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The purpose of this paper is to analyze and evaluate the current status of e-government services in Afghanistan. To identify the evaluation criteria based on citizen satisfaction from e-government services, the proposed government-to-citizen (G2C) evaluation model is considered in the context of Afghanistan.

A conceptual G2C evaluation model and e-government evaluation model are proposed. The criteria used for the G2C evaluation model is based on the demand and supply side, which have an immense effect on citizen satisfaction. The mixed research method (quantitative and qualitative) is used, and quantitative data analysis results are supported through qualitative data analysis.

The findings reveal that citizen satisfaction from e-government services in Afghanistan are affected by services availability on multiple channels, citizen-centric features, paralingual support, process performance, skills divide, awareness, information security and transaction security.

Yet to be addressed, three criteria deemed as significant factors are recommended to be included in the model, namely, government readiness, system quality (usability, service quality and information quality) for supply side and social divide for demand side. These three criteria can help in proposing a successful G2C evaluation model. Additionally, the quantitative data used in this study were collected through paper-based questionnaires. Data collection through Internet can help to get responses from various parts of the country for future evaluation of G2C services.

The key findings of this study are vitally important for e-government strategies and policy makers to design and disseminate appropriate e-government services to Afghan citizens. The proposed evaluation model can also be used as a guideline for e-government development in Afghanistan.

A conceptual model for e-government services evaluation approach is proposed based on literature review. The proposed G2C evaluation model identifies and validates key factors and criteria in the context of Afghanistan.

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Electronic government (e-government) has been suggested as an important tool to improve public services and enhance citizens’ trust in government. Several studies have examined the relationship between e-government service quality, satisfaction and trust in government with conflicting results. This conflict reveals the need for additional examination of the process relating e-government service quality to trust in government. This study aims to introduce a theoretical approach that considers a crucial factor, which is perceived government effort. The model proposes that perceived e-government service quality first leads to satisfaction, which in turn increases perceived effort that finally translates into trust in government.

This study proposes and tests a conceptual model that examines the relationship between e-government service quality, satisfaction, perceived effort and trust in government. The model is tested using mediated regression analyses and Hayes’s PROCESS macro. Data were collected from an online survey of 723 individuals who interacted with e-government services in Kuwait.

The results supported the proposed theoretical model and particularly confirmed the mediating role of perceived effort in the link between e-government service quality and trust in government.

The findings improve the understanding of the behavioral process linking satisfaction with citizen’s trust in the government.

The model introduces a crucial yet previously overlooked factor to the trust-building effect of e-government, which is perceived effort. This factor is particularly important in electronic services that inherently lack face-to-face interaction between citizens and government representatives.

Citizen's service centers (CSCs) are front-end delivery public points which aim to reduce bureaucratic procedures and improve citizens' services. The present study, based on the citizens' perceptions, aims to explore the impact of the CSCs' service quality on citizens' satisfaction and also to identify statistically significant differences with regard to service quality dimensions and citizen satisfaction among different groups of citizens.

A questionnaire survey was carried out based on the five dimensions of the SERVPERF model. Random sampling was used to acquire a representative and reliable sample of 1,226 respondents. Descriptive statistics, multiple linear regression analysis, T-test and ANOVA were applied to analyze the data.

According to the citizens' perceptions, the levels of the service quality dimensions and citizen satisfaction are medium to high. The service quality dimensions have a statistically significant impact on citizens' satisfaction. Moreover, statistically significant differences are observed among groups of citizens in terms of the service quality dimensions and citizen satisfaction.

The present study is stimulated by the existing gap identified in the literature in the field of the public sector and more specifically in the CSCs. Building on the public sector literature, the study examines the relationship between service quality dimensions and citizens' satisfaction from the services provided by the Greek CSCs, which are innovative public service organizations operating all over Greece. It also highlights key implications for public organizations and government policy decision-makers based on citizens' demographic characteristics.

This paper aims to examine the influence of user characteristics on preference for government service delivery channels. Preferences are understood as citizen use of and satisfaction with digital and traditional government contact modalities. User characteristics are represented by three constructs encapsulating the key elements of citizen features and attitudes.

The constructs are tested on data from a survey of 30 cities in China, resulting in 3,000 respondents, which asked questions on respondents’ use of and satisfaction with traditional modes (hotlines and service center channels) and digital modes (e-government and m-government channels) as well as respondents’ sociodemographics, technological capacity and view of government.

The results showed two important findings. First, service channel use was related to the first and second constructs (sociodemographics and technological capacity). Second, service channel satisfaction showed strong evidence of relation to the third construct, view of government.

The results of this study make an empirical contribution to understanding the features of citizens that influence channel choice for public service contacts.

This study contributes to the understanding of channel choice in three areas. First, it is an empirical study using survey data and so adds to a largely case-based and conceptual literature. Second, by looking at the impact of citizen attitudes about government and not just their sociodemographic features. Third, by examining channel choice in the context of a fast-developing country like China.

This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model’s primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both voluntary (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general. Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

The objective of this study was to analyse the influencing factors of citizens' dissatisfaction with government services during the COVID-19 pandemic to help government departments identify problems in the service process and possible countermeasures.

The authors first used cosine interesting pattern mining (CIPM) to analyse citizens' complaints in different periods of the pandemic. Second, the potential evaluation indices of customer satisfaction were extracted from the hotline business system through a hypothesis analysis and modelled using multiple regression analysis. During the index transformation and standardization process, a machine-learning algorithm of clustering and emotion analysis was adopted. Finally, the authors used the random forest algorithm to evaluate the importance of the indicators and obtain the indicators more important to citizen satisfaction.

The authors found that the complaint topic, appeal time, urgency of citizens' complaints, citizens' emotions, level of detail in the case record, and processing timeliness and efficiency significantly influenced citizens' satisfaction. When the government addresses complaints in a more standardized and efficient manner, citizens are more satisfied.

During the pandemic, government departments should be more patient with citizens, increase the speed of the case circulation and shorten the processing period of appeals. Staff should record appeals in a more standardized manner, highlighting themes and prioritizing urgent cases to appease citizens and relieve their anxiety.

Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government.

Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China.

The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role.

This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification.

This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.

The ability of the police to decrease victimization rates, protect human rights and social capital, to generate feelings of safety and to respond to citizens’ calls helps generate positive citizen feelings about the legitimacy of police as a law enforcement institution. Police approaches to reduce crime and violence are based mainly on objective measures, neglecting to assess its performance based on subjective perceptions. The conception that the citizens’ fear of being victims is not always reflective of the actual prevalence of crime highlights the importance of social surveys to assess the public’s perception of police performance. It is also important to assess employee satisfaction, since research indicates that the performance of first-line employees is influenced by their satisfaction. The purpose of this paper is to provide the first comparative study of both citizen and police officer satisfaction and evaluates their relationship.

This paper is based on a dyadic survey that measures citizens’ evaluation of police service quality as well as policemen’s job satisfaction. The data were analysed using the multicriteria methodology of multicriteria satisfaction analysis.

The results showed that policemen seem to be unsatisfied with their jobs, while citizens are quite satisfied with police performance. Specifically, policemen’s ability to be available for patrol is currently hampered by bureaucracy and other typical obligations. The tangibles criterion, which refers to buildings, offices and surveillance equipment, were characterized as inadequate by both policemen and citizens. It was also observed that police officers are not very satisfied with their amount of work may be the reason why citizens report median satisfaction levels in terms of police responsiveness.

This survey adds to management literature on job satisfaction and service quality, providing some additional findings regarding the police population. In addition, it combines related constructs supporting the claim that citizens can be satisfied with police services provided that police officers are satisfied with their jobs.

The purpose of this paper is to focus on the determinants of satisfaction with municipal services by local inhabitants in Lithuania. Specifically, the paper seeks to disclose the relations between the importance that citizens attribute to the objectives of a municipality, satisfaction with services, the perception of quality of life and socio-demographic characteristics of local inhabitants.

The theoretical assumptions were tested using the quantitative data of public opinion survey in Lithuania conducted in 2016. The representative sample (n=1,006) consisting respondents over the age of 18 years old was collected using the personal interview method in households from different municipalities. The exploratory and confirmatory factor analysis was employed to specify the constructs of the model. The structural equation modeling allowed revealing the relations between the importance of municipal objectives, satisfaction with services and infrastructure, the perception of quality of life and socio-demographic characteristics of citizens.

The findings indicate that there is a weak positive relation among the importance of municipal objectives and satisfaction with municipal services and infrastructure in case of Lithuania. There is a medium positive relation between satisfaction with services and infrastructure and perception of quality of life. The authors find that citizens living in cities attribute higher importance to the objectives of a municipality. The expectations increase within the age. The authors also find that residents living in cities are less satisfied (comparing to citizens living in towns and rural areas) with municipal services. The results indicate that citizens working in the private sector are less satisfied (comparing to unemployed citizens) with municipal services. The authors also find that such variables as education, age and income has a positive influence on the perception of quality of life.

Further research may specify the connection between the importance of municipal objectives, satisfaction with services, quality of life and socio-demographic characteristics more precisely. Specifically, the construct of the importance of municipal objectives was explained best as one factor due to the selection of objectives constituting the construct in the questionnaire. More precise measurement of the construct may reveal the agenda pursued by citizens and its relation to the socio-demographic factors.

The research reveals that satisfaction with municipal services and infrastructure is an important predictor of perceived quality of life for Lithuanians citizens on the local level. It sends an important signal to policymakers indicating that citizens that are living in cities, working in private sector feel less satisfied compared to other groups of inhabitants in rural areas. It also provides evidence that different profiles of socio-demographic characteristics should also be considered more carefully while designing responsive service provision systems in municipalities.

The paper provides a theoretical and methodological perspective that relates importance of municipal objectives, satisfaction with municipal services, infrastructure and perceived quality of life of local inhabitants. Moreover, it emphasizes the importance of socio-demographic characteristics of for municipal agenda and design of provision of public services.