Evaluating e-Government Services in Kurdistan Institution for Strategic Studies and Scientific Research Using the EGOVSAT Model

TL;DR

This paper evaluates user satisfaction with the Azya Office Automation software at Kurdistan Institution for Strategic Studies and Scientific Research, using the EGOVSAT model to assess its utility, reliability, efficiency, customization, and flexibility.

Contribution

It introduces an evaluation framework using the EGOVSAT model to assess e-government service quality and user satisfaction in a specific institutional context.

Findings

Software has a positive impact on governance efficiency.

User satisfaction is significantly influenced by reliability and utility.

The EGOVSAT model effectively measures e-government service quality.

Abstract

Office automation is an initiative used to digitally deliver services to citizens, private and public sectors. It is used to digitally collect, store, create, and manipulate office information as a need of accomplishing basic tasks. Azya Office Automation has been implemented as a pilot project in Kurdistan Institution for Strategic Studies and Scientific Research (KISSR) since 2013. The efficiency of governance in Kurdistan Institution for Strategic Studies and Scientific Research has been improved, thanks to its implementation. The aims of this research paper is to evaluate user satisfaction of this software and identify its significant predictors using EGOVSAT Model. The user satisfaction of this model encompasses five main parts, which are utility, reliability, efficiency, customization, and flexibility. For that purpose, a detailed survey is conducted to measure the level of user satisfaction. A total of sixteen questions have distributed among forty one users of the software in KISSR. In order to evaluate the software, three measurement have been used which are reliability test, regression analysis and correlation analysis. The results indicate that the software is successful to a decent extent based on user satisfaction feedbacks obtained by using EGOVSAT Model.