Citizen Satisfaction and Influential Factors of E-Government Services During the COVID-19 Crisis: A Turkish Case Study
Journal Title: Journal of Corporate Governance, Insurance, and Risk Management - Year 2023, Vol 10, Issue 1
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.
Authors and Affiliations
Fulya Akyıldız, İlker Can
Keywords
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- EP ID EP732696
- DOI https://doi.org/10.56578/jcgirm100102
- Views 72
- Downloads 0
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