Information and Knowledge Management using ArcGIS ModelBuilder

4.2 Sample
Panagiotis Manolitzas et al.
The research was conducted from March 1 st , 2010 to June 20 th , 2010. For the purposes of the
research a web site was developed. Through the web site the users had the opportunity to answer a
web based questionnaire. The questionnaire had 18 questions and 130 questionnaires were collected
from a random sample of users. The hierarchical structure of the set of criteria and sub-criteria about
users’ satisfaction is presented in figure 3.
The responders consisted of 71 women and 59 men. Most of the responders were young. More
specifically, 104 responders were 18-25, 20 of them were 26-35, 5 were 36-45, and 1 responder was
46-55. Analyzing the income level, the majority of responders (95) earn less than 700€ per month, 23
questioned earn 701€-1400€, 7 of those surveyed earn 1401€-2000€, 2 earn between 2001€-3000€
and 3 responders earn more than 3000€. Regarding the educational level 17 responders have
graduated from secondary education, 94 of the responders holds a BSc degree and the rest 19 users
holds an MSc degree or a PhD.
4.3 Survey results
4.3.1 Global satisfaction function
This section refers to the results provided by the MUSA method. The functions of satisfaction
constitute the most important results of MUSA, since they express the real value that users give in a
determined level of satisfaction. Analyzing figure 4, it is obvious that the average global satisfaction
index is very high (78,89) indicating that the users are very satisfied regarding the e-gov Portal. The
added value curve for the global set of users is presented in figure 4. The added value curve has a
concave appearance, revealing that the users are satisfied even if a small percent of their prospects
is achieved. In addition the following figure shows the estimated value function given by the users to
the provided service. For example the users who declared to be “Somehow Dissatisfied”, actually
according to this value function they give a value of 65% to the provided services. This shows we are
dealing with extremely non-demanding customers. If for example the users were neutral the given
value for the above level of satisfaction scale would be less than 50%.The “Non-demanding
customers” situation refers to the case of a concave value function; customers express that they are
satisfied, although only a small portion of their expectations is fulfilled. (For more details please refer
to (Grigoroudis & Siskos 2002).
Figure 4: Global satisfaction function (added value curve)
4.3.2 Main satisfaction criteria frequencies
In table 1 we observe that the users are very satisfied considering the particular high output of web
site in the criterion of content.
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