Bahrain Becomes First to Adopt Customer Satisfaction Index for e-Services in the Region

The first phase of a research project funded by the Information and eGovernment Authority and conducted by academics from the College of Information Technology has recently been completed. The research findings on Bahrain Customer Satisfaction Index (BHCSI), one of its kind to deal with Customer Satisfaction Index for e-Services in the region, has been accepted for publication in the fourteenth Issue of the International Journal of Economic Research (IJER).

BHCSI is the result of many years of hard work to measure the satisfaction levels of both citizens and residents by closely following up on the efficiency and effectiveness of e-government services through conducting research surveys and organizing in-depth workshops. Instead of merely adopting existing international indices, Bahrain has managed to create a special Index relevant to the Kingdom and based on sound scientific research. Bahrain has become one of the few leading countries in the world to adopt a Customer Satisfaction Index as advanced as the American Customer Satisfaction Index, and European, Swedish and Singaporean indices.

Mr. Mohammed Ali Al Qaed, CEO of the e-Government Authority, expressed his pride in the success of this project which led to the creation of a unique Index designed to suit the nature of e-services provided. He said: ‘Customer Satisfaction Index score in Bahrain reached 97.4%, exceeding the average 75% for similar indices measured by the private sector globally. Achieving better results would enhance the level of e-services provided and contribute towards their development in the future.’ He also expressed his gratitude to His Highness Sheikh Mohammed bin Mubarak Al Khalifa, Deputy Prime Minister and Chairman of Higher Committee for Information Technology and eGovernment, for continuously following up on this programme.

Dr. Jafla Al Amari, leading researcher of the project, confirmed that the Index is the first of its kind. It would be used as a benchmark to measure the progress in customer satisfaction annually. ‘This indicator will help in monitoring and benchmarking other Key Performance Indicators (KPI) and in measuring customer satisfaction in various government and service sectors to improve services and monitor quality across multiple channels,’ she added.

The project was prepared by a research team from the College of Information Technology. It was headed by Dr. Ali Al Sufi and included Dr. Jafla Al Amari, Dr. Amal Al Rayes, Dr. Hayat Ali, Dr. Reem Al Kaabi and Dr. Maan Al Jowder.