Evaluating the Effect of e-Government Quality of Services on Citizens’ Satisfaction and in Saudi Arabia within 2030 Vision: A Conceptual Perspective

Abstract

Much research has been conducted to examine models related for understanding social satisfaction and the acceptance of e-government quality of services, but residents’ services is a significant research topic. This may be related to the point that not many investigations have been carried to realize inclusively the connection between the adoption and acceptance-of e-services and citizens’ satisfaction. This resulted in a wide gap between the adoption of e-government and necessity for the awareness concerning how citizens' happiness affects the use e-services. In relation, this experimental study aims at evaluating the effect of e-Government quality of services on citizens’ satisfaction and in Saudi Arabia from a conceptual perspective. The sample of the study included 500 participants who were mainly administrators and government employees. The researcher used a questionnaire survey to elicit data from participants. This study is based on the Expectation-Confirmation Theory (ECT) by Oliver (1980) extended by Bhattacherjee (2001). Also, the researcher adopted SPSS.v25 to conduct factor analysis, item-total correlation test, Cronbach’s alpha used to achieve the validity and reliability of the research instruments. The findings of the study showed that 58% said they used e-Government services to a “large” extent, 27% stated that they “somewhat” used e-Government services, whilst 15% of them said that they “little” used e-Government services Conceptually, the results may be taken at a basis for further investigations on e-Government quality of services’ evaluation to develop citizens’ satisfaction in Saudi Arabia, particularly within 2030 Vision. This study recommends future research be conducted.