The Impact of E-Government Success Factors on Citizen Satisfaction: The Context of UAE

Hisham O. Mbaidin


The study aimed to identify the impact of E-government success factors on citizen satisfaction in the UAE from the point of view of target citizens. The study sample consisted of a random sample from (380) in customer happiness centers in UAE. The questionnaire was developed in light of previous studies and the theoretical framework information, used the main tool in collecting data and information, and was analyzed using descriptive and inferential statistics methods. The results revealed that the degree of E-Government success implementation from the point of view of target citizens was high. Furthermore, the degree of citizen satisfaction from the point of view of target citizens was also high. There was an impact of E-Government success on citizen satisfaction from the point of view of target citizens. The results also showed there is an impact of E-Government Success Factors and its variables (E-Government resources, Access to Information, E-government systems’ quality) on the Citizen Satisfaction and its variables (Responsiveness, Technical Support, Service Quality) at α ≤ 0.05. The scientific novelty can be described as the results of this study filling a knowledge gap about citizens' satisfaction with and loyalty to e-government services. The study also contributes to the existing literature by presenting the available resources factor as a strong determinant of the e-government quality dimensions.


Keywords: E-government, citizen satisfaction, UAE.

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