Factors Influencing the User Experience with E-Government

This diploma thesis focuses on the design and application of an evaluation framework for assessing the user experience (UX) of digital public services in the Czech Republic and Kazakhstan. For empirical validation, a quantitative questionnaire survey was conducted among users of these services in both countries. The collected data were analyzed using the Importance–Performance Analysis (IPA) method, which allows for the visual identification of areas with high importance but low user satisfaction. Based on the analysis results, specific improvement proposals were formulated for the identified areas. The values of impact and implementation effort for each recommendation were used to construct an Impact–Effort matrix. This matrix serves as a visual tool for prioritizing proposed actions and helps distinguish so-called “quick wins” (measures with high impact and low effort) from more strategically demanding goals. The outcome of the thesis is a practical evaluation tool that supports targeted improvements and effective planning of digital public services from the user’s perspective.