Title: Empirical study on electronic government in developing countries by using fuzzy Delphi and TOPSIS techniques

Authors: Aminreza Kamalian; Fatemeh S. Shahmehr; Peyman Ajdari; Seyed Mohammad Sadegh Khaksar

Addresses: Department of Management, University of Sistan and Baluchestan, Zahedan, 1433433162, Iran ' Department of Management, Monash Business School, Monash University, Melbourne, 3145, Australia ' Faculty of Entrepreneurship, University of Tehran, Tehran, 1439813141, Iran ' Department of Management and Marketing, La Trobe Business School, La Trobe University, Melbourne, 3086, Australia

Abstract: The recent implementation of information and communication technology (ICT) in public sector services (called electronic government) has increasingly led to simplification of the services provided by today's governments and governors consequently are trying to optimise the efficiency of services by segmentation and prioritisation of service sectors. Hence, the main objective of this research is to reconsider and prioritise government e-services in 10 groups including education, healthcare, communication, transportation, law and justice, culture and religion, agriculture and ecology, security and citizenship rights, finance and business services. The research methods used to study e-government are practical and disruptive surveys. Moreover, the fuzzy TOPSIS technique has been employed to examine these sectors. The research findings suggest that alongside other services, governments must more closely consider education and healthcare services as priority areas in establishing e-government. We also provided some practical implications as well as recommendations for governors and policy makers.

Keywords: e-government; e-services; fuzzy Delphi; fuzzy TOPSIS; citizen's satisfaction.

DOI: 10.1504/IJEB.2017.086113

International Journal of Electronic Business, 2017 Vol.13 No.4, pp.295 - 322

Received: 28 Apr 2016
Accepted: 03 May 2017

Published online: 16 Aug 2017 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article