The impact of e-government on the quality of service provided to beneficiaries: A field study on the beneficiaries of the services of the Ministry of Justice

Abstract

The study dealt with the impact of e-government on the quality of service provided to the beneficiaries from the point of view of the beneficiaries of the electronic services provided by the Ministry of Justice and dealt with the dimensions of e-government in the services represented in (speed, reliability, security and privacy, culture and awareness) with the identification of the quality of electronic services in the ministry The research sample included a group of beneficiaries of electronic services in the Ministry of Al-Hadal and the sample reached (258) beneficiaries The descriptive analytical approach was used with the statistical processing program For data analysis. The most important results of the study that was reached that the general arithmetic average of the impact of the application of e-government on the quality of services in the Ministry of Justice amounted to (3.78) degrees out of (5), an average indicates the availability of the impact of the application of e-government on the quality of services in the Ministry of Justice to a high degree, where the availability rate reached 75.6% and the study showed that there is a statistically significant impact at the level of significance (α ≤ 0.05) for the impact of e-government on the quality of services provided to beneficiaries of services from Ministry of Justice The study concluded with a number of recommendations, most notably the need for the Ministry to work to provide all electronic services to the beneficiaries as soon as possible and to be of great quality in these services, the need for the Ministry to work on developing future plans to protect information security and confidentiality when using electronic services by beneficiaries, the need to work to provide laws and regulations that protect the process of applying e-government in a reliable and important manner, and the need for the Ministry to work to spread dealing. With e-government and work to motivate individuals and beneficiaries to work through it. Keywords: E-Government – Quality of Services – Speed – Reliability – Security and Privacy – Culture and Diversity