Citizen Satisfaction With Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation
Few studies have examined the antecedents of citizen satisfaction in relation to mandatory e-government services pertaining to promising sectors such as education. This study was thus aimed at developing and empirically test a model based on a blend of information systems success models, in conjunct...
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| Veröffentlicht in: | IEEE access 2020, Vol.8, p.117253-117265 |
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| creator | Alkraiji, Abdullah Ibrahim |
| description | Few studies have examined the antecedents of citizen satisfaction in relation to mandatory e-government services pertaining to promising sectors such as education. This study was thus aimed at developing and empirically test a model based on a blend of information systems success models, in conjunction with trust theory. In Saudi Arabia, the Ministry of Education has launched a mandatory e-government service intended to assist high school graduates in their university academic admission process. To test the model, a questionnaire was constructed and data from 780 university students were collected. The findings show that the perceived usefulness of and trust in e-government mediated the indirect effect of both system quality and information quality on citizen satisfaction. System quality exhibited the strongest such overall total effect on citizen satisfaction. Policymakers can take advantage of the findings in adjusting the resources required to increase citizen satisfaction with mandatory services in education. |
| doi_str_mv | 10.1109/ACCESS.2020.3004541 |
| format | Article |
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| ispartof | IEEE access, 2020, Vol.8, p.117253-117265 |
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| source | IEEE Open Access Journals; DOAJ Directory of Open Access Journals; Elektronische Zeitschriftenbibliothek - Frei zugängliche E-Journals |
| subjects | Colleges & universities Context modeling Data models ease of use Education Electronic government Government services information quality Information systems mandatory E-government Model testing Portals satisfaction system quality trust usefulness |
| title | Citizen Satisfaction With Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation |
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