Evaluating Citizen e-Satisfaction from e-Government Services: A Case of Pakistan

Abstract

Citizen satisfaction is a critical and decisive factor for persistent use of e-Government services as it can substantially impact on failure or success of e-Government projects. Main hurdle for e-government planners and practitioners in Pakistan is to find out the key determinants of e-satisfaction of their citizens. This article actually tries to identify the major factors that drive Pakistani citizen's e-Satisfaction while using Punjab Province Portal (http://www.punjab.gov.pk/) in Pakistan. After extensive relevant literature review we formulated 7 hypotheses and distinguished 7 different determinants namely trust, accessibility, awareness of e-services, quality of e-services, computer anxiety, customer expectations and security/privacy. A sample of survey data from 200 employees in 8 universities in different cities of Punjab Province of Pakistan was gathered to perform data analysis. Several key outcomes based on multiple linear regression and factor analysis were exhibited. These final results would help to understand the degree of satisfaction of Pakistani citizens. E-governmental policy-makers and practitioners both would be benefitted by this analysis and results of these determinants of e-satisfaction. Some recommendations and implications of our findings were also addressed at the end.

E‐government implementation and monitoring: The case of Rwanda's ‘one‐stop’ E‐government

“…Malik, Shuqin, Mastoi, Gul, and Gul's () model proposes constructs to measure satisfaction through accessibility, trust, security, privacy, quality of public services, computer anxiety, and customer expectations. Information/content, navigation/accessibility, and customer service are some of the elements measured by the American Customer Satisfaction Index (Halaris et al, ).…”

Nias-mukalla web based systems success measurement and students satisfaction evaluation based on security factor of systems quality engineering theory (ISO 25010) and other factors

“…The earlier frameworks failed to identify clearly the factors and sub-factors that lead to satisfaction upon using a new system such as computer anxiety (CHEOK & WONG, 2015). A very balanced aspect of satisfaction formulation by investigating computer anxiety (MALIK et al 2016).…”

Research Foci, Methodologies, and Theories Used in Addressing E-Government Accessibility for Persons with Disabilities in Developing Countries

“…E-government is seen as a necessary tool for improved governance especially in developing countries, where corruption in government is perceived to be high (Bal, Biricik, & Sari, 2015;Gupta & Jana, 2003;Mistry & Jalal, 2012). It is thought that E-governments in developing countries have the potential of improving quality of government services to citizens as well as government-citizen interactions (Basu, 2004;Malik, Shuqin, Mastoi, Gul, & Gul, 2016;Ndou, 2004). Most cited benefits of E-governments include the provision of fast and efficient service to citizens at a reduced cost (Agangiba & Agangiba, 2013;Mittal & Kaur, 2013).…”

“…Most cited benefits of E-governments include the provision of fast and efficient service to citizens at a reduced cost (Agangiba & Agangiba, 2013;Mittal & Kaur, 2013). E-government also helps to promote transparent and effective governance (Malik et al, 2016;Tolbert & Mossberger, 2006). It is perceived that adoption of E-government improves resource management and accountability (Fang, 2002;Stanforth, 2006).…”

“…Selection of appropriate design guidelines and evaluation tools play a useful role in developing accessible websites (Arrue et al, 2008;Paternò & Schiavone, 2015). The process of design and evaluation helps to produce a citizen-centric design and ensure citizen satisfaction (Bertot et al, 2008;Malik et al, 2016). The model argues that if all constructs are comprehensively considered, E-government developed will be accessible to PWDs.…”