E V ALU A TIN G USER S A TIS F ACTION IN AN E-GOVERNMENT INITI A TIVE: RESU L TS O F STRUCTURA L EQU A TION MODELIN G AND FOCUS GROU P DISCUSSIONS

A m ajor dom ain of e-governm ent research has been the exam ination of inform ation delivery to citizens. These services involve com m unications and transactions betw een governm ent, at various levels, and citizens. The rise of these services has led to a concurrent need to develop m odels of citizen satisfaction w ith e-governm ental services. This research aim s to contribute to this need by devising such a m odel—EGOVSAT—and using it to evaluate citizen satisfaction. This m odel includes various perform ance and em otional m easures. To explore its applicability , the m odel is applied to online Advanced Transportation Inform ation Sy stem s (A TIS), a f orm of governm ent-to-citizen online service delivery . This paper presents results of a statistical analy sis of an online survey conducted to evaluate A TIS initiatives in Los Angeles (n = 155) and Minneapolis/St. Paul (n = 246). Using structural equation m odeling, a highly statistically significant goodness-of-fit w as found for the EGOVSA T m odel, w hich included 11 m easures capturing three constructs (utility, efficiency, customization) as affecting four em otional dim ensions (confidence, pleasantness, frustration, satisfaction). These quantitative results w ere then supplem ented w ith qualitative f indings f rom three f ocus groups that w ere conducted w ith survey participants. The overall results suggest that there is value in utilizing a robust m easure of citizen satisfaction, such as m easured by EGOVSAT.