E-government and citizen satisfaction in Jordan: EGOVSAT testing using SEM approach
by Sahem Nawafleh
International Journal of Productivity and Quality Management (IJPQM), Vol. 34, No. 1, 2021

Abstract: Governments around the world have been in focus to facilitate citizens' access to and adoption of e-services by ensuring that they benefit from digital development. Therefore, ensuring citizens' satisfaction with the provided services is critical for that adoption success. The current study evaluates satisfaction with e-government among Jordanian citizens through testing the EGOVSAT model. Quantitative approach through a descriptive exploratory method was adopted. A self-administered questionnaire was developed for data collection purposes. Through convenience sampling, 483 respondents were included, and structural equation modelling through SMART PLS was utilised to test the model, and the result indicated that the proposed dimensions accounted for 53.2% of the variance in citizen satisfaction with e-government services. Moreover, reliability was identified as the strongest driver followed by efficiency and utility respectively, whereas customisation was identified as a negative driver and flexibility as an insignificant one entailing an issue that needs to be addressed. Following garnered results, implications were discussed.

Online publication date: Tue, 12-Oct-2021

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