Information and Knowledge Management using ArcGIS ModelBuilder

eCitizen Satisfaction: The Case of eGovernment Websites
Panagiotis Manolitzas 1 , Athanasios Vozikis 2 , Denis Yannacopoulos 3 and
Nikolaos Matsatsinis 1
1
Technical University of Crete, Chania, Greece
2
University of Piraeus, Greece
3
Technological Educational Institute of Piraeus, Aigaleo, Greece
pmanol@gmail.com
avozik@gmail.com
dgian@teipir.gr
Abstract: Governments across Europe face the challenge of responding to public demand for more valuable,
responsive, transparent, efficient and effective services. The scope of our research is to evaluate eGovernment
services in Greece, analysing data of user satisfaction. Our research was conducted from March 1st, 2010 to
June 20th, 2010. For the purposes of the research a web site was constructed and the users had the opportunity
to answer a web based questionnaire and to express their satisfaction from The National Portal of Public
Administration ‘Hermes’. The analysis of the data is based on the MUSA method. MUSA (Multicriteria
Satisfaction Analysis) is an ordinal regression model which is based on the principles of multicriteria decision
analysis. The analysis of data showed that the majority of users declared that they are satisfied from the
eGovernment portal. In addition, our research, through the MUSA methodology, unveiled the quantitative global
and partial user satisfaction levels and determined the weak and strong points of the web portal. Furthermore, the
findings of our study will help governments to improve the effectiveness of their e-services and to develop more
effective and valuable websites.
Keywords: eGovernment, website evaluation, e-services, user satisfaction, multicriteria analysis
1. Introduction
Nowadays, all Governments across the world try to provide valuable services through the public
sector to both citizens and businesses. E- Government gave the advantage to governments to
achieve this goal. Information Technology is increasingly being viewed as a key component in
improving the way the public sector provides services to citizens (Seneviratne, 1999). In Greece, the
Operational Programme Information Society promotes the Information and Communication
Technology (ICT) in the public sector. Electronic government (eGovernment) is the transformation of
the public sector's organization using ICT in order to serve the citizen and the enterprises better
(Terpsiadou & Economides 2009). Web portals, kiosks and mobile technologies were some of the
emerging means of offering government services (Potnis 2010.).
The scope of our research is to evaluate eGovernment services in Greece, analysing data of user
satisfaction. Service quality is considered the main determinant of customer satisfaction (Speng &
McKoy 1996). The importance of service quality evaluation through customer satisfaction
measurement is reinforced by the necessity of adopting a continuous improvement philosophy and
understanding customer perception.
Our paper is divided into 3 sections. In the first section we present the most common eGovernment
types and their characteristics and we review many surveys that have been contacted for web sites
evaluation. In the second section we present the methodology we used for the evaluation of the
government portal. Finally, we describe the sampling process of the survey, the data analysis and the
survey results.
2. eGovernment- web site evaluation
eGovernment is the use of information and communication technologies, and particularly the Internet,
as a tool to achieve better government (OECD 2003). In other words, electronic Government provides
the benefit of standardized services of information or even transactions, using electronic means and
mainly the Internet (Giannakopoulos & Manolitzas, 2009). Essentially, eGovernment concerns
transactions that are related to the interactions of Public Administration (OECD 2003): (a) with citizens
(Government to Citizens-G2C) providing services that are related to the submission of tax of income,
the publication of certificates etc, (b) with businesses (Government to Businesses-G2B) providing
services that are related to the submission of tax, contributions of social insurance, submission of
statistical data, etc, and finally (c) with public services in a particular type of transaction (Government
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