Use of Satisfaction‑Satisfaction Matrix (SSM) to Evaluate Japanese E‑Government Services

Abstract

This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services.