Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveler Information Systems (ATIS)

The public sector provides a variety of services to citizens. The delivery of information for these services over electronic means such as the Internet forms an important component of e-government strategy. However, providing information is not enough; it is imperative that this delivery satisfies customers of government services. This study focuses on evaluating a citizen-centric approach in the Advanced Travel Information Systems (ATIS) domain, a form of government-citizen information service. This paper summarizes two phases of research, including findings from the first phase. It details the structure and results of the preliminary study (n=71) of usability that was conducted in two major metropolitan areas — Los Angeles and Minneapolis. Based on findings from phase I; a more comprehensive concept of overall satisfaction with these services has been developed. The paper details this satisfaction measure and future directions for the study.