E-government Service Quality Research Articles

Development index and the challenges of adopting artificial intelligence in improving the quality of e-government services to citizens in Jordan

The purpose of this study is to evaluate the global and continental positions of e-government models in countries such as Jordan by analysing their experiences. The evaluation of the progress of e-government is carried out using a multi-practice methodology, which incorporates a variety of different procedures and techniques. The performance of Jordan is evaluated using the United Nations e-government maturity index, which is comprised of the Telecommunication Infrastructure Index, the Human Capital Index, and the Online Service Index. These indexes are used to compare Jordan’s performance from 2008 to 2015. The purpose of this research is to improve the capabilities of e-government by utilising previous experiences, addressing deficiencies, and making the most of potential. In addition to this, the study investigates the influence that artificial intelligence (AI) has on the confidence of users and the quality of government services that are delivered through online platforms. Specifically, the report underlines the cost-effectiveness and efficiency of adopting and utilising artificial intelligence, as well as the potential of tools and solutions that are driven by artificial intelligence.

Implementation of artificial intelligence by using Amazon web services to improve services in e-government

The implementation of artificial intelligence has the scope to revolutionize e-government services by enhancing the quality of life for citizens, enhancing operational efficiency, and enabling groundbreaking applications. There is a possibility that this can be achieved through technical improvements. A wide range of artificial intelligence technologies and services are offered by Amazon Web Services, which has the potential to alter how e-government services are provided. The purpose of this abstract is to study the revolutionary potential of artificial intelligence by utilizing Amazon Web Services and to highlight the benefits and possibilities that it provides to the field of e-government. The utilization of artificial intelligence in conjunction with Amazon Web Services has the potential to significantly enhance the quality of e-government services by reducing inefficiencies, enabling the development of creative applications, and enabling the customization of experiences. With the assistance of the artificial intelligence tools and services offered by Amazon Web Services, the public sector can take advantage of the revolutionary power of artificial intelligence while also ensuring that responsible and ethical practices are followed.

Exploring the Impacts of e-Government Service Quality on Citizen Satisfaction and Trust: Evidence from Population Administration Services

Exploring the Impacts of e-Government Service Quality on Citizen Satisfaction and Trust: Evidence from Population Administration Services

Investigating the multifaceted dynamics of cybersecurity practices and their impact on the quality of e-government services: evidence from the KSA

PurposeThe Kingdom of Saudi Arabia (KSA) is embracing digital transformation and e-government services, aiming to improve efficiency, accessibility and citizen-centricity. Nonetheless, the country faces challenges such as evolving cyber threats. The purpose of this study is to investigate the factors influencing cybersecurity practices to ensure the reliability and security of e-government services.Design/methodology/approachThis paper investigates the multifaceted dynamics of cybersecurity practices and their impact on the quality and effectiveness of e-government services. Five key factors explored include organizational culture, technology infrastructure, adherence to standards and regulations, employee training and awareness and financial investment in cybersecurity. This study used a quantitative method to gather data from 320 participants. The researcher collected 285 completed questionnaires, excluding unusable or incomplete responses, and analyzed the final data set using partial least squares structural equation modeling.FindingsThe findings show that financial investment in cybersecurity, employee training and awareness and adherence to cybersecurity regulations significantly influence the adoption of robust cybersecurity practices. However, the relationship between organizational culture and cybersecurity practices is less straightforward. The research establishes a strong positive correlation between cybersecurity practices and e-government service quality, highlighting the role of security in fostering public trust and user satisfaction and meeting the evolving needs of citizens and businesses.Originality/valueThis research contributes valuable empirical evidence to the fields of e-government and cybersecurity, offering insights that can inform evidence-based policy decisions and resource allocation. By understanding the nuanced dynamics at play, Saudi Arabia is better poised to fortify its digital governance infrastructure and provide secure, high-quality e-government services to its constituents.

E-government quality from the citizen's perspective: the role of perceived factors, demographic variables and the digital divide

PurposeGovernments globally are adopting e-Government services to streamline administrative processes and meet citizens' expectations. This study investigates e-Government service quality from citizens' perspectives in 50 Greek municipalities, using the technology acceptance model (TAM) and cognitive theory.Design/methodology/approachThe data from 707 respondents across 50 Greek municipalities are analyzed using structural equation modeling (SEM), ANOVA and moderation analysis. The study assesses the relationships between key factors and citizens' intentions to use e-Government services, examining the impact of demographics and the digital divide.FindingsThe study reveals that perceived attractiveness (PA), perceived usefulness (PU), perceived ease of use (PEOU) and awareness (AWA) significantly influence citizens' behavioral intentions (BINTs) toward municipal e-Government services. Interestingly, PEOU negatively impacts users' intentions, suggesting dissatisfaction with portal attractiveness and utility. The study explores the influence of demographic variables and the digital divide on citizens' BINTs, highlighting economic activity and income as crucial determinants.Practical implicationsThe study emphasizes the significance of user-friendly design, PU, PEOU and AWA campaigns for the development of effective e-Government platforms. Strategies to address the digital divide and promote citizen engagement are essential for enhancing user experience, service utility and AWA, ultimately fostering a positive attitude toward e-Government.Social implicationsAddressing demographic differences ensures inclusive e-Government systems, while bridging the digital divide promotes equitable service delivery and citizen engagement.Originality/valueThis research provides insights into factors influencing citizens' BINTs toward e-Government services. The study's examination of demographic attributes and the digital divide enhances understanding, contributing to the development of citizen-centric e-Government services and supporting inclusive digital transformations.

Mapping and Analyzing E-Government Sentiments in Local Governments in Indonesia

This study aims to comprehensively map and evaluate the quality of E-Government services in local governments throughout Indonesia, focusing on public perceptions. Employing a descriptive method and qualitative approach, data collection involves non-participant observation. Researchers observed the implementation of E-Government within provincial-level local governments participating in the 2021 Electronic-Based Government Systems evaluation through Google Play. Data analysis utilizes an interactive model to provide nuanced insights. The findings reveal that E-Government implementation in Indonesian provincial governments is primarily concentrated within the E-Service category, comprising 50% or 89 applications. The most advanced category is E-Information, encompassing 38% or 67 applications. However, the E-Participation category is notably underrepresented, with only 15% or 19 applications implemented by provincial governments in Indonesia. This study contributes to a deeper understanding of Indonesia’s current landscape of E-Government services. It underscores the importance of further developments, particularly in promoting citizen participation and engagement.

Quality of e-government services at the population and civil registration office Biak Numfor District

This study aims to examine the quality of e-government services provided by the Population and Civil Registration Office of Biak Numfor Regency. This research is expected to provide valuable input for local governments and can be used as a basis for improving and optimizing services. This research was conducted at the Population and Civil Registration Office of Biak Numfor Regency. The type of research used in this study is qualitative research with a descriptive approach. Data sources in this study are primary data sources and secondary data sources. The informants in this study were service users from the Population and Civil Registration Office of Biak Numfor Regency. Informants from the Population and Civil Registration Office of Biak Numfor Regency were chosen because they had an important role in the service process. As for community informants, service users are chosen because they have information that is about the research topic and can provide more accurate ones. The selection of informants is carried out through purposive sampling techniques.

Bibliometric Analysis of E-Government and Trust: A Lesson for Indonesia

The development of digitalisation has spectacularly affected global society, including Indonesia. Many governments are aware of the opportunities and benefits of this development, so they carry out digital transformation and adaptation through e-government systems. However, public trust emerges as one of the determining factors in assessing the success of implementing e-government. This tendency prompted this study to search for available research documents to examine relevant topics regarding e-government and trust. The method used was a bibliometric analysis by maximising the Vosviewer analysis tool. The data was obtained from the Scopus database. This study reveals the need for further research on the relationship between e-government and trust in Indonesia. These subjects are relatively less explored despite gaining global recognition as vital areas for future research. This unpopularity has contributed to the need for more discussion about the quality of egovernment services regarding the level of trust. Trust is a fundamental aspect of the government system in many countries. The findings of this study encourage a logical consequence to consider factors of trust in implementing e-government in Indonesia in the future. This approach can encourage the government to improve the quality of services and adopt e-government use. Such improvements are expected to bolster trust in the government and sustainably stimulate public interest in its utilisation.

E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country

AbstractThis study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens’ needs and build their loyalty.

The Use of Twitter by Government: Engaging the Secure Based Feeling on Economic Investment

Indonesia witnessed a very rapid growth of 12.58 per cent in the tourism sector in 2018, compared with an average world growth of only 5.6 per cent, as well as an ASEAN growth of 7 per cent. To make tourism become one of the most important sectors for Indonesia in terms of increasing government revenue and improving the efficiency and competitiveness of citizens on international markets. Of course, a lot needs to be prepared to achieve this goal. One of them is a safe community-based feeling. Because Indonesia is currently developing and requires significant domestic investment, security in Indonesia is a focus that needs to be improved. And in order to be able to understand a sense of community security, the government must have a relationship between the government and the community. This study aims to know e-government service quality implementation by the Ministry of Agrarian Affairs and Spatial Planning via twitter. The method used in this study is a content analysis of Twitter posts from the Ministry of Agrarian Affairs and Spatial Planning of the Republic of Indonesia for a period of 1 year, from 1 January 2019 to 31 December 2019. Based on the findings and discussion, it is concluded that secure based feeling towards investment can be achieved through social media, one of which is Twitter by providing a more understanding related to land rights or land that will be used in investment.

The antecedent e-government quality for public behaviour intention, and extended expectation-confirmation theory

The main objective of the study is to identify the antecedent of leadership quality, public satisfaction and public behaviour intention of e-government service. Also, this study integrated e-government quality to expectation-confirmation model. In order to achieve these goals, observational research was then carried out to collect primary information, using the method of data dissemination and obtaining the opinion of 360 from the public using the e-government service and some of the e-government and software quality experts. The results of the study show that the positive association among the e-government services quality and public perceived usefulness, public expectation confirmation, leadership quality and public satisfaction that also play a positive role on the public behavior intention.

The antecedent e-government quality for public behaviour intention, and extended expectation-confirmation theory

An The main objective of the study is to identify the antecedent of leadership quality, public satisfaction and public behaviour intention of e-government service. Also, this study integrated e-government quality to expectation-confirmation model. In order to achieve these goals, observational research was then carried out to collect primary information, using the method of data dissemination and obtaining the opinion of 360 from the public using the e-government service and some of the e-government and software quality experts. The results of the study show that the positive association among the e-government services quality and public perceived usefulness, public expectation confirmation, leadership quality and public satisfaction that also play a positive role on the public behavior intention.

A Study on E-government Service Quality and Effectiveness of E-government Services in Selected Divisional Secretariats

Acknowledge to the rapid global growth of internet and information technology, many governments around the world have transformed their services from traditional services to electronic means. Using the internet, nowadays governments are offering more convenient and faster access to their services and information. This has been achieved by the use of e-government services. Even though, the concept of e-government is still in its early stage, it has become an important issue in recent years. The main purpose of introducing e-government services is to effective services to the citizens. However, many governments have been developing the e-government services without paying full attention to the effectiveness of the e-government services and the requirements of citizens. Accordingly, the main purpose of this study is to identify the relationship between e-government service quality and effectiveness of e-government services. This study conducted based on quantitative method and the primary data collected through the structured questionnaires. In total, 112 questionnaires were distributed to citizens who accessed e-government services in 14 divisional secretariats in Batticaloa District. From that, total of 100 completed questionnaires were gathered, representing 89.26% response rate. The collected data was analyzed with the aid of SPSS (22.0) software. The data analysis method is specially focused on the bivariate and multi variate analysis due to the specific research questions. Major findings indicates that there is a positive significant relationship between all the dimensions of e-government service quality and effectiveness of e-government services. Further simple regression analysis between e-government service quality and effectiveness of e-government service results also explicit e-government service quality has a positive significant influence on effectiveness of e-government services. The results of this study will assist the government entities in proper development and implementation of e-government services in the divisional secretariats to provide quality e-government services to the citizens. Future research can cover local e-government projects in national level.

Pengaruh Kualitas Pelayanan Aplikasi M-Paspor terhadap Kepuasan Pengguna Jasa Keimigrasian pada Kantor Imigrasi Kelas II Non TPI Agam

This research is included in the category of quantitative research because this study seeks to test hypotheses by utilizing samples taken from the community. This research was conducted at the Immigration Office Class II Non TPI Agam. In this study, the sampling method used is the area sampling method because the work area has a wide scope. A total of 182 participants in this study were sampled. At the Class II Immigration Office of Non TPI Agam, the results showed that the variable quality of e-government services had a positive or significant effect on the service user satisfaction variable. This is by taking into account the significance value of 0.000 <0.05 for the variable quality of e-government services on the service user satisfaction scale. In the Class II Immigration Office of Non TPI Agam, the magnitude of the influence of the variable quality of e-government services on the service user satisfaction variable is 0.292 or equivalent to 29.2 percent. The amount of 29.2 percent is calculated using the Adjusted R value.

Analysis Of Service Quality On The Surabaya Single Window (SSW) Website Using Modification E-Govqual Method

The online licensing service provided by the Surabaya City Government is called the Surabaya Single Window (SSW). The positive effect of online licensing is the efficiency and effectiveness of bureaucrats' performance. In order to improve the quality of services for the citizens of Surabaya through E-government, it is necessary to provide feedback to the Surabaya City Government by analyzing the service quality of the Surabaya Single Window (SSW) website on user satisfaction. This research was conducted because the Surabaya City Government publishes no feedback regarding the quality of services available on the website. The website is the simplest benchmark in seeing the implementation of E-government, so the public and the Surabaya City Government need to know the quality of the website's services to the public. User satisfaction. This study aimed to determine how service quality affects user satisfaction on the Surabaya Single Window (SSW) website. The sample in this study was 99 respondents, calculated by the Slovin formula using the purposive sampling technique. The modified E-govqual method used in this study is because there are two additional variables, namely the visual quality variable and the overall variable, which are expected to help the service quality of the Surabaya Single Window (SSW) website. This study uses quantitative techniques with validity, reliability, classical assumptions, multiple linear regression analysis, T-test, and F test. Based on the results of this study, the service quality of the Surabaya Single Window (SSW) website has an effect of 77.9% on user satisfaction and has a correlation coefficient of 88.3%. It is concluded that the Surabaya Single Window (SSW) website has a positive correlation between user satisfaction and the quality of E-government services. The results of this study can be used as an evaluation for Surabaya Single Window (SSW) website developers and can be a reference for future research.

The effect of quality, security and privacy factors on trust and intention to use e-government services

In keeping abreast with the digitized and automated world today, governments of developing and developed nations must provide appropriate e-government services to assure confidence and effective and efficient usage among their citizens. The quality, security, and privacy of current e-government implementation have been impairing the trust and participation of users, in Jordan especially. Hence, this study examined the impacts of quality, security and privacy of e-government services on the intention to use e-government services among Jordanian citizens. Questionnaires were used to gather data, and questionnaire items covered the constructs of quality factors (information quality, system quality, and service quality), perceived security, and perceived privacy as independent variables, and the constructs of trust and intention to use as dependent variables. The study samples comprised academics in Jordanian public universities. The universities were selected using stratified sampling method, while the respondents were chosen using simple random sampling method - 212 respondents were selected. SPSS Version 18 and PLS Version 3.3.6 were used in data analyses and hypotheses testing. Results affirmed a positive and significant link between information quality, system quality, service quality, perceived security, perceived privacy and trust in e-government services, and a positive and significant link between trust in e-government services on intention to use. In e-government services implementation, Jordanian government should take into account the quality factors (information quality, system quality, and service quality), perceived privacy, and perceived security, to increase trust of the citizens and consequently their intention to use the e-government services.

The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic.

The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic.

Do you see my effort? An investigation of the relationship between e-government service quality and trust in government

PurposeElectronic government (e-government) has been suggested as an important tool to improve public services and enhance citizens’ trust in government. Several studies have examined the relationship between e-government service quality, satisfaction and trust in government with conflicting results. This conflict reveals the need for additional examination of the process relating e-government service quality to trust in government. This study aims to introduce a theoretical approach that considers a crucial factor, which is perceived government effort. The model proposes that perceived e-government service quality first leads to satisfaction, which in turn increases perceived effort that finally translates into trust in government.Design/methodology/approachThis study proposes and tests a conceptual model that examines the relationship between e-government service quality, satisfaction, perceived effort and trust in government. The model is tested using mediated regression analyses and Hayes’s PROCESS macro. Data were collected from an online survey of 723 individuals who interacted with e-government services in Kuwait.FindingsThe results supported the proposed theoretical model and particularly confirmed the mediating role of perceived effort in the link between e-government service quality and trust in government.Research limitations/implicationsThe findings improve the understanding of the behavioral process linking satisfaction with citizen’s trust in the government.Originality/valueThe model introduces a crucial yet previously overlooked factor to the trust-building effect of e-government, which is perceived effort. This factor is particularly important in electronic services that inherently lack face-to-face interaction between citizens and government representatives.

Issues of e-government services quality in the digital-by-default era – the case of the national e-procurement platform in Czechia

PurposeScholarly research on e-procurement has been limited and, like e-government, e-procurement has been researched primarily from the perspective of adoption/non-adoption. This paper aims to focus on public administration employees’ perceptions of the quality of národní elektronický nástroj (NEN) – the Czech national e-procurement tool they are required to use.Design/methodology/approachThe paper is based primarily on statistical analysis of data obtained through two questionnaire surveys addressed to contacts from of all Czech central state administration bodies using NEN; 175 completed questionnaires were gathered in 2020 and 128 in 2022 and subjected to statistical analysis in SPSS.FindingsNEN was launched as fully operational in August 2015. The research indicates that in 2022 there were still important gaps in the quality of NEN as perceived by public employees.Social implicationsThe paper has important practical implications for e-procurement policymakers. It shows that making the e-procurement system compulsory is not sufficient. The government needs to guarantee that it would be competitive with tools that would otherwise be preferred. Otherwise, the application of the digital-by-default principle may lead to institutionalisation of services that are not user-friendly. This has important implications for e-government/e-procurement management and change management.Originality/valueLittle is known about public employees’ perceptions of the quality of e-government and e-procurement. Although e-procurement is an area where the digital-by-default principle was implemented rather early, the quality of e-procurement has still received limited attention in research.

The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic

This study aims to explain factors that have influenced the e-government service quality in Kuwait during the Coronavirus Disease 2019 (COVID-19) pandemic. Data is collected data from 392 users of the e-government services in Kuwait. The analysis has revealed that having a functional e-government portal allows citizens to complete their transactions and depend heavily on using the e-government services. Moreover, trust, ease of use, and citizen's support were also significant in terms of affecting service quality. The findings also show reliability of content and appearance of information as significant factors. COVID-19 had moderating influence on the relationship between reliability, trust, and citizens' support with e-government service quality. These results imply that citizens care about the functionality of the e-government portal and that it allows them to conduct all the transactions and processes that they need. These findings are useful for government officials to understand the most important elements for e-government service quality and thus design services.