A study on e-government services and citizen satisfaction during the COVID-19 pandemic period in Turkey

Abstract

In recent years, there has been significant interest in e-government applications, which have become an integral part of daily life, particularly regarding ease of use. This study investigates the factors influencing individuals’ satisfaction with e-government services in Turkey during the COVID-19 pandemic. The research utilized microdata obtained from the Life Satisfaction Survey conducted by the Turkish Statistical Institute in 2020. Ordered logistic regression analysis was employed to identify the factors affecting individuals’ satisfaction with e-government services. The results indicate that sociodemographic and economic variables significantly influence satisfaction levels. Age, education, gender, employment status, and income were determinants of citizens’ satisfaction. Women exhibited a higher level of satisfaction with electronic government services compared to men. The importance of public services became more evident during the COVID-19 pandemic, and integrating the e-government concept into all public institutions has enhanced the capacity to respond swiftly to citizens’ needs. This study offers valuable insights into the determinants of e-government satisfaction during the pandemic. Given the limited research on this topic, future studies from different perspectives will contribute significantly to the literature. © 2025 Elsevier B.V., All rights reserved.