A research on citizen satisfaction on e-government services in Türkiye: The case of Anadolu University e-services

Public services are crucial to the stability and well-being of social life. With the rapid development of information and communication technologies (ICTs), these services have increasingly transformed into electronic services (e-services). In particular, the widespread use of the internet and rising citizen expectations have made it necessary for public institutions to offer services in digital formats. E-services not only streamline traditional public service delivery but also enhance interaction, accessibility, transparency, citizen participation (e-governance), and accountability between the government and its citizens. Within this context, this study investigates the research question: "What are the factors affecting citizens' satisfaction levels with e-services?" using the case of student satisfaction with Anadolu University's e-services (such as ANASIS, MERGEN, Anadolu Mobil, email, library, cafeteria, and others) accessible via its website and mobile application. Data were collected through a structured survey involving 1,000 students from eight faculties and one graduate institute at Anadolu University in Eskişehir, Türkiye. The research employed a mixed-methodology approach, combining the E-GovQual model to measure service quality across four dimensions —Efficiency, Trust, Reliability, and Citizen Support—and the Importance-Performance Analysis (IPA) method to assess performance and identify key priority areas. The results show that although the general satisfaction level is relatively high, certain service elements still fall short of expectations and require strategic improvements. In addition, a Multi-Group Analysis (MGA) was conducted to explore satisfaction differences across faculties. This advanced analysis revealed significant variations in how students from different departments perceive the effectiveness and accessibility of e-services. These findings underscore the need for faculty-specific policy adjustments and personalized digital service strategies to address varying user expectations and technological needs. Ultimately, this research contributes to the literature on e-governance and user satisfaction in higher education by offering a practical, evidence-based approach to service improvement. The results can guide administrators, policymakers, and researchers in designing more effective and inclusive e-service platforms that align with diverse student expectations and experiences. Keywords: E-Service, Anadolu University, Student Satisfaction, E-Governance, E-GovQual, Importance-Performance Analysis (IPA), Multi-Group Analysis (MGA)