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Measuring success of e-government of Saudi Arabia

Abstract

E-government is a platform and method to provide government services to citizens as well as other residents of a country, through an internet enabled platform. Quite regularly the e-government services are analysed qualitatively and quantitatively, and the extent of success can be measured by the degree of customers’ engagement and satisfaction. Engagement and adoption of a service is a result of awareness, ability, social acceptance, sophistication and provision of the service. Earlier studies on this subject have revealed that lack of initiatives to create awareness, building trust and providing adequate training contributed to a lower rate of adoption and satisfaction. With a fast growth of technology and better infrastructure, situation can significantly change even in a short period. In this article, we analyse success and satisfaction levels of e-government adoption in Saudi Arabia. Our findings are based on qualitative as well as the result of an empirical study of responses of an extensive survey of customers of the west coast of Saudi Arabia, which includes the commercial city of Jeddah.

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Correspondence to Mohammad Yamin.

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Basahel, A., Yamin, M. Measuring success of e-government of Saudi Arabia. Int. j. inf. tecnol. 9, 287–293 (2017). https://doi.org/10.1007/s41870-017-0029-4

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Keywords

  • E-government
  • Saudi Arabia
  • Internet
  • Technology
  • Customers
  • Service providers
  • ICT
  • Customers
  • Customers perspective
  • Challenges
  • Adoption
  • Saudi Arabia
  • IT employees