E-Satisfaction from E-government Services after E-Participation: A Perspective of E-Service Users (Citizens)
DOI:
https://doi.org/10.58661/ijsse.v4i3.307Keywords:
e-government, Government to Citizens, Information and Communication Technology, Pakistan Citizen Portal, Pakistan Telecommunication Authority, National Database Registration Authority, Citizens Involvement, e-Service Delivery, Trust, Efficiency, Effectiveness, Public SatisfactionAbstract
In the improvement or deterioration and continual usage of e-government services, users of e-government services are the most important characters in the satisfaction of e-government in Pakistan. The current study aimed to measure Pakistani users’ satisfaction with e-government service apps and websites. Five hypotheses are framed and key factors (Trust, Citizens’ Involvement, Reduction of Corruption, Transparency, Effectiveness, and Efficiency of e-services). The influence of Pakistanis' satisfaction level with the e-government based on the corresponding literature review is identified in the study. To investigate the proposed hypotheses, survey data was gathered from 310 citizens of Pakistan. The data is analyzed using SPSS, leading to numerous significant findings. These findings emphasize the worth of understanding the main drivers of e-satisfaction to make available endorsements for generating e-government thresholds that are aligned with the expectations and needs of the users. They also propose valuable understandings for government policymakers and general practitioners to develop e-government portals by making an allowance for several factors.
