How Do Citizens View Digital Government Services? Study on Digital Government Service Quality Based on Citizen Feedback

Abstract

Research on government service quality can help ensure the success of digital government services and has been the focus of numerous studies that proposed different frameworks and approaches. Most of the existing studies are based on traditional researcher-led methods, which struggle to capture the needs of citizens. In this paper, a citizen-feedback-based analysis framework was proposed to explore citizen demands and analyze the service quality of digital government. Citizen feedback data are a direct expression of citizens’ demands, so the citizen-feedback-based framework can help to obtain more targeted management insights and improve citizen satisfaction. Efficient machine learning methods used in the framework make data collection and processing more efficient, especially for large-scale internet data. With the crawled user feedback data from the Q&A e-government portal of Luzhou, Sichuan Province, China, we conducted experiments on the proposed framework to verify its feasibility. From citizens’ online feedback on Q&A services, we extracted five service quality factors: efficiency, quality, attitude, compliance, and execution of response. The analysis of five service quality factors provides some management insights, which can provide a guide for improvements in Q&A services.