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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
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Resumo(s)
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.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Data Science
Palavras-chave
E-Government Citizen Satisfaction System Quality Service Quality Information Quality Trust PLS-SEM Na Minha Rua LX SDG 11 - Sustainable cities and communities SDG 15 - Life on land