tailieunhanh - An application of TOPSIS for selection of appropriate e-Governance practices to improve customer satisfaction

E-governance practices and standardization of processes are significant factors affecting the performance of government organizations and undertakings in India. Customer is the backbone of any organization and customer satisfaction is the key for ensuring the success. | An application of TOPSIS for selection of appropriate e-Governance practices to improve customer satisfaction Journal of Project Management 2 2017 93 106 Contents lists available at GrowingScience Journal of Project Management homepage An application of TOPSIS for selection of appropriate e-Governance practices to improve cus- tomer satisfaction Ajinkya Joshia Vinayak Deshpandeb and Padmakar Pawarc a Assistant Professor and I C Registrar K. K. Wagh Institute of Engineering Education and Research Nashik India b Head Department of Business Management Rashtrasant Tukadoji Maharaj Nagpur University Nagpur India c Head Production Engineering Department K. K. Wagh Institute of Engineering Education and Research Nashik India CHRONICLE ABSTRACT Article history E-governance practices and standardization of processes are significant factors affecting the per- Received March 5 2017 formance of government organizations and undertakings in India. Customer is the backbone of Received in revised format July any organization and customer satisfaction is the key for ensuring the success. Using a multiple- 16 2017 criteria decision analysis method named TOPSIS we attempt to study the impact of e-govern- Accepted July 28 2017 Available online ance practices on customer satisfaction of Maharashtra Housing and Area Development Author- July 29 2017 ity MHADA . The method determines the ranking and contribution of different elements in an Keywords attempt to determine a suitable strategy for every customer segment. Results show that custom- Customer satisfaction ers belonging to Higher Income Group HIG and Middle Income Group MIG are more satis- e-Governance practices fied with the Online Mitra Service while the customers of Lower Income Group LIG and Eco- Standardized process nomic Weaker Section EWS are more inclined towards Process Standardization. In order to Multiple-criteria decision analysis remove bias and obtain fairly accurate results the data were .