Assessing e-Participation via user’s satisfaction measurement: the case of OurSpace platform

Loukas Kipenis () and Dimitris Askounis ()
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Loukas Kipenis: National Technical University of Athens
Dimitris Askounis: National Technical University of Athens

Annals of Operations Research, 2016, vol. 247, issue 2, No 10, 599-615

Abstract: Abstract The field of e-Participation is expanding as many similar platforms have been created to elicit citizens’ opinions on political and social issues in modern democracies especially under political and economic crises. The development of the field has been supported by emerging web technologies such as social networking, data mining, sentiment analysis and collaborative systems. This paper presents a methodological framework to assess the main dimensions of an e-Participation system from the users’ perspective by measuring users’ satisfaction and highlighting its advantages and identifying its shortcomings in order to propose areas for improvement. The method refers to an e-Participation platform developed in the scope of the e-Participation project OurSpace. The evaluation framework of the project was realized through a questionnaire, suitably designed to be in line with the Whyte and Macintosh theory of three perspectives: social, technical and political. The assessment of the OurSpace platform was performed through the multi-criteria satisfaction analysis method. The method provided all satisfaction diagrams and indices so as to determine the users’ opinion about OurSpace e-Participation system and point out the needed actions towards improvement.

Keywords: Multiple criteria; e-Participation; Satisfaction analysis; MUSA method (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/s10479-015-1911-8

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