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

Abstract

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. Using a multiplecriteria decision analysis method named TOPSIS, we attempt to study the impact of e-governance practices on customer satisfaction of Maharashtra Housing and Area Development Authority (MHADA). The method determines the ranking and contribution of different elements in an attempt to determine a suitable strategy for every customer segment. Results show that customers belonging to Higher Income Group (HIG) and Middle Income Group (MIG) are more satisfied with the Online Mitra Service while the customers of Lower Income Group (LIG) and Economic Weaker Section (EWS) are more inclined towards Process Standardization. In order to remove bias and obtain fairly accurate results the data were collected through questionnaire from every customer segment.