A SATISFACTION EVALUATION MODEL FOR E-GOVERNMENT SOLUTIONS AND SERVICES

Abstract

Government entities worldwide have striven to provide software solutions to better serve their citizens. Therefore, the need to produce software of high quality is essential. To assure such quality, it is important to evaluate e-government solutions and services from a quality perspective. In addition, assessing the quality of e-government services and solutions using current standards and/or models, such as the ISO/IEC 25010, requires having access to data and information related to these solutions and services from its provider, which is often difficult or troublesome. The objective of this work is to bridge the gap of evaluating e-government. Therefore, a model is developed to evaluate the quality of e-government solutions and services based on users’ expectations of four aspects that contribute to quality: general satisfaction, satisfaction with features, trust, and pleasure, without the need to gain access to data and information from the e-government provider. These four aspects correspond to the sub-characteristics associated with Satisfaction, which is a characteristic of the ISO/IEC 25010 Quality-in-Use model. Moreover, the proposed model utilizes a subset of sub-characteristic measures, those of which that only use a questionnaire as a data collection method. The proposed model incorporates a scoring mechanism, and an evaluation scheme. Furthermore, the applicability of the model is shown via an implementation of a practical example, where e government solutions and services in Saudi Arabia were evaluated and assessed using the proposed model. Results showed that e-government in Saudi Arabia achieved a percentage that conforms with the United Nation’s Electronic Government Development Index report published in the year 2024.