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Drivers of Satisfaction for online public services
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Drivers of Satisfaction for online public services

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In this project we have to identify the key factors in order to obtain information from public services delivered online.

In this project we have to identify the key factors in order to obtain information from public services delivered online.

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Drivers of Satisfaction for online public services Drivers of Satisfaction for online public services Presentation Transcript

  • Drivers of Satisfaction for Online Public Services Presented By: Sudhanshu Ranjan Sunil Pydapalli Ayan Das
  • Agenda • Introduction • Methodology and data description • Preliminary Analysis • Model Creation • Conclusion • Appendix
  • Introduction • The main objective of the research is to identify the key factors in order to obtain information from public services delivered online.
  • Methodology and data description • For our analysis we have used a “Survey Response Data Set”. • It has a total of 1243 observations and 175 Variables • After analysis of variables we have decided to use 36 relevant ones. • Tools Used: SAS, SPSS, Excel • Analysis : Correlation; Multicollinearity, Univariate, Bivariate, Multiple Regression, ChiSq
  • Preliminary Analysis Response Variable : Overall experience when obtained information from Websites Explanatory variables: (Below mentioned variables were the main drivers) I was satisfied with the time it took to do what I wanted to do In the end, I got what I needed from the website The service experience met my expectations The lay‐out was clear It’s an example of good value for tax dollars spent
  • Preliminary Analysis :Demographics Respondent(%) • Age group distribution who participated in this survey: − There is no significant difference in age group with respect to respondents who chose the public website to obtain information − ChiSq : 0.8933 (>0.05) • 14.2% 6.3% 41.2% 38.4% Personal income before tax: − There is no significant difference in personal income on people who used the website to obtain information − ChiSq =0.1129 (>0.05) <25 25-44 45-64 65 & above
  • Preliminary Analysis : Univariate • Univariate Analysis − Considerable number of respondents selected either unsure or not applicable. − Imputed the value of unsure/ NA on the basis of Mode of that variable (based on the responses of the other people who have responded) Outliers found in below variables: − q8a_2_10 − q8a_2_11 − q8a_2_12 q8a_2_14 q8a_2_16 q8a_3_18 q8a_3_20 q8a_3_22 q8a_3_23 q8a_4_26 q8a_4_27 q8a_4_28 q8a_4_29 q8a_4_31 q8a_4_33 Univariate
  • Preliminary Analysis : Correlation • Correlation − How strongly one variable implies the other In our analysis we have performed two sets of correlation analyses: 1. Correlation of each of the predictor variables with the response variable − Found 60% (more than .6) possible driver variables were great extent contributing to overall satisfaction for online services 2. Correlation of each of the predictor variables with each other RP_Correlation
  • Model Creation: Multiple Regression Significant @ α=0.05
  • Model Creation :Normality Check Normal @ α=0.01
  • Model Creation :Regression Equation • Multiple regression model equation: Y=1.52+0.25*X1+0.12*X2+0.13*X3+0.14*X4+0.15*X5 Dashboard Where, − − − − − − Y = The value of dependent variable(Overall Satisfaction) X1 = I was satisfied with the time it took to do what I wanted to do X2 = In the end, I got what I needed from the website X3 = The service experience met my expectations X4 = The lay‐out was clear X5 = It’s an example of good value for tax dollars spent
  • Model Creation: Interpretation of drivers • I was satisfied with the time it took to do what I wanted to do • People found obtaining information from pubic websites relatively fast and with ease • In the end, I got what I needed from the website • The experience of obtaining information from the websites was considered to be wholesome • The service experience met my expectations • People found it easy to navigate the website, quick loading and retrieval of information • The lay‐out was clear • Pathways to information was considered to be logical, straightforward, clear • It’s an example of good value for tax dollars spent • Respondents found the experience to be a valued service in return for the taxes they spend
  • THANK YOU