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E-government services quality and citizens' satisfaction: a multi-criteria satisfaction analysis of TAXISnet information system in Greece

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  • Michalis Skordoulis
  • Panteleimon Alasonas
  • Victoria Pekka-Economou

Abstract

The aim of this paper is to measure and analyse citizens' satisfaction with TAXISnet information system, a widely-used e-government service in Greece. The research focuses on the evaluation and analysis of citizens' satisfaction. The methodological approach is based on the principles of multi-criteria modelling, using the multi-criteria satisfaction analysis (MUSA) method. The factors that constitute citizens' satisfaction in this research were identified by the literature review and namely are content, navigation, appearance and, e-services. The collected data from 220 questionnaires were analysed using the multi-criteria satisfaction analysis (MUSA) method. Furthermore the data were statistically analysed. The research results have shown that the overall satisfaction with TAXISnet can be characterised as moderate.

Suggested Citation

  • Michalis Skordoulis & Panteleimon Alasonas & Victoria Pekka-Economou, 2017. "E-government services quality and citizens' satisfaction: a multi-criteria satisfaction analysis of TAXISnet information system in Greece," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 22(1), pages 82-100.
    • Handle: RePEc:ids:ijpqma:v:22:y:2017:i:1:p:82-100
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    Cited by:

    1. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.

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