Customer (Citizen) Oriented E-Government Services in Azerbaijan: “Asan Service” Application

Tahire Hüseyinli

Article Details

Customer (Citizen) Oriented E-Government Services in Azerbaijan: “Asan Service” Application

Authors:

Tahire Hüseyinli

Publisher:

Alanya Alaaddin Keykubat Üniversitesi

Main Topics:

Kar Amacı Gütmeyen Pazarlama

Journal:

Alanya Akademik Bakış Vol.9 Issue 3, pp.942-963

Document Type:

Article

Publication Date:

9/2025

Document Language:

Turkish

Document ID (Org No.):

2001359504

pISSN:

2651-4192

Keywords:

Abstract:

 This study was conducted to analyze the factors affecting the satisfaction of citizens using ASAN Servis services and to develop policy recommendations to increase customer satisfaction. The main factors explaining customer satisfaction are transparency and trust, service quality and employee performance, physical appearance and aesthetics, accessibility and infrastructure, and service problems. The findings obtained from the factor analysis were subjected to multivariate regression analysis to evaluate the effect of independent variables on customer satisfaction. The results of the regression analysis revealed that customer satisfaction is strongly influenced by factors such as transparency and trust, service quality and employee performance. Physical appearance and aesthetics also had a positive effect, while the effect of accessibility and infrastructure was not statistically significant. The impact of service problems was found to be positive, albeit at a low level, indicating the potential for effective problem management to maintain customer satisfaction. This study provides a comprehensive framework for customer satisfaction and sheds light for similar studies in different sectors and service groups to evaluate the results in a broader context.

 This study was conducted to analyze the factors affecting the satisfaction of citizens using ASAN Servis services and to develop policy recommendations to increase customer satisfaction. The main factors explaining customer satisfaction are transparency and trust, service quality and employee performance, physical appearance and aesthetics, accessibility and infrastructure, and service problems. The findings obtained from the factor analysis were subjected to multivariate regression analysis to evaluate the effect of independent variables on customer satisfaction. The results of the regression analysis revealed that customer satisfaction is strongly influenced by factors such as transparency and trust, service quality and employee performance. Physical appearance and aesthetics also had a positive effect, while the effect of accessibility and infrastructure was not statistically significant. The impact of service problems was found to be positive, albeit at a low level, indicating the potential for effective problem management to maintain customer satisfaction. This study provides a comprehensive framework for customer satisfaction and sheds light for similar studies in different sectors and service groups to evaluate the results in a broader context.

 This study was conducted to analyze the factors affecting the satisfaction of citizens using ASAN Servis services and to develop policy recommendations to increase customer satisfaction. The main factors explaining customer satisfaction are transparency and trust, service quality and employee performance, physical appearance and aesthetics, accessibility and infrastructure, and service problems. The findings obtained from the factor analysis were subjected to multivariate regression analysis to evaluate the effect of independent variables on customer satisfaction. The results of the regression analysis revealed that customer satisfaction is strongly influenced by factors such as transparency and trust, service quality and employee performance. Physical appearance and aesthetics also had a positive effect, while the effect of accessibility and infrastructure was not statistically significant. The impact of service problems was found to be positive, albeit at a low level, indicating the potential for effective problem management to maintain customer satisfaction. This study provides a comprehensive framework for customer satisfaction and sheds light for similar studies in different sectors and service groups to evaluate the results in a broader context.

 Bu çalışma, ASAN Servis hizmetlerinden yararlanan vatandaşların memnuniyetini etkileyen faktörleri analiz etmek ve müşteri memnuniyetini artırmaya yönelik politika önerileri geliştirmek amacıyla gerçekleştirilmiştir. Araştırmada, müşteri memnuniyetini açıklayan temel faktörler olarak şeffaflık ve güven, hizmet kalitesi ve çalışan performansı, fiziksel görünüm ve estetik, erişilebilirlik ve altyapı ile hizmet sorunları ele alınmıştır. Faktör analizinden elde edilen bulgular, bağımsız değişkenlerin müşteri memnuniyeti üzerindeki etkisini değerlendirmek için çok değişkenli regresyon analizine tabi tutulmuştur. Regresyon analizi sonuçları, müşteri memnuniyetinin özellikle şeffaflık ve güven ile hizmet kalitesi ve çalışan performansı gibi faktörlerden güçlü bir şekilde etkilendiğini ortaya koymuştur. Fiziksel görünüm ve estetik unsurlarının da pozitif bir etkisi bulunurken, erişilebilirlik ve altyapı faktörünün etkisi istatistiksel olarak anlamlı bulunmamıştır. Hizmet sorunlarının etkisi düşük düzeyde olsa da pozitif yönde belirlenmiştir, bu da etkili sorun yönetiminin müşteri memnuniyetini koruma potansiyelini göstermektedir. Bu çalışma, müşteri memnuniyetine yönelik kapsamlı bir çerçeve sunmakta ve sonuçların daha geniş bir bağlamda değerlendirilmesi için farklı sektör ve hizmet gruplarında yapılacak benzer çalışmalara ışık tutmaktadır.

Article Details

Customer (Citizen) Oriented E-Government Services in Azerbaijan: “Asan Service” Application

Authors:

Tahire Hüseyinli

Publisher:

Alanya Alaaddin Keykubat Üniversitesi

Main Topics:

Kar Amacı Gütmeyen Pazarlama

Journal:

Alanya Akademik Bakış Vol.9 Issue 3, pp.942-963

Document Type:

Article

Publication Date:

9/2025

Document Language:

Turkish

Document ID (Org No.):

2001359504

pISSN:

2651-4192

ASAN Service

E-Government Service

Customer Satisfaction

Public ServiceASAN Hizmet

E-devlet Hizmeti

Müşteri Memnuniyeti

Kamu Hizmeti

Issues

Article Details

Authors: Tahire Hüseyinli

Publisher: Alanya Alaaddin Keykubat Üniversitesi

Main Topics: Kar Amacı Gütmeyen Pazarlama

Journal: Alanya Akademik Bakış Vol.9 Issue 3, pp.942-963

Document Type: Article

Publication Date: 9/2025

Document Language: Turkish

Document ID (Org No.): 2001359504

pISSN: 2651-4192

Issues

Authors:

Tahire Hüseyinli

Publisher:

Alanya Alaaddin Keykubat Üniversitesi

Main Topics:

Kar Amacı Gütmeyen Pazarlama

Journal:

Alanya Akademik Bakış Vol.9 Issue 3, pp.942-963

Document Type:

Article

Publication Date:

9/2025

Document Language:

Turkish

Document ID (Org No.):

2001359504

pISSN:

2651-4192