Evaluating User Expectancy and Satisfaction of e-Government Portals

Abstract

Most essential issues in e-Government services are how to improve the e-government information quality, usability, accessibility and effectiveness of e-government services for citizen. Current studies on e-government evaluations are focusing on measuring the rating of services to evaluate the website source and services. However, it is difficult to know a factual satisfaction of users with this method. This study provides a model based on a rating of services and user needs/expectancy to evaluate user satisfaction of website resources and services. The paper presents a case study on Evaluating Indonesian central government institutional e-Government, based on the concept of public value methodology of e-government portals evaluation. The paper also describe designing evaluation sheet, data collection and analysis strategies of a case study in Indonesian central government's e-government portals evaluation.