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Vatandaş Odaklı Hizmet Sunumu Memnuniyet Ölçümü

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journal contribution
posted on 2019-01-12, 21:24 authored by İsmail Bakan, Ahmet Hamdi Aydın, Muhsin Kar, Bülent Öz, Özkan Dalbay, Asım Balcı, Tunç Durmuş Medeni, İhsan Tolga Medeni


The aim of this work is to measure the citizen satisfaction from e-government services in Turkey. Accordingly, empiric and theoretical works on “measuring citizen satisfaction from services” provided via E-Government Gateway are discussed. The theoretical works underline the use of Structured Equation Model for measuring citizen satisfaction. The developed model is validated by the collected data from citizens that use the e-government services provided via the gateway. This article, which shares the results of this measurement results, is considered to be the most comprehensive and innovative study in the field of measuring citizen satisfaction from e-government services in Turkey. The resulting work will contribute to the citizen- oriented e-government works in Turkey and the rest of the world.

Editor: H. Kemal İlter, Ankara Yıldırım Beyazıt University, Turkey
Received: August 19, 2018, Accepted: October 18, 2018, Published: November 10, 2018

Copyright: © 2018 IMISC Bakan et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.