Cluster analysis for user segmentation in e-government service domain

E-government (e-Gov) is becoming more attentive towards providing personalised services to citizens so that they can benefit from better services with less time and effort. To develop user-centred services, a crucial activity is represented by user segmentation that consists in mining needs and preferences of users by identifying homogeneous groups of users, also known as user segments, sharing similar characteristics. This work provides a comprehensive analysis of studies focusing on user segmentation. Moreover, it proposes an approach based on cluster analysis for deriving and characterising segments of users experiencing services in the e-Gov domain. Examples of application of the proposed approach on two real-world case studies are described in order to show its suitability in deriving useful user segments.