Satisfaction Levels with E-Government Services in Saudi Arabia: Users’ Perspectives

Satisfaction Levels with E-Government Services in Saudi Arabia: Users’ Perspectives

Hamza Aldabbas (Al- Balqa' Applied University, Jordan), Mai Abu Baqar (Al-Balqa’a Applied University, Jordan), Mohannad Aldayel (De Montfort University, UK) and Mohammad Alshehri (De Montfort University, UK)
Copyright: © 2013 |Pages: 20
DOI: 10.4018/978-1-4666-4090-0.ch013
OnDemand PDF Download:
No Current Special Offers


The recent revolution in technology has encouraged governments throughout the world to change their approaches to providing services to their citizens. Accordingly, some countries have set up e-government portals as one such approach to deliver services efficiently, economically, and promptly. The synergy of information with communication technology has the potential to make e-government a major advance; some citizens, however, are not satisfied with e-services introduced in several countries due to factors including lack of computer skills, limited availability of the Internet, and less than total coverage of necessary infrastructure. Effective E-government has several immediate benefits: 1) to lessen the need of travelling to and queuing in the various government departments; and 2) to combine access to different departments together in one government portal. A case study might be the e-government developments in Saudi Arabia, where, in the last few years, huge amounts of money have been expended to establish e-government service. In this context, the question arises whether the expenditure has been worthwhile. In the current research, the satisfaction levels with these services were surveyed among a set of users in order to determine drawback to using the system or any obstacles to access. Objectives were established in order to achieve the aims, and research questions devised to examine the usage of e-government and the service’s usability, as well as to identify the barriers and factors that can affect the use of e-government. The relationship between these barriers and overall satisfaction levels with respect to e-government projects is also analyzed.
Chapter Preview

In practice, the establishment of e-government schemes has proved to be somewhat challenging: in particular, the trust of populations in such schemes still seems to be quite low, despite continuous efforts to increase their safety of these systems. Information and communication technologies (ICTs), however, offer opportunities for governments to improve their services through e-government. Digital Governance (2003) states that; “e-government is the use of information and communications technologies (ICT) to transform government by making it more accessible, effective and accountable.” E-government generally involves digital interaction between four main stakeholders; Government to Citizen (G2C), Government to Business (G2B, Government to Employee (G2E) and Government to Government (G2G), as noted by many scholars (Abramson and Means, 2001; Ndou, 2004; Riley, 2001). The main focus of this chapter is to investigate the citizens’ satisfaction level about the e-government and to highlight the key organizational, technological and cultural factors that positively or negatively affect the process of e-government adoption in Saudi Arabia.

Complete Chapter List

Search this Book: