ZeGo: Development and Validation of a Short Questionnaire to Measure User Satisfaction with e -Government Portals

In recent years, electronic services delivered via the World Wide Web have become increasingly important to governments.Substantial investments have been made to provide crucial services and information to citizens, businesses, and governmentalinstitutions. This paper presents the development of a short que stionnaire to measure user satisfaction with e-Governmentalportals. After two validations of the instrument with federal e-Governmental portals in Switzerland, a final set of 15 items remainedthat were tested with 2498 participants. The final version showed high internal consistency (Cronbach’s α) of .91, good itemdi fficulties (.51 to .82), and discriminatory power coe fficients (.49 to .81), as well as a moderate average homogeneity of .47. Thesurvey was translated into five languages.