SENSITIVITY ANALYSIS OF USER BEHAVIOR OF E-GOVERNMENT SYSTEM

This study presents dynamics of user behavior in e-Government systems using Customer Behavior Model Graphs (CBMG) and presents sensitivity analysis of user behavior in an e-government system. By varying transition probabilities between system states ("Enter to Browse," "Browse to Search"), we analyzed how changes impact the average number of visits to each state. The results shows that certain transitions, particularly those related to browsing and searching, exhibit high sensitivity to probability adjustments, influencing user engagement. These insights highlight critical areas for optimization to improve system performance and user experience. These result can be used to improve e-Government system an delivering services in our country.