Abstract

Electronic government (e-gov) is related to all forms of communication made ​​through information technology (IT) that can bring a number of benefits to public bodies in a general view. Since it is a technology whose becomes more used in development countries after the massive internet growth, there are still many features that can be exploited for the benefit of the government, the citizens and the businesses that interact through this tool. This study evaluated one of the largest e-gov portals existing in Brazil identifying aspects related to its performance in terms of user’s satisfaction related to the offered services. A quantitative survey with a sample involving 1072 responses was conducted. After data collection, a regression analysis of the data was performed in order to evaluate the attributes that most contributed to the citizen’s satisfaction. Among these attributes we can mention: to provide quality information, to deliver the expected product and to provide communication options that really work out. As negative results, it was observed that the aspects related to privacy and data security are still underdeveloped.

Key words: E-gov, services, satisfaction, satisfaction assessment.