Toward A New Evaluation Model of E-Government Satisfaction: Results of Structural Equation Modeling

A major domain of e-government research considers effective delivery of information to citizens (i.e. government-to-citizens services). These services involve all sets of communication and transaction between government, at various levels, and citizens. Research indicates that due to the expectations that people hold while utilizing public services available through digital means, there needs to be a citizen-centric or customer-centric delivery of information related to such services. The study extends this premise by evaluating citizens’ satisfaction with online governmental information services and formulating a model for satisfaction – EGOVSAT. This model includes various performance and emotional measures. To demonstrate the applicability and its generalization, the model is being applied to online Advanced Transportation Information Services (ATIS), a form of government-to-citizen online service delivery. This paper presents results of statistical analysis of online survey conducted in evaluating ATIS initiatives in Los Angeles (n = 155) and Minneapolis/St. Paul (n = 246). It presents an evaluated set of 15 questions based on the formulated model that can be extended for evaluating citizen interaction with egovernment initiatives.