Project Area:

E-government and citizen satisfaction

Project Title:

Evaluating Citizen Satisfaction with e-Government Services During Covid-19: A Case of Saudi Arabia

Problem Statement:

The digital transformation in the government has shown its ability to facilitate government services for citizens in fast and easy ways, especially during the pandemic that the whole world has experienced. Because it is the government’s responsibility to provide citizens with public e-services, public administrations usually have no competitors. As a result, someone might believe that there is no need to improve the quality of public e-services because citizens have no other option; the government is the only service provider. But the quality of e-government services and citizen satisfaction is a significant concern in the e-government sector since it significantly impacts the success or failure of e-Government programs. Therefore, according to what I’ve read from previous studies, there’s a gap in evaluating citizens’ satisfaction with e-government services during covid-19 in Saudi Arabian.

Research Model:

Based on previous research, I found that the technology acceptance model (TAM) by Davis, Bagozzi, and Warshaw (1989) and the service quality model (SERVQUAL) by Zeithaml, Parasuraman, and Malhotra are the most commonly cited theoretical frameworks, and we will use these theoretical frameworks in our study.

The research hypotheses are as follows, based on the study objectives and a review of the literature:

H1. The perceived ease of use of e-government has a positive relation with the level of citizen satisfaction.

H2: The level of citizen trust in e-government has a positive relation with the level of citizen satisfaction.

H3: The content quality of e-government has a positive relation with the level of citizen satisfaction.

H4: The service quality provided by e-government has a positive relation with the level of citizen satisfaction.

Methodology:

Our study will use a quantitative research methodology, A survey questionnaire will be used to collect data from users on their Satisfaction with the e-Government Service during the covid-19.

Sample domain:

We will collect a sample from Riyadh, Saudi Arabia, from people aged 15 to 50 who used the website ehsan.sa during Covid-19.

Variables:

Independent Variables

Perceived Ease of Use (PEOU)

Citizen Trust (CT)

Content Quality (CQ)

Service Quality (SQ)

Citizen Satisfaction (CS)

Project Objective:

Main objective of our study is to evaluate the degree of e-Satisfaction of the users of e-Government service.

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