INVESTIGATING DIFFERENT USER PROFILES OF E-GOVERNMENT SERVICES FOR TURKEY

Yıl 2013, Cilt: 5 Sayı: 1, 12 - 22, 01.06.2013

Abdulkadir Hızıroğlu Hala Alkhatip Emel Aktaş Tunç D. Medeni Habin Lee Özkan Dalbay

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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