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A User Satisfaction Study of London's Congestion Charge e-Service: A Citizen Perspective

Lee, Habin
; ; 
Molnar, A.
; 
Weerakkody, Vishanth J.P.
; 
Irani, Zahir
Publication Date
2015-04
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Keywords
User satisfaction, London, Congestion charging, e-Government, Electronic government, Transport for London, LCC, TFL
Rights
© 2015, IGI Global. Reproduced in accordance with the publisher's self-archiving policy. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
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Yes
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openAccess
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Management and Law Publications
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Abstract
The importance of evaluation and optimization of electronic government (e-government) services is imperative if the government organisations are to have an effective impact on the success and take-up of the services offered. Transport For London's (TFL) London Congestion Charging (LCC) is one of the innovative electronic services (e-services) introduced by the United Kingdom (UK) government to the citizens. While some studies have addressed the impact of the introduction of the congestion charge there has been a dearth of research performed to address user (citizen) satisfaction of the online LCC system. Therefore, this research seeks to measure the citizen satisfaction of using the LCC online payment system offered by TFL. The citizen satisfaction in this context is measured using the four dimensions from the COBRA framework that comprise the cost, opportunity, benefits and risk assessment constructs. This paper presents the findings of a survey of 500 users of the TFL LCC online payment system. It also reports the qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current LCC e-service and potential influences on user satisfaction.
URI
http://hdl.handle.net/10454/14104
Version
Published version
Citation
Lee H, Sivarajah U, Molnar A et al (2015) A User Satisfaction Study of London's Congestion Charge e-Service: A Citizen Perspective. International Journal of Electronic Government Research. 11(2): 35-50.
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Link to Version of Record
https://doi.org/10.4018/IJEGR.2015040103
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Article
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