How to fully exploit the results of e-government user surveys: the case of Slovenia

The article presents users' views on the development of e-government, addressing two interrelated questions that have not been sufficiently answered thus far: (1) How to increase the current low level of e-government use, and (2) How to advance the current practice of analyzing data from e-government satisfaction surveys in order to arrive at guidelines for decision-makers when shaping future actions of e-government development. For this purpose, a cause-and-effect model was developed and operationalized by a set of indicators observed by a citizen satisfaction survey carried out in Slovenia between 2005 and 2006. The model was then estimated using the PLS (Partial Least Squares) regression method. Finally, an improvement-priority matrix was applied to prioritize significant factors. The proposed manner of analyzing data from user surveys offers a universal tool for analyzing drivers and consequences of user satisfaction and the use of e-government, and prioritizing them in order to assist decision-makers in preparing future strategies, action plans, or guidelines for further developments. Points for practitioners 1. Methodological implications: • guidelines on how to conduct e-government user satisfaction surveys; • guidelines on how to analyze user survey data in order to formulate guidelines for future development of e-government. 2. Empirical implications: • results of e-government user satisfaction survey in Slovenia and other countries; • guidelines for future development of e-government services in Slovenia and beyond.