Citizen Satisfaction and Influential Factors of E-Government Services During the COVID-19 Crisis: A Turkish Case Study
Citizen Satisfaction and Influential Factors of E-Government Services During the COVID-19 Crisis: A Turkish Case Study
Author(s): Fulya Akyıldız, İlker CanSubject(s): Government/Political systems, Politics and communication, Social development, Economic development, ICT Information and Communications Technologies, Socio-Economic Research
Published by: Acadlore Publishing Services Limited
Keywords: E-Government (eGov); Satisfaction; COVID-19; Turkey;
Summary/Abstract: This study aimed to evaluate citizen satisfaction with e-Government (eGov) services in Turkey amid the COVID-19 pandemic and identify the key factors influencing satisfaction levels. Data were collected from a random sample of 396 citizens residing in Usak, Turkey, who utilized eGov services throughout the crisis. Factor analysis and multiple linear regression methods were employed to examine the gathered data. The results revealed that the performance of eGov services and citizens' trust in the government were significant predictors of satisfaction with eGov services in the context of a pandemic. These findings offer valuable insights into enhancing eGov implementation in Turkey and suggest potentially beneficial strategies for nations with similar eGov infrastructures and socio-economic development. The broader implications of these findings for both practical applications and future research are subsequently explored in this study.
Journal: The Journal of Corporate Governance, Insurance, and Risk Management (JCGIRM)
- Issue Year: 10/2023
- Issue No: 1
- Page Range: 9-20
- Page Count: 12
- Language: English