Abstract
Few studies have examined the antecedents of citizen satisfaction in relation to mandatory e-government services pertaining to promising sectors such as education. This study was thus aimed at developing and empirically test a model based on a blend of information systems success models, in conjunction with trust theory. In Saudi Arabia, the Ministry of Education has launched a mandatory e-government service intended to assist high school graduates in their university academic admission process. To test the model, a questionnaire was constructed and data from 780 university students were collected. The findings show that the perceived usefulness of and trust in e-government mediated the indirect effect of both system quality and information quality on citizen satisfaction. System quality exhibited the strongest such overall total effect on citizen satisfaction. Policymakers can take advantage of the findings in adjusting the resources required to increase citizen satisfaction with mandatory services in education.
Highlights
Owing to advances in information and communications technology (ICT) and to the global diffusion of the Internet, electronic government (e-government) is being actively deployed throughout the world as a very important tool aimed at facilitating access to public services for both citizens and residents [1]–[3]
Nine hypotheses were proposed: that perceived system quality (PSQ) is directly and positively correlated with 1) perceived ease of use (PEOU), 2) perceived usefulness (PU), and 3) trust in e-government (TEG); that perceived information quality (PIQ) has direct and positive causal correlations with 4) PU and 5) TRUST IN E-GOVERNMENT (TEG); that PEOU has is directly correlated with 6) PU, whereas PU is positively and significantly correlated with on both 7) TEG and 8) perceived citizen satisfaction (PCS); that TEG is positively and significantly correlated with 9) PCS
All of the constructs’ mean values were found to be greater than 3.5, which means that, by and large, the students had responded in favor of the Unified Electronic Admission System for students (UEAS) for academic admission
Summary
Owing to advances in information and communications technology (ICT) and to the global diffusion of the Internet, electronic government (e-government) is being actively deployed throughout the world as a very important tool aimed at facilitating access to public services for both citizens and residents [1]–[3]. The main Saudi Arabian e-government program established in 2003, leads the digital process of transition to the e-government domain of public services, which are made available to citizens and residents across different platforms and portals with the highest technical and security standards. In 2020, the Saudi government is planning to launch a unified e-government services portal that is expected to be accessible to both citizens and residents. Alongside more common e-government services (e.g., municipal affairs, finance, transportation, taxation, and civil services), Saudi Arabia is leveraging those related to promising and crucial fields such as education, health, justice, and law [29]
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