The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
<p>In Abu Dhabi, the delivery of public services is very fragmented. The complexity faced</p><p>and the degrees of discontent also increase when individuals need several services. For that</p><p>reason, public expectations of tech...
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| Format: | thesis |
| Language: | eng |
| Published: |
2023
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=10200 |
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| Summary: | <p>In Abu Dhabi, the delivery of public services is very fragmented. The complexity faced</p><p>and the degrees of discontent also increase when individuals need several services. For that</p><p>reason, public expectations of technology, which more precisely satisfies consumer</p><p>demands and wants, are growing. Therefore, this study investigated the moderating effect</p><p>of service quality on e-government communication and citizen satisfaction in Abu Dhabi.</p><p>Using a cross-sectional research approach, the population of the study is 284,795 citizens</p><p>while non-probability sampling technique was used to collect a sample of 378 residents of</p><p>Abu Dhabi. Partial Least Squares Method and Bootstrapping technique were used to test</p><p>the studys hypotheses. The results indicate that e-government interaction has a significant</p><p>positive effect on citizen satisfaction ( = 0.20; t- value = 4.53; p-value <0.01), government</p><p>civic engagement has a significant positive effect on citizen satisfaction ( = -0.03; t- value</p><p>= 0.46; p-value >0.1), and service quality has a significant positive effect on citizen</p><p>satisfaction ( = 0.53; t- value = 10.46; p-value <0.01). However, e-government</p><p>information sharing has no significant effect on citizen satisfaction ( = -0.03; t- value =</p><p>0.46; p-value >0.1). In addition, service quality moderates the relationship between egovernment</p><p>information sharing and citizen satisfaction ( = 0.08, t = 2.62, p < 0.01) while</p><p>it failed to moderate the relationships between e-government interaction ( = -0.06, t =</p><p>1.01, p > 0.10), government civic engagement ( = -0.08, t = 0.76, p > 0.10), and citizen</p><p>satisfaction. These findings imply that citizen satisfaction increases when there is more</p><p>engagement and participation of the citizen in the e-government initiatives, and that</p><p>government should be concerned with satisfying the citizens by taking cognizance of the</p><p>citizen satisfaction through different services provision. Service quality is crucial to egovernment</p><p>information sharing and citizen satisfaction. These findings enrich the existing</p><p>theory by confirming the roles of e-government interaction, e-government information</p><p>sharing, government civic engagement, and service quality in enhancing citizen</p><p>satisfaction.</p> |
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