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

Faculty of Administration, University of Ljubljana, Slovenia

Tina Juki

Faculty of Administration, University of Ljubljana, Slovenia

Mirko Vintar

Faculty of Administration, University of Ljubljana, Slovenia

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.

Key Words: e-government • prioritization • quality • requirements • satisfaction • use

International Review of Administrative Sciences, Vol. 75, No. 1, 117-149 (2009)
DOI: 10.1177/0020852308099509


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