Measuring Efficiency and Satisfaction in the Context of Digital Transformation

Matej Krejnus, Katarína Repková Štofková, Jana Štofková, Zuzana Štofková, Erika Loučanová (), Adela Poliaková and Lucia Šujanská
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Matej Krejnus: Department of Communication, University of Zilina, 010 26 Zilina, Slovakia
Katarína Repková Štofková: Department of Communication, University of Zilina, 010 26 Zilina, Slovakia
Jana Štofková: Department of Communication, University of Zilina, 010 26 Zilina, Slovakia
Zuzana Štofková: Department of Economics, University of Zilina, 010 26 Zilina, Slovakia
Erika Loučanová: Department of Marketing, Trade and World Forestry, Technical University of Zvolen, T. G. Masaryka 24, 960 53 Zvolen, Slovakia
Adela Poliaková: Department of Economics, University of Zilina, 010 26 Zilina, Slovakia
Lucia Šujanská: Department of Economics, University of Zilina, 010 26 Zilina, Slovakia

Administrative Sciences, 2024, vol. 14, issue 9, 1-26

Abstract: Currently, much attention is paid to digital transformation in all areas, including the public sphere. The latest studies show that it is necessary for the public sector to monitor the efficiency and satisfaction with the services provided. However, there are significant gaps in research in this area, including in Slovakia. This research proposes and applies the measurement of efficiency using the DEA method in the context of e-Government, provides a comparison of the roles of states in the use of public electronic services in the EU, and applies the method of measuring satisfaction using the American Customer Satisfaction Index, focused on the central state portal in Slovakia. The main methods that were used to fulfil the objectives of the work were data envelopment analysis, “DEA”, and the American Customer Satisfaction Index, “ACSI”. Other methods used include the Mann–Whitney U test, the chi-squared test, and Sperm correlation analysis. From the results of the work, it is possible to conclude that ACSI can be applied within Slovakia. Furthermore, the results show a strong correlation between perceived quality and satisfaction, which is 0.855. Overall satisfaction with the central state portal of public electronic services reached 61.7%. We conclude that it would be appropriate and possible to use ACSI as part of DEA measurement.

Keywords: DEA; efficiency; American Customer Satisfaction Index; ACSI (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2024
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