Impact of eGovernment on Citizen Satisfaction: A Case of Federal Government Agencies in Pakistan

Javaid, Muhammad Akmal and Arfeen, Irfanullah, "Impact of eGovernment on Citizen Satisfaction: A Case of Federal Government Agencies in Pakistan" European, Mediterranean, and Middle Eastern Conference on Information Systems (EMCIS 2017), Coimbra, 2017/09/07-08.

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UNU-EGOV Conference Publications

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  • Sub-type Conference paper
    Author Javaid, Muhammad Akmal
    Arfeen, Irfanullah
    Title Impact of eGovernment on Citizen Satisfaction: A Case of Federal Government Agencies in Pakistan
    Event Series European, Mediterranean, and Middle Eastern Conference on Information Systems (EMCIS)
    Publication Date 2017-08
    Place of Publication Cham
    Publisher Springer
    Pages 221-237
    Title of Event European, Mediterranean, and Middle Eastern Conference on Information Systems (EMCIS 2017)
    Date of Event 2017/09/07-08
    Place of Event Coimbra
    Language eng
    Abstract The present study is an attempt undertaken to examine the relationship between eGovernment services and citizens’ satisfaction in the context of federal agencies in Pakistan. Almost all the developing nations are still struggling to whether initiate these services or fully benefit from the already initiated e-services. This study proposed government to citizen satisfaction model considers the role of website content, trust, security or privacy, e-readiness, and quality of services while measuring the citizen satisfaction. Five hypotheses have been developed. A total of 500 questionnaires have been distributed of which only 302 received back with a response rate of 60.4%. On the collected data, quantitative and qualitative tests have been applied. Besides this it has been concluded form the analysis that all hypotheses were supported based on the contemporary research findings. The findings and recommendations can be successfully utilized for the betterment of the e-services and public service delivery tools.
    Keyword agencies
    citizens
    satisfaction
    e-Services
    Copyright Holder Springer
    Copyright Year 2017
    Copyright type All rights reserved
    ISBN 9783319659305
    DOI 10.1007/978-3-319-65930-5_19
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    Created: Mon, 02 Sep 2019, 20:18:22 JST by Mario Peixoto on behalf of UNU EGOV