Title: Assessment of e-government services by sentiment analysis of citizen comments

Authors: Ramiz M. Aliguliyev; Gunay Y. Iskandarli

Addresses: Institute of Information Technology, AZ1141, Azerbaijan Republic, Baku, B. Vahabzade Str., 9A, Azerbaijan ' Institute of Information Technology, AZ1141, Azerbaijan Republic, Baku, B. Vahabzade Str., 9A, Azerbaijan

Abstract: Evaluation of e-service quality is currently considered one of the current issues. By improving the quality of e-services through the analysis of citizen comments, organisations can gain an advantage in the online environment and improve their relations with citizens and their satisfaction. Taking these into account, a new method was proposed in order to increase the quality of e-services, citizen satisfaction and their role in management. Sentiment analysis technologies were used in the proposed method. First, citizen comments were analysed for sentiment, using this, the positive and negative weight of each service was determined, based on this, the level of satisfaction of citizens with government bodies was determined. After that, the main problems that the citizens are concerned about and the extent to which these problems were promptly eliminated by the relevant government bodies were determined.

Keywords: e-service; electronic service; citizen satisfaction; sentiment analysis.

DOI: 10.1504/EG.2026.154894

Electronic Government, an International Journal, 2026 Vol.22 No.4, pp.403 - 419

Received: 10 Jul 2024
Accepted: 04 Aug 2025
Published online: 17 Jul 2026 *

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