An Empirical Investigation of User Involvement, Website Quality and Perceived User Satisfaction in eGovernment Environments

Abstract

Abstract. With the goal of shedding light on the impacts of user involvement in eGovernment environments, this study focuses on website quality and user satisfaction. To gain insights into the public sector, empirical data are collected through an online survey among public sector employees. The findings reveal that less than fifty percent of the organizations have conducted user testing of their website. However, most of them believe that they present a website of high quality. There is no clear relationship between the frequency of user testing on information quality and service quality, while user testing has a weak positive effect on system quality, perceived from an organizational point of view. Moreover, the findings reveal a positive relationship between the frequency of user testing conducted, and the extent to which the website users are perceived as being satisfied. This paper concludes that further investigation is needed in order to facilitate high quality interactions and great user experiences, and provide additional insights to the role of user testing in an eGovernment context.

E-government portals best practices: a comprehensive survey

“…This includes rich content, periodical change, statements, translations and understandability (Georgescu and Georgescu, 2008;Berntzen and Olsen, 2009;United Nations, 2012a, 2012bDeLone and McLean, 1992;ECTQM, 2002;Delone, 2003;Choudrie et al, 2004;Makolm, 2002;Kumar et al, 2007;Capgemini, 2009;West and Deitch, 2004;Sørum, 2011;PLAIN, 2014). This includes rich content, periodical change, statements, translations and understandability (Georgescu and Georgescu, 2008;Berntzen and Olsen, 2009;United Nations, 2012a, 2012bDeLone and McLean, 1992;ECTQM, 2002;Delone, 2003;Choudrie et al, 2004;Makolm, 2002;Kumar et al, 2007;Capgemini, 2009;West and Deitch, 2004;Sørum, 2011;PLAIN, 2014).…”

“…• Relevancy: It relates to organising the e-portal's web content according to the citizens' needs (Alasem, 2009;Capgemini, 2009;Sørum, 2011;United Nations, 2012b). …”

“…• Understandability: It relates to writing the web content in an understandable way (DeLone and McLean, 1992;Delone, 2003;West and Deitch, 2004;Sørum, 2011;PLAIN, 2014).…”

“…Relevancy (Alasem, 2009;Capgemini, 2009;Sørum, 2011;United Nations, 2012b) Accessibility ( Statements (ECTQM, 2002;Makolm, 2002;Kumar et al, 2007;Georgescu and Georgescu, 2008;Capgemini, 2009) Translation (Georgescu and Georgescu, 2008;Berntzen and Olsen, 2009;Capgemini, 2009;United Nations, 2012b) Understandability (DeLone and McLean, 1992;West and Deitch, 2004;Delone, 2003;Sørum, 2011;PLAIN, 2014) External Advertising (West and Deitch, 2004;Berntzen and Olsen, 2009;United Nations, 2012b) Referencing Incentives (United Nations, 2012b)…”

“…• An intuitive and visually pleasing e-portal (Sørum, 2011): For example, the 'My CPF' e-portal in Singapore (United Nations, 2012a).…”