Abstract
Website quality is among the key drivers of the success of e-government transformation as citizens are more likely to participate when they found a satisfying engagement with a website. This paper proposed a framework of public agency website quality evaluation for the National Media Council, UAE. The study used a quantitative approach where a survey strategy was used to administer questionnaires to users of an agency’s website. A total of 185 questionnaires were analysed using Partial Least Squares Structural Equation Modelling software (SmartPLS version 3.2.6). The result revealed that website quality had a statistically significant effect on user satisfaction. Similarly, it was further found that website quality had a statistically significant effect on perceived service quality. The result implies that users of NMC website interpret the quality of the agency’s website from the purview of the satisfaction they derive from visiting the website and the perceived quality of the service offered through browsing the website.
Highlights
The ever-changing innovation in the digital media technology alongside the rapid changes it has brought about in almost all spheres of human life have raised concerns over the truth, integrity and security of the users of the content provided by such media (WEF, 2016)
The results indicated that Web layout, web info, customer service, fulfilment and privacy emerged as the critical factors affecting website service quality
The model consisted of three constructs Website Quality (PWQ), Service Quality (PSQ) and User Satisfaction (US)
Summary
The ever-changing innovation in the digital media technology alongside the rapid changes it has brought about in almost all spheres of human life have raised concerns over the truth, integrity and security of the users of the content provided by such media (WEF, 2016). According to (Vaknin, 2009) digital media content encompasses digitized information and creative digital products such as e-books, e-journals, e-newspaper, digitized music, online digital games, videos, digital animations and others (Kim and Kim, 2017). These products and services are mostly access through the websites of the providers be it private or public organisations. Unlike the off-line media contents the issue of users or consumers’ trust in the digital media content arises because of the difficulty in validating the truthfulness and veracity of the content (Hasan and Abuelrub, 2011). This scenario emanates from the fact that innovations in the digital media have removed barriers to content creation in such a way that almost everyone can create and publish content with little or no censure
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