№2, 2020

Farhad F. Yusifov, Aysen C. Farajova

The article is devoted to the issue of multi-criteria assessment of e-services based on citizen satisfaction. For this purpose, the existing practice is studied to identify the factors influencing citizen satisfaction. Citizen satisfaction is considered one of the most important factors in assessing the effectiveness of e-government implementation. Analysis of international experience shows that existing studies on citizen satisfaction with the use of e-government services are based more on the analysis of reports of a different nature at the individual level and subjective assessment of data from common sources. According to the research results, there is a direct relationship between the quality of public services delivered and the level of satisfaction of citizens. However, this attitude is not always confirmed, and the level of satisfaction varies depending on whether the delivered government service meets the user's expectations.The quality of public services is a set of characteristics that determine the ability to meet the needs of citizens for the intended public services. There are a number of approaches, criteria, and models for assessing the quality of delivered e-services.  This article examines the criteria for the quality of public services that affect citizen satisfaction. E-services were assessed on the basis of citizen satisfaction using a multi-criteria assessment method. In an empirical experiment, the selected e-services were ranked based on the opinions of citizens (pp.39-50). 

Keywords:e-government, e-service, citizen satisfaction, multi-criteria evaluation model, public services.
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