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Inicio  /  Administrative Sciences  /  Vol: 14 Par: 3 (2024)  /  Artículo

Factors Influencing User Perception and Adoption of E-Government Services

Galina Ilieva    
Tania Yankova    
Margarita Ruseva    
Yulia Dzhabarova    
Veselina Zhekova    
Stanislava Klisarova-Belcheva    
Tanya Mollova and Angel Dimitrov    


The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on user satisfaction by integrating both traditional and modern data analysis techniques. Structural Equation Modelling (SEM), machine learning (ML) techniques, and multi-criteria decision-making (MCDM) methods have been applied to survey data to uncover the interdependencies between variables from the perspective of online users. The developed models discover and explain the underlying relationships in user attitudes towards e-government services. As the perception of customer satisfaction is subjective and dynamic, stakeholders should conduct regular measurements and data analysis to ensure continuous improvement of e-public services.

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