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Assessing e-Participation via user’s satisfaction measurement: the case of OurSpace platform

Author

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  • Loukas Kipenis

    (National Technical University of Athens)

  • Dimitris Askounis

    (National Technical University of Athens)

Abstract

The field of e-Participation is expanding as many similar platforms have been created to elicit citizens’ opinions on political and social issues in modern democracies especially under political and economic crises. The development of the field has been supported by emerging web technologies such as social networking, data mining, sentiment analysis and collaborative systems. This paper presents a methodological framework to assess the main dimensions of an e-Participation system from the users’ perspective by measuring users’ satisfaction and highlighting its advantages and identifying its shortcomings in order to propose areas for improvement. The method refers to an e-Participation platform developed in the scope of the e-Participation project OurSpace. The evaluation framework of the project was realized through a questionnaire, suitably designed to be in line with the Whyte and Macintosh theory of three perspectives: social, technical and political. The assessment of the OurSpace platform was performed through the multi-criteria satisfaction analysis method. The method provided all satisfaction diagrams and indices so as to determine the users’ opinion about OurSpace e-Participation system and point out the needed actions towards improvement.

Suggested Citation

  • Loukas Kipenis & Dimitris Askounis, 2016. "Assessing e-Participation via user’s satisfaction measurement: the case of OurSpace platform," Annals of Operations Research, Springer, vol. 247(2), pages 599-615, December.
    • Handle: RePEc:spr:annopr:v:247:y:2016:i:2:d:10.1007_s10479-015-1911-8
    DOI: 10.1007/s10479-015-1911-8
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    References listed on IDEAS

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    1. Evangelos Grigoroudis & Yannis Siskos, 2010. "Customer Satisfaction Evaluation," International Series in Operations Research and Management Science, Springer, number 978-1-4419-1640-2, January.
    2. Grigoroudis, E. & Siskos, Y., 2002. "Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method," European Journal of Operational Research, Elsevier, vol. 143(1), pages 148-170, November.
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    Cited by:

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    2. Osman, Ibrahim H. & Anouze, Abdel Latef & Irani, Zahir & Lee, Habin & Medeni, Tunç D. & Weerakkody, Vishanth, 2019. "A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values," European Journal of Operational Research, Elsevier, vol. 278(2), pages 514-532.

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