INVESTIGATING DIFFERENT USER PROFILES OF E-GOVERNMENT SERVICES FOR TURKEY

Authors : Abdulkadir HIZIROĞLU, Hala ALKHATİP, Emel AKTAŞ, Tunç D MEDENİ, Habin LEE, Özkan DALBAY

Pages : 12-22

View : 10 | Download : 2

Publication Date : 2013-06-01

Article Type : Research Paper

Abstract :Development of successful e-government services partially depends on to what extent these services meet the requirements, expectations and satisfaction of the users of the system. Tackling with this problem requires a systematic classification of users based on their expectations and satisfaction so that a detailed examination of different user profiles can be accomplished. That would be of great importance especially for the countries where information and communication insert ignore into journalissuearticles values(IT); literacy of the users varies and the usage of egovernment applications is low at the current state but has a potential to soar. The aim of this study is to classify the users of e-government services for Turkey according to their expectations and satisfaction levels for existing services and to suggest actions for future e-government services based on the profiles of these users. Benefiting from a rigorous quantitative research methodology, different user groups of e-government services are investigated in detail. The policy makers in Turkey can utilise the findings and recommendations of the study for developing new e-government services.
Keywords : e government, e government users, expectation and satisfaction of e government services, user profiling and segmentation