Impact of service quality on citizen satisfaction: A comparison on Azerbaijan asan service agency and Turkey e-government applications

The purpose of this study is to determine whether or not the quality of the service soffered by the e-government in Azerbaijan and Turkey has an impact on the satisfaction of the citizens. In addition, determining whether or not the service quality and customer satisfaction differ according to countries was determined as the sub-objective of the study. In this study, "E-Qual Scale" developed by Barnes and Vidgen (2002) and adapted to Turkish by Soydal (2008) and the "Citizen Satisfaction Scale" developed by Casaló, Flavián and Guinalíu (2008) and adapted to Turkish in this study were used as the data collection tools. The target population of the study consists of e-governmen tusers residing in Baku and İstanbul. Data were collected from 401 participants selected by purposeful sampling method. SPSS 22.0 package program was used for the analysis of the obtained data. Data were evaluated by t-test, frequency, factor, correlation and regression analysis. According to the results of the study, service quality predicts citizen satisfaction in a positive and statistically significant manner. In addition, according to the findings obtained, the quality of service in Turkey was found to be higher than the quality of service in Azerbaijan. No significant difference was found between the two countries in terms of citizen satisfaction.