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approximate figure of 60% of internet users in Europe and other
developed and transition countries that have ever accessed egovernment
e-services, mainly for information purposes, while
only 10-25% of users have undertaken online transactions. On the
other hand, the Kosovo survey revealed that 55% of people
questioned would be interested for the provision of e-government
services at a transaction level (Table 2.).
Figure 5 The results of current use of e-government
Table 2. Preferred level of interaction
N %
Information level 70 23.3
Communication level 63 21.0
Transaction level 167 55.7
Total 300 100.0
Table 3. Statistics of internet access at home
What is the type of your internet access at
home N %
No internet access available 8 3.0
Other modem/other narrow band 57 19.0
Cable modem 230 77.0
No answer 5 2.0
Total 300 100.0
Surprisingly, 95% of respondents have reported to have an
internet access at home (Table 3.). The most reasons for the use of
internet are emailing and communication (80%) and reading news
(62%) while less than 18% of respondents have used the internet
for purchasing products online and lesser for online banking.
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Table 4. Internet usage statistics
The use of internet N %
Not using or very rarely use 1 0.3
Less than 1 hour/week 15 5.0
1 to 5 hour/week 96 32.0
15 to 40 hours/week 125 41.7
More than 40 hours/week 63 21.0
Total 300 100.0
The Table 4 reveals the current practices on the use of internet,
showing that more than 62% of respondents are intensively using
internet more than 15 hours weekly.
Table 5. Assessment of overall governmental e-services
The overall assessment of the online services
offered by the public administration N %
Nonexistent 65 21.7
Inadequate 191 63.7
Adequate 34 11.3
Excellent 4 1.3
No answer 6 2.0
Total 300 100.0
The Table 5 reveals that the majority of respondents
(21.7%+63.7%) are not satisfied with the current level of
government e-services. This majority’s assessment of e-services
provided by the government is that these do not exist or are
inadequately implemented. This is to some extend consistent with
71% of participants that have visited the governmental portal vs.
85% indicating that the current level of e-services is
unsatisfactory. The individual evaluation of data received from
the questionnaires of the 28% of respondents that have never
visited the e-government portal (Figure 5.) shows that 84.5% of
them have rated the online e-services as unsatisfactory.
Table 6. Main reasons for the use of e-services
N %
Total 300 100.0
Time saving 255 85.0
Performing administrative tasks 243 81.0
from Avoiding home waiting queues 227 75.7
Shorten case processing and
220 73.3
response Immediate time notification about
207 69.0
missing Independence documents from office
132 44.0
working Cost savings hours
130 43.3
Other 4 1.3
The respondents were also asked to provide their most important
reasons for the use of governmental e-services. The main reasons
presented, as shown in Table 6, were related to the time saving
factor (85%), completion of administrative processes from home
(81%), avoiding queuing at administrative offices (75%) and the
quicker response time by the administration (73%). The majority