A user satisfaction study of London's congestion charge e-service:a citizen perspective

Lee, Habin and Sivarajah, Uthayasankar and Molnar, Andreea and Weerakkody, Vishanth and Irani, Zahir (2015) A user satisfaction study of London's congestion charge e-service:a citizen perspective. International Journal of Electronic Government Research (IJEGR), 11 (2). pp. 35-50.

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Abstract

The importance of evaluation and optimization of electronic government (e-government) services is imperative if the government organisations are to have an effective impact on the success and take-up of the services offered. Transport For London's (TFL) London Congestion Charging (LCC) is one of the innovative electronic services (e-services) introduced by the United Kingdom (UK) government to the citizens. While some studies have addressed the impact of the introduction of the congestion charge there has been a dearth of research performed to address user (citizen) satisfaction of the online LCC system. Therefore, this research seeks to measure the citizen satisfaction of using the LCC online payment system offered by TFL. The citizen satisfaction in this context is measured using the four dimensions from the COBRA framework that comprise the cost, opportunity, benefits and risk assessment constructs. This paper presents the findings of a survey of 500 users of the TFL LCC online payment system. It also reports the qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current LCC e-service and potential influences on user satisfaction.

Item Type:
Journal Article
Journal or Publication Title:
International Journal of Electronic Government Research (IJEGR)
ID Code:
123857
Deposited By:
Deposited On:
05 Mar 2018 13:54
Refereed?:
Yes
Published?:
Published
Last Modified:
16 Sep 2020 04:21