An analysis of electronic government sites in Brazil from the perspective of service users and their satisfaction

The e-government websites (e-gov) have been much analyzed from the point of view of the technical aspects; there are few studies that evaluate the same from the point of view of the users of the services offered by these sites. This study proposed a model of analysis services sites e-gov evaluated the technique of content analysis of these identified sites and service levels of the attributes of the model. The main contributions of the study are: a critique of the weaknesses in key sites analyzed and a proposal of a comprehensive model that facilitates the orientation to meet the main dimensions to be considered, namely: efficiency, fulfillment, system availability, privacy, site and synergy. From the managerial point of view, the study contributed a model of easy application that may help identify the most important aspects of e-gov services.

electronic government; services; satisfaction; model; site


Fundação Getulio Vargas Fundaçãoo Getulio Vargas, Rua Jornalista Orlando Dantas, 30, CEP: 22231-010 / Rio de Janeiro-RJ Brasil, Tel.: +55 (21) 3083-2731 - Rio de Janeiro - RJ - Brazil
E-mail: rap@fgv.br