Evaluation of Citizen Satisfaction with E-Services: An Analysis Using the E-GovQual Model and Importance-Performance Analysis

Abstract

The transformation of public services into electronic formats (e-services) has gained significant momentum with the advancement of information and communication technologies, particularly due to the widespread use of the Internet and increasing citizen expectations. This transition has not only enhanced the efficiency of traditional public services but also facilitated new forms of e-governance that promote greater interaction, transparency, accessibility, and accountability between citizens and the state. Within this context, this study seeks to address the question: What are the key factors influencing citizens' satisfaction with e-services? The case of student satisfaction with the e-services provided by Anadolu University in Eskis¸ehirEskis¸ehir, Turkey, serves as the focal point for the investigation. A survey conducted among 1,000 students from eight faculties and one graduate school at Anadolu University assessed their satisfaction with a variety of e-services, including Anasis, Mergen, Anadolu Mobil, E-Mail, library services, cafeteria services, and others. The collected data were analyzed using a combined methodology that integrated the E-GovQual model and the Importance-Performance Analysis (IPA) method. The E-GovQual model provided a comprehensive framework for evaluating the quality of e-services, allowing for an in-depth understanding of students' perceptions. The IPA method, on the other hand, facilitated the identification of performance gaps in e-service delivery and highlighted areas in need of improvement, based on students' expectations. The findings of the analysis were used to formulate strategic recommendations for decision-makers, students, and researchers. This research contributes to the growing body of knowledge on e-governance and user satisfaction in educational institutions, offering practical insights for optimizing online platforms to better meet student needs and expectations.