E-government services quality and citizens' satisfaction: a multi-criteria satisfaction analysis of TAXISnet information system in Greece

Michalis Skordoulis, Panteleimon Alasonas and Victoria Pekka-Economou

International Journal of Productivity and Quality Management, 2017, vol. 22, issue 1, 82-100

Abstract: The aim of this paper is to measure and analyse citizens' satisfaction with TAXISnet information system, a widely-used e-government service in Greece. The research focuses on the evaluation and analysis of citizens' satisfaction. The methodological approach is based on the principles of multi-criteria modelling, using the multi-criteria satisfaction analysis (MUSA) method. The factors that constitute citizens' satisfaction in this research were identified by the literature review and namely are content, navigation, appearance and, e-services. The collected data from 220 questionnaires were analysed using the multi-criteria satisfaction analysis (MUSA) method. Furthermore the data were statistically analysed. The research results have shown that the overall satisfaction with TAXISnet can be characterised as moderate.

Keywords: citizens' satisfaction; e-government; service quality; TAXISnet; multi-criteria satisfaction analysis; MUSA. (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:22:y:2017:i:1:p:82-100

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