Citizen Satisfaction with E-Government Services: Case of Turkey

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International Journal of Research and Scientific Innovation (IJRSI) | Volume VI, Issue XII, December 2019 | ISSN 2321–2705

Citizen Satisfaction with E-Government Services: Case of Turkey

Meltem Ozturan, Ugurkan Surucu

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Management Information Systems Department, Bogazici University, Istanbul, Turkey

Abstract -The aim of this research is to identify and model the factors affecting citizen satisfaction with e-government services. For this purpose an empirical study is conducted with Turkish citizens. The study first reviews what factors affect e-government citizen satisfaction through literature. Based on this survey, a questionnaire is prepared and distributed to a convenience sample over internet. A total of 281 usable data are collected. Data are analyzed using IBM SPSS Software. Reliability analyses are applied to test internal consistency of the items in the questionnaire. Correlation analyses are used to estimate the effect of different factors on e-government citizen satisfaction. According to the analyses, the reliability of the questionnaire is found to be high and the results of the correlation analyses show that the factors ease of use, savings, trust and service quality defined in the model all have positive impact on e-government citizen satisfaction.

Keywords:E-Government, Citizen Satisfaction, Turkey, Ease of Use, Savings, Trust, Service Quality


Digitalization is one of the biggest issues of the 21st century business life and it is constantly growing in all areas of daily life. Both individuals and corporations attach great importance to the digitalization of business processes and invest largely in this field. As far as corporate companies are concerned, they are rapidly moving to build all business models on digital platforms in new initiatives. In daily life, a person is no longer just communicating via a mobile computer or phone, but also has become a daily routine to control bank accounts or to shop. Digital applications continue to take a lot of place in the life of a person from day to day. Besides people and corporations, states are also working on the conversion of public affairs to digital. E-government systems are one of these services. As individuals and private companies integrate the internet into their business environment, the states are starting to work online.