Assessment of citizen satisfaction with e-government services in IranReport as inadecuate




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2012 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis

Abstract [en] : Customer satisfaction became an important construct for the governmental services in the last three decades. The governments adopted it as a high priority to attain their goals, and E-government services are no exception. One of the most important expectations of the Iranian citizens from e-government is an improvement in services at state organizations. It needs to satisfy the prerequisites for its success in Iran through the citizen satisfaction. This research intends to explore some satisfaction factors (efficiency, reliability, accessibility, completeness, customization and usability) to assess the citizens’ satisfaction of using an e-government service, specifically the service related to Electronic Value Added Tax (EVAT) in Iran. Descriptive statistics are used and co-relational study is applied to determine the relationship among variables. The sample of this study is made up of 386 participants and a proportional stratified random sampling technique is used. Pearson’s Product Moment, Spearman’s Correlation coefficients and Structural Equation Modeling are used to determine the relationship between the independent variables and the perceived overall satisfaction of e-value added tax service. Between all studied factors, it was found out that there were only two factors affecting the perceived overall satisfaction of e-value added tax service, which are Efficiency and Usability. The obtained results can represent a reference to local and national governments in Iran and in other countries in their process of seeking citizens’ satisfaction.

Place, publisher, year, edition, pages: 2012. , 114 p.

Keyword [en] : Social Behaviour Law, E-Government, e-services, e-value added tax, satisfaction, citizen satisfaction

Keyword [sv] : Samhälls-, beteendevetenskap, juridik

Identifiers: URN: urn:nbn:se:ltu:diva-54172Local ID: b26273f2-26a3-4ae7-91c8-c267e0552f6aOAI: oai:DiVA.org:ltu-54172DiVA: diva2:1027552

Subject / course: Student thesis, at least 30 credits

Educational program: Business Administration, master's level

Supervisors : Keramati, AbbasChelbi, Anis

Note: Validerat; 20120404 (anonymous)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved



Author: Yahya Sheibani, Maryam

Source: http://ltu.diva-portal.org/







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