E-public Services Evaluation, based on Citizens’ Perception, (The Albanian Case)

Abstract

The development of Information and Communication Technology (ICT) in recent years has significantly affected business activities in the private sector, as well as in the public sector. Over the years, there has been a growing trend in utilizing technology to provide public services at national and global levels. In Albania, the government and public agencies have faced challenges in implementing electronic services, aiming to enhance the efficiency of public service delivery and meet the needs of citizens and society. The objective of e-government is to cater to the general public’s expectations and satisfaction by offering valuable public services. In this regard, an e-government platform plays a crucial role in facilitating the efficient provision of electronic services, enabling citizens, businesses, and the public to interact successfully with the government and its institutions. The increasing demand for electronic services in Albania is driven by citizens’ desire to improve the quality of public service delivery. To assess the significance of electronic services, this study examines relevant indicators on the e-Albania platform. A survey was conducted in the Tirana region of Albania, involving the distribution and completion of 190 questionnaires. The variables were evaluated using a Likert scale (1-5 rating). The main objective of this research is to assess citizen perception and evaluate the importance of electronic services offered by the e-Albania platform, through measuring citizen’s perception.