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

Abdullah Alkraiji (ICT Department, King Fahad Security College, Riyadh, Saudi Arabia)
Nisreen Ameen (School of Business and Management, Royal Holloway University of London, Egham, UK)

Information Technology & People

ISSN: 0959-3845

Article publication date: 28 June 2021

Issue publication date: 6 June 2022

2306

Abstract

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/value

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.

Keywords

Citation

Alkraiji, A. and Ameen, N. (2022), "The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services", Information Technology & People, Vol. 35 No. 4, pp. 1239-1270. https://doi.org/10.1108/ITP-04-2020-0229

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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