The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi

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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Main Author: Al Dhaheri, Mohammed Ateeq
Format: thesis
Language:eng
Published: 2023
Subjects:
G Geography
Anthropology
Recreation
Online Access:https://ir.upsi.edu.my/detailsg.php?det=10200
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id oai:ir.upsi.edu.my:10200
record_format uketd_dc
institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic G Geography
Anthropology
Recreation
spellingShingle G Geography
Anthropology
Recreation
Al Dhaheri, Mohammed Ateeq
The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
description <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>
format thesis
qualification_name
qualification_level Doctorate
author Al Dhaheri, Mohammed Ateeq
author_facet Al Dhaheri, Mohammed Ateeq
author_sort Al Dhaheri, Mohammed Ateeq
title The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
title_short The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
title_full The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
title_fullStr The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
title_full_unstemmed The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
title_sort moderating effect of service quality on e-government communication and citizen satisfaction in abu dhabi
granting_institution Universiti Pendidikan Sultan Idris
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2023
url https://ir.upsi.edu.my/detailsg.php?det=10200
_version_ 1804890524461563904
spelling oai:ir.upsi.edu.my:102002024-05-20 The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi 2023 Al Dhaheri, Mohammed Ateeq G Geography. Anthropology. Recreation <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> 2023 thesis https://ir.upsi.edu.my/detailsg.php?det=10200 https://ir.upsi.edu.my/detailsg.php?det=10200 text eng closedAccess Doctoral Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Abd-Elrahman, A.-E.H. & Ahmed Kamal, J.M. (2022). Relational capital, service quality and organizational performance in the Egyptian telecommunication sector, International Journal of Emerging Markets, 17(1), pp. 299-324.</p><p>Abdi, K., and Senin, A. A. (2014). Investigation on the impact of organizational culture on organization innovation. Journal of Management Policies and Practices, 2(2), 110</p><p>Abidin, N., Abdullah, M., Basrah, N. & Alias, M. (2019). Residential Satisfaction: Literature Review and A Conceptual Framework. IOP Conf. 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