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Research Article Open Access
The demand to extract data about e-government users and potential users by the decision makers is increasing day by day. They need to know more about citizens‘ attitude, skills, and willingness to use e-government online services to segment citizens into different groups and build the citizens‘ profiles. Inspired also by the low rate of use of online government services, a tool was constructed and tested to address this gap. The tool is intended to extract the required data from the existing users and potential users of e-government. It will also determine the key factors with highest impact on e-government use and satisfaction, in order to select those elements that should be prioritized for improvement. The possible level of analysis and knowledge gained using this tool will also be shown. The tool focuses on: discovering the gap between interests in e-government (including attitudes, preferences and intentions to use) and actual use of e-government; the ability to use e-government; user satisfaction with e-government and future egovernment developments (motivators and barriers for future use). The tool showed a high reliability score. Moreover, the tool is clear, easy to use and cost effective. The results of analysed data showed that the extracted data was meaningful, current, and accurate. It will help the decision makers to understand the users‘ abilities and requirements, and improve the online services of e-government.