Publicação
Analyzing the Impact of E-Government Quality Dimensions on Citizen Satisfaction Through PLS-SEM: A Case Study of the “Na Minha Rua LX” App in the Lisbon Metropolitan Area
| datacite.subject.fos | Ciências Naturais::Ciências da Computação e da Informação | pt_PT |
| dc.contributor.advisor | Barriguinha, André Figueiredo | |
| dc.contributor.author | Islam, Foazul | |
| dc.date.accessioned | 2025-11-05T16:44:42Z | |
| dc.date.available | 2025-11-05T16:44:42Z | |
| dc.date.issued | 2025-10-27 | |
| dc.description | Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Data Science | pt_PT |
| dc.description.abstract | Urbanization continues to challenge city governance, demanding innovative and citizencentered solutions. In Lisbon, Portugal’s capital, the “Na Minha Rua LX” app was introduced in 2017 as a digital platform for residents to report local urban issues and promote civic engagement. Despite its early promise, the app has faced criticisms regarding usability, responsiveness, and service quality—issues reflected in user feedback and low ratings on app platforms. This thesis aims to evaluate the key determinants that influence citizen satisfaction with the “Na Minha Rua LX” app by applying Partial Least Squares Structural Equation Modeling (PLS-SEM). The study investigates five core e-government quality dimensions: system, information, service, trust, and privacy/security. A survey of 202 participants from the Lisbon Metropolitan Area, collected via convenience sampling, forms the basis of the quantitative analysis. The findings reveal that system, information quality, and trust significantly impact user satisfaction, while service quality and privacy/security do not show a statistically significant effect. These insights are vital for municipal decision-makers seeking to improve digital platforms and align them more closely with citizen expectations. By highlighting the role of system performance, transparent communication, and reliable information in fostering satisfaction, this study contributes to the broader literature on smart cities and urban digital governance. The results offer practical recommendations for improving the app’s effectiveness and advancing Lisbon’s strategic goals for citizen engagement and sustainable urban development by 2030. | pt_PT |
| dc.identifier.tid | 204070465 | |
| dc.identifier.uri | http://hdl.handle.net/10362/190145 | |
| dc.language.iso | eng | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | pt_PT |
| dc.subject | E-Government | pt_PT |
| dc.subject | Citizen Satisfaction | pt_PT |
| dc.subject | System Quality | pt_PT |
| dc.subject | Service Quality | pt_PT |
| dc.subject | Information Quality | pt_PT |
| dc.subject | Trust | pt_PT |
| dc.subject | PLS-SEM | pt_PT |
| dc.subject | Na Minha Rua LX | pt_PT |
| dc.subject | SDG 11 - Sustainable cities and communities | pt_PT |
| dc.subject | SDG 15 - Life on land | pt_PT |
| dc.title | Analyzing the Impact of E-Government Quality Dimensions on Citizen Satisfaction Through PLS-SEM: A Case Study of the “Na Minha Rua LX” App in the Lisbon Metropolitan Area | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | Mestrado em Ciência de Dados e Métodos Analíticos Avançados, especialização em Data Science | pt_PT |