Exploring User Satisfaction of the Public e-Services in the State of Qatar: Case of Traffic Violations e-Service Provided by the Ministry of Interior

This study aims at exploring users’ satisfaction with the traffic violation e-Service provided by the Ministry of Interior in Qatar. The paper presents the findings of a quantitative survey that covered over 300 users of the traffic violation e-Service and reflects on satisfaction based on the four dimensions of the COBRA framework (Osman et al. 2011): cost, opportunity, benefit and risk constructs. The main advantage of employing COBRA is the variety of analysis that can be conducted on the collected data, such as factor analysis and data envelopment analysis (DEA). Though just descriptive, the results presented in this paper show that the majority of users are quite satisfied with the e-Service and that it succeeds in meeting users’ their overall expected essential needs. Also, the paper draws on the qualitative results obtained from respondents’ feedback that can be employed to determine ways of improving the present traffic violation e-Service in the State of Qatar and increase potential user satisfaction.