Forthcoming and Online First Articles

International Journal of Electronic Governance

International Journal of Electronic Governance (IJEG)

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International Journal of Electronic Governance (6 papers in press)

Regular Issues

  • Measuring citizen satisfaction with e-government services by using sentiment analysis technology   Order a copy of this article
    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
    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
  • The Practice of New Public Management in Digitalization of Election Campaign   Order a copy of this article
    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   Order a copy of this article
    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
  • Governance mechanisms in vulnerable communities using a technology platform: A study case in 13 de Noviembre, Colombia   Order a copy of this article
    by Sara Yepes, Jeferson J.F. Martinez, Fabio Suarez, Jose J.A. Barragan, Margarita M.M. Corrales 
    Abstract: Information and communication technologies (ICTs) have transformed the interactions between people. However, in developing countries, the lack of means, infrastructure, and technologies have increased basic needs, reduced citizen participation, and delayed social, economic, and political transformation processes. This is especially noticeable in the governance limitations caused by the digital gap in the case examined here, i.e., the 13 de Noviembre neighbourhood in the 8th district in Medellin, Colombia. The objective of this study was to design and implement a technology platform that provided services through a web portal to this vulnerable population as a governance improvement strategy. A wireless network infrastructure in the ISM band was designed and implemented, and services were enabled through a captive portal with authentication. The appropriation of ICTs enables the implementation of strategies to improve governance because citizens can conduct multiple activities online.
    Keywords: governance; technology platform; captive portal; wireless network; ICT.
    DOI: 10.1504/IJEG.2023.10050660
  • Assessing the National Complaint Handling System in Indonesia (LAPOR!) Using the Design   Order a copy of this article
    by Dian Ayu Puspitasari, Teguh Kurniawan 
    Abstract: This study aims to assess the possibility of failure or success of the national complaint handling system in Indonesia, LAPOR!, using the design
    Keywords: Complaint Handling; Design–Reality Gap; E-Government; E-Government Failure; E-Government Success; E-Government Sustainability; ITPOSMO; LAPOR!; Public Service.
    DOI: 10.1504/IJEG.2023.10052235