Essay about Measuring User Satisfaction from E-Government Services

918 Words Aug 17th, 2014 4 Pages
Alawneh, A., Al-Refai, H., & Batiha, K. (2013). “Measuring user satisfaction from e-Government services: Lessons from Jordan”, Government Information Quarterly 277–288.

This study is about the identification of the determinants that influencing the users satisfaction towards e-Government services portal which was held in Jordan. in other words its about the determination Jordanians’ e-Satisfaction with Jordan’s e-Government services portal. Five factors were identified through past literature review includes security and privacy, trust, accessibility, awareness of public services, and quality of public services, that may affect the Jordanians' level of satisfaction towards using the Jordan e-Government portal ( The
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The main variables include security and privacy, trust, accessibility, awareness of public services, and quality of public services. Usually, the user satisfaction has been studied based on the productive and economical measures by using service quality models such as SERVQUAL and WEBQUAL. The five determinants in this study combine security, privacy and accessibility as technical constructs; trust and awareness of e-Government public services as behavioral constructs; and finally quality of e-Government public services as productive and economical constructs. This is parallel to the past study, Lucia and Victor (2007), mention the use of SERVQUAL because of the technical dimension, functional dimension as well as image dimension.

For the research methodology, a sample of 400 employees working four universities at the northern region of Jordan was selected as a unit of analysis. However, the returned questionnaires was 220 having the response rate of 55%. Unfortunately, among the returned questionnaires there are 14 of the questionnaires invalid, which resulted in 206 usable questionnaires. According to Sekaran and Bougie (2013), based on the rule of thumb sample sizes larger than 30 and less than 500 are appropriate for most research. The questionnaires consist of 36 questions and distributed via email. As for the result, security and trust are not

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