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

Authors: Michalis Skordoulis; Panteleimon Alasonas; Victoria Pekka-Economou

Addresses: Department of Business Administration, School of Economics, Business and International Studies, University of Piraeus, Piraeus, Greece ' Department of Business Administration, School of Economics, Business and International Studies, University of Piraeus, Piraeus, Greece ' Department of Business Administration, School of Economics, Business and International Studies, University of Piraeus, Piraeus, Greece

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.

DOI: 10.1504/IJPQM.2017.085848

International Journal of Productivity and Quality Management, 2017 Vol.22 No.1, pp.82 - 100

Available online: 17 Jul 2017 *

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