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

Research output: Contribution to journalArticlepeer-review

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A user satisfaction study of London's congestion charge e-service : a citizen perspective. / Lee, Habin ; Sivarajah, Uthayasankar ; Molnar, Andreea; Weerakkody, Vishanth; Irani, Zahir.

In: International Journal of Electronic Government Research (IJEGR), Vol. 11, No. 2, 2015, p. 35-50.

Research output: Contribution to journalArticlepeer-review

Harvard

Lee, H, Sivarajah, U, Molnar, A, Weerakkody, V & Irani, Z 2015, 'A user satisfaction study of London's congestion charge e-service: a citizen perspective', International Journal of Electronic Government Research (IJEGR), vol. 11, no. 2, pp. 35-50. https://doi.org/10.4018/IJEGR.2015040103

APA

Lee, H., Sivarajah, U., Molnar, A., Weerakkody, V., & Irani, Z. (2015). A user satisfaction study of London's congestion charge e-service: a citizen perspective. International Journal of Electronic Government Research (IJEGR), 11(2), 35-50. https://doi.org/10.4018/IJEGR.2015040103

Vancouver

Lee H, Sivarajah U, Molnar A, Weerakkody V, Irani Z. A user satisfaction study of London's congestion charge e-service: a citizen perspective. International Journal of Electronic Government Research (IJEGR). 2015;11(2):35-50. https://doi.org/10.4018/IJEGR.2015040103

Author

Lee, Habin ; Sivarajah, Uthayasankar ; Molnar, Andreea ; Weerakkody, Vishanth ; Irani, Zahir. / A user satisfaction study of London's congestion charge e-service : a citizen perspective. In: International Journal of Electronic Government Research (IJEGR). 2015 ; Vol. 11, No. 2. pp. 35-50.

Bibtex

@article{269d8ee0054f4c978372ceb0bf937fb8,
title = "A user satisfaction study of London's congestion charge e-service: a citizen perspective",
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.",
keywords = "WNU",
author = "Habin Lee and Uthayasankar Sivarajah and Andreea Molnar and Vishanth Weerakkody and Zahir Irani",
note = "permission has not been granted and no version of the article can be archived",
year = "2015",
doi = "10.4018/IJEGR.2015040103",
language = "English",
volume = "11",
pages = "35--50",
journal = " International Journal of Electronic Government Research (IJEGR)",
issn = "1548-3886",
publisher = "IGI Publishing",
number = "2",

}

RIS

TY - JOUR

T1 - A user satisfaction study of London's congestion charge e-service

T2 - a citizen perspective

AU - Lee, Habin

AU - Sivarajah, Uthayasankar

AU - Molnar, Andreea

AU - Weerakkody, Vishanth

AU - Irani, Zahir

N1 - permission has not been granted and no version of the article can be archived

PY - 2015

Y1 - 2015

N2 - 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.

AB - 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.

KW - WNU

U2 - 10.4018/IJEGR.2015040103

DO - 10.4018/IJEGR.2015040103

M3 - Article

VL - 11

SP - 35

EP - 50

JO - International Journal of Electronic Government Research (IJEGR)

JF - International Journal of Electronic Government Research (IJEGR)

SN - 1548-3886

IS - 2

ER -

ID: 3012747