A user satisfaction study of the London congestion charging e-service

Zahir Irani, Uthayasankar Sivarajah, Andreea Molnar, Habin Lee

Research output: Chapter in Book/Report/Conference proceedingChapter (peer-reviewed)peer-review

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This research seeks to measure citizen satisfaction with the electronic London Congestion Charging (LCC) payment system offered by Transport For London (TFL) in the United Kingdom (UK). The paper reports on the findings of a survey of 500 users of the TFL LCC online payment system. Satisfaction is measured
using the four dimensions from the COBRA framework 0that comprise the cost, opportunity, benefits and risk assessment constructs. The results show that most citizens using the LCC electronic service are satisfied with the service and that the service meets their essential needs. The paper also presents the results of qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current electronic LCC electronic-service (e-service) system and potential influences on user satisfaction.
Original languageEnglish
Title of host publicationAMCIS 2014 Proceedings
ISBN (Electronic)978-0-692-25320-5
Publication statusPublished - Aug 2014
EventAmericas Conference on Information Systems - Georgia, Savannah, United Kingdom
Duration: 7 Aug 201410 Aug 2014


ConferenceAmericas Conference on Information Systems
Country/TerritoryUnited Kingdom


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