Introduction of Government Online Service Quality and Customer Satisfaction Portal

……. This chapter is aimed at providing with the research methods being used for achieving the objectives of the current research work. The study topic is “Government Online Service Quality and Customer Satisfaction Portal”. This chapter includes the analysis and the problem-solving method, the research design, methodology for the research along with the population of the study, study sample size & sampling strategy, methods being used for the purposes of the data collection as well as the tools used for the data collection. Also, the system development methodology, system requirements, requirement elicitation and specifications, requirements model, hardware/ software specifications, system development tools, selected programming language, database requirements and other requirements area a part of the current research work.

…….An indication to the problems which arose during this process along with the methods to overcome them is included too. Apart from this, the tools being used for making the calculations on the data, available for the research purposes, are also narrated in the current chapter. The main motive behind doing this is to provide the surety that the outcomes of the current research work is obtained. All of the above is based on performing different tests on the available data & the application being developed for the said purpose.

 Analysis and Problem-Solving Method of Government Online Service Quality and Customer Satisfaction Portal

……. The focus of the present study is to analyze and evaluate the quality of e-government services provided to the citizens of Oman. The research is based on the perspective of needs to develop and confirm the standards of quality and success factors of online services and customer services portal. The research realizes the separate approaches for the standards, action plans, and beneficiary orientated actions. The emphasis of research is to enable the IT service management services, compliant management standards, and technical standards in Oman. In order to solve the current problem, a combination of the methods is adopted. It better helped to provide the solution to the current problem. The problem-solving methods include the quantitative approach, the qualitative approach and a web portal. This web portal is used to provide the citizens with the framework, for recording their responses, related to the services of e-government in Oman.

Research Approach of Government Online Service Quality and Customer Satisfaction Portal

        There exist varying forms for the study. It can be either quantitative or qualitative. The nature of the current study confirms the use of both the quantitative as well as the qualitative research methods. The determination of the methodology is based on the nature of the data. The verbal data exists for the qualitative methodology and the numerical data exists for the quantitative methodology. The current study makes use of both the qualitative as well as the quantitative research methods. For the quantitative method, the self-administered survey is used. For the qualitative method, the data from the previous research articles is used. Also, the responses of the citizens of Oman on the web-portal better served the purpose. 

Type of investigation

……. In order to evaluate the relationship of the study variables, the use of correlation is better suggested. In order to get the desired outputs by using the numerical data, the correlation is suggested. For the qualitative data, the observation method is suggested. 

            The data collection for the current research work is done by the use of the questionnaire. The questionnaire comprises of five-point Likert scale where by the responses of the respondents are recorded for each item of the questionnaire. The relationship of the study variables is identified by the use of the correlation model (i.e., how the independent items are associated with the dependent items). Also, the already existing research work provided the basis for the observation method. As per the regression analysis, the hypotheses for the study are tested. The regression results helped to evaluate whether the hypotheses are rejected or accepted. It basically shows that how the independent variables tend to have the impact on the dependent variables.