A Novel Approach to Satisfaction Framework for Social Issues Via E-Services

There are many social issues in Iran which affect citizens on multiple levels that government e-services attempt to address. However, these services could be improved. This paper addresses this need by proposing the Iranian citizen´s satisfaction Indexes for using e-government services. It proposes a comprehensive satisfaction index to evaluate the various e-government services in Iran. In order to achieve this assessment, we have designed a novel adaptive approach to citizen satisfaction framework concerning reliable performances and measures. In this paper we considered emotional dimension measures, capturing constructs such as utility, efficiency, and customization. Since no earlier study has been conducted based on the Iranian government websites, this model can certainly be beneficial to such websites which are responsible for supplying services to the citizens. Hence, the new method based on a Model for Adaptive Quality Measurement (MAQM), can enhance the e-government services in Iran as well as raising the efficiency and effectiveness of such services. According to this approach to the e-government portal of Iran, e-service´s capabilities can lead to more governmental profitability and success through improving significant services to citizens.