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Type :thesis
Subject :G Geography. Anthropology. Recreation
Main Author :Al Dhaheri, Mohammed Ateeq
Title :The moderating effect of service quality on E-government communication and citizen satisfaction in Abu Dhabi
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2023
Corporate Name :Universiti Pendidikan Sultan Idris
PDF Guest :Click to view PDF file

Abstract : Universiti Pendidikan Sultan Idris
In Abu Dhabi, the delivery of public services is very fragmented. The complexity faced and the degrees of discontent also increase when individuals need several services. For that reason, public expectations of technology, which more precisely satisfies consumer demands and wants, are growing. Therefore, this study investigated the moderating effect of service quality on e-government communication and citizen satisfaction in Abu Dhabi. Using a cross-sectional research approach, the population of the study is 284,795 citizens while non-probability sampling technique was used to collect a sample of 378 residents of Abu Dhabi. Partial Least Squares Method and Bootstrapping technique were used to test the study’s hypotheses. The results indicate that e-government interaction has a significant positive effect on citizen satisfaction (β = 0.20; t- value = 4.53; p-value 0.1), and service quality has a significant positive effect on citizen satisfaction (β = 0.53; t- value = 10.46; p-value 0.1). In addition, service quality moderates the relationship between egovernment information sharing and citizen satisfaction (β = 0.08, t = 2.62, p < 0.01) while it failed to moderate the relationships between e-government interaction (β = -0.06, t = 1.01, p > 0.10), government civic engagement (β = -0.08, t = 0.76, p > 0.10), and citizen satisfaction. These findings imply that citizen satisfaction increases when there is more engagement and participation of the citizen in the e-government initiatives, and that government should be concerned with satisfying the citizens by taking cognizance of the citizen satisfaction through different services provision. Service quality is crucial to egovernment information sharing and citizen satisfaction. These findings enrich the existing theory by confirming the roles of e-government interaction, e-government information sharing, government civic engagement, and service quality in enhancing citizen satisfaction.

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