Title: Examining the trends in citizen satisfaction towards e-government services in United Arab Emirates: a structural equation modelling approach

Authors: Tareq Alblooshi; Moer Azli; Mohd Faiz Hilmi; Anas Abudaqa; Gouher Ahmed

Addresses: School of Distance Education, Universiti Sains Malaysia, Penang, Malaysia ' School of Distance Education, Universiti Sains Malaysia, Penang, Malaysia ' School of Distance Education, Universiti Sains Malaysia, Penang, Malaysia ' School of Distance Education, Universiti Sains Malaysia, Penang, Malaysia ' School of Business, Skyline University College, Sharjah, UAE

Abstract: In the field of public services, the title of citizen satisfaction and dissatisfaction has gotten significant attention both in recent and past literatures. The purpose of this research is to examine the trends in citizen satisfaction for e-government services as observed through service usefulness, service ease of use, information awareness and service quality, based on 364 valid samples from UAE. After examining the measurement model, the structural model is applied through Smart PLS-SEM for both direct and moderating effect, and the study result confirms that there is a significant and positive impact of e-service ease of use, information awareness, e-service quality, and online trust on citizen satisfaction to e-government services. The empirical findings of the study contribute by providing useful and practical insights to various stakeholders who are responsible for managing and providing e-government services for better citizen satisfaction.

Keywords: e-government services; citizen satisfaction; service usefulness; UAE.

DOI: 10.1504/IJSEM.2023.129597

International Journal of Services, Economics and Management, 2023 Vol.14 No.1, pp.58 - 77

Received: 04 Aug 2021
Accepted: 18 Jul 2022
Published online: 16 Mar 2023 *