accountability between citizens and the state. Within this context, this study seeks to address the question: What are the key factors influencing citizens' satisfaction with e-services? The case of student satisfaction with the e-services provided by Anadolu University in Eskişehir, Turkey, serves as the focal point for the investigation. A survey conducted among 1,000 students from eight faculties and one graduate school at Anadolu University assessed their satisfaction with a variety of e-services, including Anasis, Mergen, Anadolu Mobil, E-Mail, library services, cafeteria services, and others. The collected data were analyzed using a combined methodology that integrated the E-GovQual model and the Importance-Performance Analysis (IPA) method. The E-GovQual model provided a comprehensive framework for evaluating the quality of e-services, allowing for an in-depth understanding of students' perceptions. The IPA method, on the other hand, facilitated the identification of performance gaps in e-service delivery and highlighted areas in need of improvement, based on students' expectations. The findings of the analysis were used to formulate strategic recommendations for decision-makers, students, and researchers. This research contributes to the growing body of knowledge on e-governance and user satisfaction in educational institutions, offering practical insights for optimizing online platforms to better meet student needs and expectations.
Authors and Affiliations
Emrah Ayhan, Puspa Saanantha Irfani Wna, Dilek Al
Keywords
Related Articles
- EP ID EP769385
- DOI https://doi.org/10.56578/jimd040101
- Views 7
- Downloads 0
Optimising the Efficiency of Municipal Utility Vehicle Fleets Using DEA-CRITIC-MARCOS: A Sustainable Waste Management Approach
The efficiency of utility vehicle fleets in municipal waste management plays a crucial role in enhancing the sustainability and effectiveness of non-hazardous waste disposal systems. This research investigates the operat...
Optimization of Multi-Objective Safety Management System for Wind Power Projects Based on Non-Dominated Sorting Genetic Algorithm
This paper addresses the issues of incomplete safety management systems and the challenge of optimizing multiple safety objectives concurrently in wind power project construction. An approach for solving Multi-objective...
A Mathematical Model for Optimizing Postal Supply Chain Networks and Facility Location
The strategic positioning of distribution, sales, and service facilities plays a critical role in ensuring the efficiency, reliability, and cost-effectiveness of supply chains. In particular, the location of such facilit...
Evaluating Supply Chain Efficiency Under Uncertainty: An Integration of Rough Set Theory and Data Envelopment Analysis
The evaluation of supply chain (SC) efficiency in the presence of uncertainty presents significant challenges due to the multi-criteria nature of SC performance and the inherent ambiguities in both input and output data....
Analysis of the Impact of Artificial Intelligence in Enhancing the Human Resource Practices
The lethal coronavirus illness (COVID-19) has evoked worldwide discussion. This contagious, sometimes fatal illness, is caused by the severe acute respiratory syndrome coronavirus 2. So far, COVID-19 has quickly spread t...