Title: Measuring citizen satisfaction with e-government services by using sentiment analysis technology

Authors: Ramiz M. Aliguliyev; Gunay Y. Iskandarli

Addresses: Azerbaijan National Academy of Sciences, Institute of Information Technology, 9A, B. Vahabzade Street, AZ1141, Baku, Azerbaijan ' Azerbaijan National Academy of Sciences, Institute of Information Technology, 9A, B. Vahabzade Street, AZ1141, Baku, Azerbaijan

Abstract: The state provides various services to citizens. Whereas the provision of these services electronically is an essential part of the e-government strategy, it is not enough. Thus, ensuring citizen satisfaction from these services is one of the significant responsibilities of the state. Considering it, in the paper we propose a method for measuring citizen satisfaction with e-services provided by government agencies and determining the rating of these agencies in society. In the proposed method, the citizen comments written for each service were sentimentally analysed, and consequently, the polarity score for each comment was evaluated. The average satisfaction score of the citizens for each service is evaluated according to the polarity score of the comments and the influence of the citizens who made these comments. The influence weight of the citizen in society is determined on the basis of the analysis of his social media accounts. Finally, using the citizens' average satisfaction score for e-services, the average satisfaction score of each government agency is evaluated and the rating of these institutions in society is determined.

Keywords: e-government; social media; e-service; citizen satisfaction; sentiment analysis; satisfaction score.

DOI: 10.1504/IJEG.2022.129304

International Journal of Electronic Governance, 2022 Vol.14 No.4, pp.479 - 489

Received: 10 Jun 2021
Accepted: 18 Aug 2021
Published online: 06 Mar 2023 *

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