Measuring E-government System Users’ Satisfaction Using a Multicriteria Analysis Model: A Case Study of Botswana

Abstract

AbstractThis paper presents a rigorous evaluation of Botswana’s e-government system users’ satisfaction using a multicriteria satisfaction analysis (MUSA) model. While most experiments found the MUSA model rigorous and very useful, one study suggested that the model does not always give an interpretable result. The present study evaluates the usefulness of MUSA in the analysis of users’ satisfaction of Botswana e-government systems with a sample of 136 users comprising 35 IT professionals and 101 non-IT professionals. This sample was selected using a purposive sampling to select employees who have used at least one e-government system, and focusing on Botswana government ministries who first took up e-government systems initiatives. The results indicate that MUSA was appropriate in evaluating the system, and it gives interpretable results. Also, Botswana e-government systems has a global satisfaction index of 0.86 (86%) rating, a partial satisfaction index of 0.5447 (54.5%), a demand index of 0.385 (38.5%). The partial satisfaction index measurements for individual system components are actual use (44%), usability (81%), functionality (19%), efficiency (51%), reliability (27%), maintainability (29%), portability (41%), and operational readiness (25%). The sampled users are non-demanding users and are satisfied with the systems. Based on the partial satisfaction indices, components of the system with low ratings need improvement.KeywordsMeasurementE-government systemsUsers’ SatisfactionMulticriteria AnalysisGlobal Satisfaction