Abstract
The evaluation of users’ satisfaction from the available e-Government services is a very important factor for the e-Government evolution. In this research, the MUlticriteria Satisfaction Analysis (MUSA) method and the related software is used in order to evaluate the users’ satisfaction of agricultural e-Government services. For this reason, we used the results of a survey conducted for an agricultural e-Government web portal in Greece. Five main criteria and the thirty-one sub-criteria were used in order to calculate the global and partial users’ satisfaction. From the results, the strong and the weak points of the agricultural e-Government services and the specific usability attributes that are more crucial for the users’ satisfaction were determined. The results of the questionnaire revealed that the average level of the users’ satisfaction is high but there are still actions to be taken in order to improve the provided agricultural e-Government services. Furthermore, the users of agricultural e-Government services attributed great importance to the criteria of interaction and accessibility. The MUSA method highlights the actions that have to be taken using action and improvement diagrams.
Highlights
The reform of public administration leads governments to invest in e-Government projects and initiatives
“is the use of Internet and Communication Technologies (ICTs) in public administrations combined with organizational change and new skills in order to improve public services and democratic processes and strengthen support to public policies”—European Union [5]
56% of users were satisfied with the accessibility of the website, while 12% were dissatisfied
Summary
The reform of public administration leads governments to invest in e-Government projects and initiatives. Governments face the challenge to provide more valuable, responsive, efficient and effective services [17] This introduces a new requirement: to measure citizens’ satisfaction as a factor for continuous e-government improvement. The provided results can evaluate quantitative global and partial satisfaction levels and determine the weak and strong points of the agricultural e-Government services. This tool evaluates the user’s satisfaction levels in two dimensions, the global satisfaction and the partial satisfaction, for each of the satisfaction criteria [30] It provides a complete set of results that explains the users’ satisfaction level and analyzes in depth the advantages and weaknesses of the provided services [18].
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