The impact of service quality, system quality on citizen’s satisfaction with mediating role of trust in E-Government

Abstract

This paper aims to explore the relationships between e-government attributes in terms of quality of service, system quality and quality of information with user satisfaction in using e-government services in the United Arab Emirates (UAE). A quantitative approach for answering the research question was chosen. A survey questionnaire was used to collect data from the respondents. A total of 300 questionnaires were distributed, and 121 were returned with 40.3 percent response rate out of it 115 surveys were found usable with 38.3 percent response rate. Data was analysed using structural equation model (SEM). Study findings also provided evidence of the direct impact on user satisfaction of e-government attributes (Information quality, service quality, and system quality). The research will help policy-makers recognize e-government users and enact specific policies to address the e-government services needs of people. Moreover, findings of the study and the suggested model can be used as guidance for the development and implementation of e-government strategies for the UAE government.