How to fully exploit the results of e-government user surveys

The case of Slovenia

Bibliographic Data

ID9960950
AuthorsMateja Kunstelj (Faculty of Administration, University of Ljubljana, Slovenia, corresponding author), Tina Jukić (0000-0003-3544-5491, Faculty of Administration, University of Ljubljana, Slovenia), Mirko Vintar (Faculty of Administration, University of Ljubljana, Slovenia)
Year2009
Volume75
Issue1
Pages117-149
Publication date2009-03-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInternational Review of Administrative Sciences (JOURNAL)
Journal identifiersISSN: 0020-8523 • E-ISSN: 1461-7226
PublisherSAGE Publications (PUBLISHER • US)
DOI10.1177/0020852308099509
OpenAlexW2129503424
LanguageEN
Citations received4
References cited37

The article presents users' views on the development of e-government, addressing two interrelated questions that have not been sufficiently answered thus far: (1) How to increase the current low level of e-government use, and (2) How to advance the current practice of analyzing data from e-government satisfaction surveys in order to arrive at guidelines for decision-makers when shaping future actions of e-government development. For this purpose, a cause-and-effect model was developed and operationalized by a set of indicators observed by a citizen satisfaction survey carried out in Slovenia between 2005 and 2006. The model was then estimated using the PLS (Partial Least Squares) regression method. Finally, an improvement-priority matrix was applied to prioritize significant factors. The proposed manner of analyzing data from user surveys offers a universal tool for analyzing drivers and consequences of user satisfaction and the use of e-government, and prioritizing them in order to assist decision-makers in preparing future strategies, action plans, or guidelines for further developments. Points for practitioners 1. Methodological implications: • guidelines on how to conduct e-government user satisfaction surveys; • guidelines on how to analyze user survey data in order to formulate guidelines for future development of e-government. 2. Empirical implications: • results of e-government user satisfaction survey in Slovenia and other countries; • guidelines for future development of e-government services in Slovenia and beyond

Business · Computer security · E-Government · Exploit · Government (linguistics · Information and Communications Technology · Knowledge management · Management science · Operationalization · Order (exchange · Political science · Process management · Public relations · Set (abstract data type · Statistics · Survey data collection · World Wide Web · Computer Science · E-Government and Public Services · Engineering · ICT Impact and Policies · Mathematics · Technology Adoption and User Behaviour

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