Assessing Sustainable Development of e-Government Services Towards Citizen Satisfaction Through Continuous Improvement Approach

Online services offered by the government to individuals, companies, and other organisations are known as e-Government services. Digital technologies are used to deliver public services in a way that is sustainable in terms of the economy, society, and environment. Making sure that these services are easily available, reasonably priced, and effective is crucial for their sustainability. The “continuous improvement approach” refers to the process of regularly assessing and enhancing the quality of digital government services. Through a continuous improvement approach, this work adds to the idea of a new electronic transformation that would assist in developing nations to provide sustainable e-Government services. To achieve this, the researchers considered five factors: a rigorously controlled process, efficient services, agile accessibility, cutting-edge technology, trust, and awareness. The researchers discovered that the proposed approach was advantageous to both the government and the users, increasing the sustainability of those services. Through a continuous improvement strategy, the researchers built a model to analyse the link between sustainable e-Government services and citizen satisfaction. The proposed model was evaluated through structured questionnaire surveys. 150 respondents participated in the surveys that are using e-Government services. How the continuous improvement approach has improved citizen satisfaction in various nations was validated through case study method and secondary data.