The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Abdullah Alkraiji, Nisreen Ameen

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Purpose: This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust, and satisfaction on loyalty to these services.

Design/methodology/approach:The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings: The key findings revealed that the factors service quality, trust in government, trust in e-government services, and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality: This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government, and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.
Original languageEnglish
JournalInformation Technology and People
Publication statusPublished - 28 Jun 2021


  • service quality
  • trust
  • Loyalty
  • E-government

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