TY - JOUR

T1 - The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

AU - Alkraiji, Abdullah

AU - Ameen, Nisreen

PY - 2021/6/28

Y1 - 2021/6/28

N2 - 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.

AB - 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.

KW - service quality

KW - trust

KW - Loyalty

KW - E-government

KW - EDUCATION

KW - SATISFACTION

U2 - 10.1108/ITP-04-2020-0229

DO - 10.1108/ITP-04-2020-0229

M3 - Article

JO - Information Technology and People

JF - Information Technology and People

SN - 0959-3845

ER -