Thesis Abstract

Abstract
The advancement of information and communication technologies has transformed the landscape of public administration, particularly in the delivery of government services to citizens. E-Government services have emerged as a promising platform to enhance citizen engagement and satisfaction in local government agencies. This thesis aims to analyze the impact of E-Government services on citizen engagement and satisfaction within the context of local government agencies. The study begins with an exploration of the theoretical framework underpinning E-Government services and their potential effects on citizen-government interactions. A comprehensive literature review is conducted to examine existing research on E-Government services, citizen engagement, and satisfaction in the public administration domain. The review highlights the importance of digital platforms in facilitating communication, participation, and service delivery between governments and citizens. The research methodology section outlines the design and implementation of a mixed-methods approach to collect and analyze data on the impact of E-Government services. Data will be gathered through surveys, interviews, and case studies conducted within selected local government agencies. The methodology aims to provide a holistic understanding of how E-Government services influence citizen engagement and satisfaction levels. Findings from the study will be presented and discussed in detail in Chapter Four, focusing on the key outcomes and implications for local government agencies. The analysis will examine the effectiveness of E-Government services in promoting transparency, accessibility, and responsiveness to citizen needs. Moreover, the discussion will explore the challenges and opportunities associated with the implementation of digital platforms in government operations. In conclusion, the thesis will summarize the main findings and contributions to the field of public administration. Recommendations for policymakers, practitioners, and researchers will be provided to enhance the utilization of E-Government services for improving citizen engagement and satisfaction in local government agencies. Overall, this study aims to shed light on the potential benefits of digital technologies in fostering collaborative governance and enhancing public service delivery in the modern era. Keywords E-Government services, Citizen engagement, Citizen satisfaction, Local government agencies, Digital technologies, Public administration

Thesis Overview

The research project titled "Analyzing the Impact of E-Government Services on Citizen Engagement and Satisfaction in Local Government Agencies" aims to investigate the influence of electronic government services on citizen engagement and satisfaction within local government settings. The growing reliance on digital platforms for service delivery in public administration has prompted a shift towards e-government initiatives. This study seeks to explore how these initiatives impact citizen interactions with local government agencies and the subsequent levels of satisfaction experienced by citizens. The research will delve into the background of e-government services and the evolution of digital interactions between citizens and government entities. By examining the existing literature on e-government and citizen engagement, the study will establish a theoretical framework to guide the investigation. Furthermore, the project will identify the key challenges and opportunities associated with the implementation of e-government services in local government agencies. One of the primary objectives of this research is to analyze the factors that influence citizen engagement with e-government platforms. By examining the usability, accessibility, and effectiveness of these digital services, the study aims to determine the extent to which e-government initiatives enhance citizen participation in governance processes. Additionally, the project will assess the impact of e-government services on citizen satisfaction levels, considering factors such as service quality, responsiveness, and transparency. The methodology employed in this study will involve a mixed-methods approach, combining quantitative surveys with qualitative interviews and case studies. By collecting data from both citizens and government officials, the research aims to provide a comprehensive analysis of the relationship between e-government services, citizen engagement, and satisfaction. The data analysis will involve statistical techniques to identify correlations and patterns in the data, as well as thematic analysis to uncover key themes and insights from qualitative data. The findings of this research are expected to contribute to the existing body of knowledge on e-government and citizen engagement in local government contexts. By highlighting the benefits and challenges of e-government services, the study aims to provide valuable insights for policymakers, government officials, and researchers seeking to enhance citizen-government interactions through digital platforms. Ultimately, the project seeks to inform strategies for improving e-government services to better meet the needs and expectations of citizens, thereby fostering greater engagement and satisfaction in local governance processes.