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International Journal of Electronic Governance (7 papers in press)
Measuring citizen satisfaction with e-government services by using sentiment analysis technology by Gunay Iskandarli, Ramiz Aliguliyev Abstract: The state provides various services to citizens. Whereas the provision of these services electronically is an essential part of the e-government strategy, it is not enough. Thus, ensuring citizen satisfaction from these services is one of the significant responsibilities of the state. Considering it, in the paper we propose a method for measuring citizen satisfaction with e-services provided by government agencies and determining the rating of these agencies in society. In the proposed method, the citizen comments written for each service were sentimentally analysed, and consequently, the polarity score for each comment was evaluated. The average satisfaction score of the citizens for each service is evaluated according to the polarity score of the comments and the influence of the citizens who made these comments. The influence weight of the citizen in society is determined on the basis of the analysis of his social media accounts. Finally, using the citizens average satisfaction score for e-services, the average satisfaction score of each government agency is evaluated and the rating of these institutions in society is determined. Keywords: e-government; social media; e-service; citizen satisfaction; sentiment analysis; satisfaction score. DOI: 10.1504/EG.2023.10042630
Overhauling democracy by switching to corporate-like governance by George Bitros Abstract: With few exceptions, representative party democracy is dysfunctional due to structural deficiencies like the impossibility of representation in groups, the asymmetry of information, the state capture by political parties, and the uncoordinated administrative polycentrism. Hence, should circumstances render imperative a regime change, citizens should opt for digital citizen-managed democracy, which combines key elements from the direct democracy of classical Athens with aspects of governance in multinational corporations, and functions by digital Information and Communications Technologies. For, self-government in this context is superior because, first, it is free from the above innate deficiencies, and second, it is endowed with several advantages. In particular, it matches policy choices to citizen preferences. It offers institutional flexibility and efficiency. Citizens as shareholders of the state engage and take responsibility for the institutions of democracy, and the problems of asymmetric information and management coordination are confronted through discussion in the electronic Ecclesia of Demos. Keywords: Deficiencies of representative democracy; Athenian democracy; Governance in multinational corporations; Prospects for digital citizen-managed democracy. DOI: 10.1504/IJEG.2022.10043302
A systematic review of technological innovation and e-government in public management reforms in developing countries by Kot David Nguar Abstract: Public management reforms through ICTs and the agile methodological approach enhance public value creation and e-governance, which enriches public policies and consolidates institutional efficiency, transparency, and accountability in developing countries. This study aims to contribute to the ongoing discussion on e-government and technological innovation on public management reforms, a less researched field. It adopted the Technological Acceptance Model and New Public Management for hypothesizing reforms. Methodologically, it employed content and comparative analysis of published 151 peer-reviewed papers 2000 - 2019. Findings show technological innovation and e-government can significantly accelerate public management reforms. Europe and America exploit technological innovation to effect reforms and public value addition, in Africa and Asia, the public is interested in e-government because it creates efficiency. This study calls for empirical research to investigate the negative technological culture and rural communities' exclusion. The author calls for a better-integrated technology and systemic process: performance-oriented (efficiency) and value creation. Keywords: Digitalization; E-government; Technological innovation; Digital economy; developing countries; Public management reforms. DOI: 10.1504/IJEG.2022.10043307
APPLICATIONS FOR CITIZEN E-PARTICIPATION AND COMMUNICATION IN THE CZECH REPUBLIC - CURRENT SUPPLY AND CONTENT ANALYSIS OF MOBILE APPS. by Michael Fanta, Radek Sob?hart Abstract: The level of e-participation in the Czech Republic is below EU average in a long term. In order to expand the research on this topic, we created an overview of the municipal mobile apps that are being used in the Czech Republic, analysed their functions, and performed a pilot evaluation. Overall, 84 mobile apps from Google Play Store and Apple Appstore were sorted into 15 types and divided into the two main groups according to their design: 1) universally designed products that municipalities can use for an appropriate monthly flat fee which depends/varies based on its selected functions; 2) custom designed products according to the requirements of the municipalities management. We conducted a content analysis of the applications and identified their offered functions. Via a pilot evaluation we discovered that the universally designed apps scored significantly higher in four out of the five evaluated criteria than the custom designed apps. Keywords: e-participation; communication; citizen; municipality; mobile application; content analysis; evaluation; Czech Republic. DOI: 10.1504/IJEG.2022.10043470
A Comprehensive Model for Examining Multi-dimensional Users Trust of M-Government Services by Ayman Alkhaldi Abstract: Though the trust construct is identified as the entrance to e-government adoption, previous studies have measured the effect of trust using general sub-dimensions, which leads to generalised results. However, trust is a wide-ranging concept and warrants conceptualisation as a multi-dimensional factor and the main indicator of a users perception in online transactions. Therefore, this research proposes a multi-dimensional trust model to provide a better understanding of the possible determinants associated with the concept of trust in users intention to use m-government services. Structural equation modeling using AMOS software was applied in the study. The results distinguish between trust sub-dimensions and show that users trust governmental capabilities; trust in m-government systems can decrease their perceptions of risk, but not users trust in the governments involvement, nor in mobile internet and service quality. Users also trust personal technical literacy; further, trusting mobile phone capabilities can increase users intention to use m-government services. Keywords: comprehensive model; multi-dimensional; trust; m-government; e-government; mobile services; perception of risk; intention to use; developing countries; adoption. DOI: 10.1504/IJEG.2022.10046683
The Practice of New Public Management in Digitalization of Election Campaign by Ni Wayan Widhiasthini, Nyoman Sri Subawa, Ida Nyoman Basmantra, Ni Nyoman Sri Wisudawati Abstract: This research contributes to the development of knowledge, especially campaign regulation, which needs to be adjusted by optimizing technology and digitization. To elaborate on campaign issues in the general election, a qualitative method with a descriptive approach was used. Determination of informants is done by purposive sampling. The implementation of the New Public Management has been adopted in an organizational and policy manner, involving the government, the private sector, and civil society in the election campaign. The scientific tradition has been built by public institutions, adapting to changes, paying attention to the social dynamics of the society in formulating public policies. The novelty in this research is policy innovation and the application of New Public Management in elections and optimizing the use of digital technology in campaigns. Keywords: New Public Management (NPM); political imaging; campaign regulation; digitalization era; election. DOI: 10.1504/IJEG.2022.10047346
Can governments rebuild trust of their citizens through e- government? The mediating effect of Good Governance by P. Ishani Anuradha, Pairote Pathranarakul Abstract: The repeated commitment towards studies on trust in government is ample within both academia and practitioners. However, the causes of decreasing trust have been extensively studied. A little was done on restoring the decreased trust, especially in developing countries. Thus, in this article, the author focuses on analysing the effect of e-government and mediating role of good governance in rebuilding trust in the government of Sri Lanka. Partial Least Square Structural Equation Modelling (PLS-SEM) was used to test the proposed model by utilizing responses of 281 citizens. Analysis results reveal that the proposed model is acceptable, showing the significant impact of e-government and good governance on trust in government. The results also confirmed the mediating role of good governance on the relationship between e-government and trust in government. Keywords: trust; trust in government; e-government; good governance; mediating effect; PLS-SEM. DOI: 10.1504/IJEG.2022.10048277