International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

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 Volume 11, Issue 10 (October 2024), Pages: 99-104

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 Original Research Paper

The impact of service quality on citizen engagement in e-government

 Author(s): 

 Ali M. AL-Naimat *

 Affiliation(s):

 Faculty of Information Technology, World Islamic Sciences and Education University, Amman, Jordan

 Full text

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 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0009-0009-4415-8145

 Digital Object Identifier (DOI)

 https://doi.org/10.21833/ijaas.2024.10.011

 Abstract

The purpose of this study is to examine how service quality affects citizens' participation in e-government. A descriptive approach was used, focusing on all citizens of the Hashemite Kingdom of Jordan. The study sample included 415 participants, chosen through random sampling. A questionnaire was developed to assess different aspects of service quality. The results showed that the impact of service quality on citizens' participation in e-government was moderate. The "ease of use" dimension received the highest score, while "responsiveness and communication" scored the lowest. There were no statistically significant differences in the ease of use dimension, but significant differences were found for the gender variable in the dimensions of efficiency, reliability, responsiveness, communication, and the overall tool, with women scoring higher. No statistically significant differences were found for age or educational qualifications across any of the dimensions studied.

 © 2024 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords

 Service quality, E-government, Citizens' participation, Ease of use, Gender differences

 Article history

 Received 19 April 2024, Received in revised form 11 September 2024, Accepted 2 October 2024

 Acknowledgment

No Acknowledgment.

 Compliance with ethical standards

 Ethical considerations

This study was conducted in compliance with ethical research standards. All participants provided informed consent before participating, and their responses were anonymized to protect confidentiality. The study did not involve any procedures that could pose risks to participants. Data collected were used exclusively for research purposes and handled in accordance with data protection regulations.

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 AL-Naimat AM (2024). The impact of service quality on citizen engagement in e-government. International Journal of Advanced and Applied Sciences, 11(10): 99-104

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 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 

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