Using Hotspot Information to Evaluate Citizen Satisfaction in E-Government: Hotspot Information

The identification of issues that the public cares about in e-government can help government agencies improve the quality of services and increase citizen satisfaction. In this environment, citizen satisfaction can be provided by finding hotspot services that the public and specific regions are interested in. For this purpose, a method for the detection of hotspot services, citizen satisfaction from these services, and the interests of the regions in e-government has been proposed. In this method, the number of uses from services and the service satisfaction rating has been calculated using the satisfaction score given to them, the system has been evaluated and the fields of the common interests of regions to services have been defined. The method has been evaluated in the practice. In addition, we gave information about citizen satisfaction in e-government environment, and presented a review of the related work.