Improving what matters the most to e-service consumers using the TDMVM analysis

Abstract

One of the common means of delivering e-government services to citizens is via Web sites. Building a Web site and publishing it to them should be the beginning of the service cycle, not its end. In other words, it is essential to evaluate the user satisfaction with the design and delivery of online services. To that end, and as a case study, we evaluate the e-services of one of the local e-governments in the United Arab Emirates and link the satisfaction of users to the design of the portal. We collect data from users using a customized SERVQUAL survey and analyse data using the Two Dimensional Mean Value Matrix (TDMVM) method in order to spot what services are most important to users and to what extent they are satisfied with them.