E-government services quality and citizens' satisfaction: a multi-criteria satisfaction analysis of TAXISnet information system in Greece Online publication date: Wed, 16-Aug-2017
by Michalis Skordoulis; Panteleimon Alasonas; Victoria Pekka-Economou
International Journal of Productivity and Quality Management (IJPQM), Vol. 22, No. 1, 2017
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.
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