INVESTIGATING DIFFERENT USER PROFILES OF E-GOVERNMENT SERVICES FOR TURKEY

Öz

Development of successful e-government services partially depends on to what extent these services meet the requirements, expectations and satisfaction of the users of the system. Tackling with this problem requires a systematic classification of users based on their expectations and satisfaction so that a detailed examination of different user profiles can be accomplished. That would be of great importance especially for the countries where information and communication (IT) literacy of the users varies and the usage of egovernment applications is low at the current state but has a potential to soar. The aim of this study is to classify the users of e-government services for Turkey according to their expectations and satisfaction levels for existing services and to suggest actions for future e-government services based on the profiles of these users. Benefiting from a rigorous quantitative research methodology, different user groups of e-government services are investigated in detail. The policy makers in Turkey can utilise the findings and recommendations of the study for developing new e-government services.

Anahtar Kelimeler

• e-government, e-government users, expectation and satisfaction of e-government services, user profiling and segmentation

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