The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Abstract

PurposeThis study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.Design/methodology/approachThe data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.FindingsThe key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.Originality/valueThis study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations

“…The public administration has, among others, the objective of preserving urban areas, maintaining the sustainable value of these residential destinations that it manages and establishing and becoming attractive for new residents. In this way, the resources available to improve municipal services and policies to improve citizen satisfaction would be increased [ 9 ].…”

“…It is important to improve the expectations of the people who visit a city since it can be decisive in making the decision of establishing residence in the place [ 3 – 7 ]. The loyalty of citizens when establishing their residence in one city or another depends on the adequate provision of public services [ 5 – 9 ].…”

“…Within the public services we have to include the quality of public transport, urban security, public lighting, water quality, sewerage and sewerage, funeral services, fire fighting service, etc. ; services that together make up the perceived quality of a reception comfortable and safe city where to establish residence [ 9 , 10 , 32 , 33 ].…”

“…The managers responsible for territorial policies in urban areas must have relevant information on the opinion of their citizens in order to plan actions that improve the expectations of potential new citizens attracted by them [ 9 , 50 , 51 ]. Those responsible for territorial policies in urban areas must have relevant information on the opinion of their citizens.…”

Invoking blockchain technology in e-government services: a cybernetic perspective

“…In addition, aspects such as citizen’s satisfaction, data and information accuracy, security and privacy are critical in determining the success of the e-government initiative (Rana et al , 2013). Furthermore, the factors like service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services (Alkraiji and Ameen, 2021). Transparency is another important determinant of citizens’ intent to use e-government services (Sabani, 2021).…”