Citizen Satisfaction With Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation

Abstract

Few studies have examined the antecedents of citizen satisfaction in relation to mandatory egovernment 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 egovernment 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.

Success Factors Influencing Citizens’ Adoption of IoT Service Orchestration for Public Value Creation in Smart Government

“…Finally, most previous studies on citizens' acceptance of IoT technologies have been geographically focused on developed countries, although many researchers identified the importance of studying cross-cultural acceptance of new technology. The present study makes an empirical attempt to address this literature gap by identifying the success factors for IoT success within the scenario of developing nations and citizen satisfaction concerning e-gov services in promising sectors [77]. Our findings endorse that e-gov IoT service orchestration offers incentives for both citizens and governments to build public value in different domains of public services.…”

“…The latest research into technology adoption has centered on trust as a key driver of behaviors in technology usage [76]. Trust in e-gov services is citizens' belief and expectations about such services, which influence their intention to use [77]- [79]. A few studies have investigated the role of trust in IoT adoption [33], [80], [81].…”

The Role of Trust and Risk in Citizens’ E-Government Services Adoption: A Perspective of the Extended UTAUT Model

“…Second, this study employs a structural model to analyse the impact of TOG, TOI, PR, EE, PE, SI, and FC on EGA. Similarly, this study chooses Chi-square, adjusted for the degree of freedom (CMIN/DF), Goodness of Fit Index (GFI), Comparative Fit Index (CFI), Incremental Fit Index (IFI), and Root Mean Square Error of Approximation (RMSEA) as model fit indices based on previous studies [42].…”

“…In addition, the coefficients of determination, which are also denoted as R-Squared (R 2 ), were estimated as an essential criterion for assessing the endogenous latent variables of the structural model. R 2 refers to the proportion of the variance of the dependent variable that is predictable from the independent variable [42]. R 2 values range between 0 and 1.…”

An empirical investigation of enterprise system user satisfaction antecedents in Jordanian commercial banks

“…Meanwhile, others have argued that even when system use is compulsory, satisfaction may engender the extent of system use and capture user mental acceptance (Hsieh et al, 2012;Huang, 2020;Lee & Xia, 2011). Unquestionably, satisfaction has a unique role in affecting system effectiveness in mandatory settings (Alkraiji, 2020;Chopra & Rajan, 2016). From this point of view, we can conclude that users can obstruct or underuse a system if they do not perceive it to be valuable, easy to use, and useful in both mandatory and voluntary environments.…”