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Biblioqrafik təsvir | Aliguliyev , R.M. Measuring citizen satisfaction with e-government services by using sentiment analysis technology / R.M. Aliguliyev , G.Y. Niftaliyeva // International Journal of Electronic Governance. - 2022. - N: 4, Vol.14,. - P. 479-489. | Annotasiya | The state provides various services to citizens. Whereas the
provision of these services electronically is an essential part of the
e-government strategy, it is not enough. Thus, ensuring citizen satisfaction
from these services is one of the significant responsibilities of the state.
Considering it, in the paper we propose a method for measuring citizen
satisfaction with e-services provided by government agencies and determining
the rating of these agencies in society. In the proposed method, the citizen
comments written for each service were sentimentally analysed, and
consequently, the polarity score for each comment was evaluated. The average
satisfaction score of the citizens for each service is evaluated according to the
polarity score of the comments and the influence of the citizens who made
these comments. The influence weight of the citizen in society is determined on
the basis of the analysis of his social media accounts. Finally, using the
citizens’ average satisfaction score for e-services, the average satisfaction score
of each government agency is evaluated and the rating of these institutions in
society is determined. | Elektron variant | Yoxdur |
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