Análisis de un sistema de gobierno electrónico para el ingreso y seguimiento de trámites municipales en la percepción y satisfacción del ciudadano. Caso de estudio : área de Participación Ciudadana de la Municipalidad de Guayaquil.

Abstract

The purpose of this work was to evaluate the effect that e-government systems for entering and monitoring municipal procedures have on citizen satisfaction and perception. For the purpose, a survey was carried out on the users of municipal services in the single sales of citizen care, people between 21 and 40 years, mostly women. The Technology Acceptance Theory (TAM) was taken as a framework. The descriptive analysis by factor identified that the Perceived Profit (UP) of the site had an average range between 5.50 as the lowest average (UP1) and 5.85 as the highest (UP4). The Perceived Ease of Use (FUP) factor in a minimum average range of 6.19 for FUP2 and a maximum of 6.46 for FUP6. The level of user satisfaction (NS) ranges between 5.81 (NS1) and 6 (NS2 and NS3). With an asymmetric distribution, the results of the determined Chi-square test, with a significance of 99%, the UP and FUP variables have an effect on the NS. This means in conclusion that the level of citizen satisfaction depends on the ease of use and the perceived utility of electronic government systems. The practical implication of the specific findings, the improvement of the interfaces of electronic government systems, so that they are easy to use, and that are useful for the user, this can improve citizen satisfaction and therefore improve the image of the municipality before the citizenship.