User experience of using e-government applications and its impact on user satisfaction: case of Jordan

Sahem Ahmad and Maen Dhoon

International Journal of Procurement Management, 2024, vol. 19, issue 3, 386-412

Abstract: E-governments have provided governments worldwide with the ideal solution for delivering efficient services through technological means, which is of particular significance in the COVID-19 era with its social distancing measures. This study proposed a seven-predictors model to examine its influence on user satisfaction in the context of the sudden transformation to e-government due to COVID-19. The design of the present study was descriptive and exploratory. A quantitative approach was seen as fitting with our exploratory study. Further, we used Smart PLS v3.3 to provide better understanding of the relationships between the proposed determinants and user satisfaction. It was found that the proposed determinants explained (R² = 72.2%) of user satisfaction variance. Furthermore, it was found that five out of seven determinants had a significant influence. Up-to-date data was the strongest determinant, while transparency, efficiency and effectiveness were found to be non-significant determinants.

Keywords: e-government; user experience; satisfaction; COVID-19; Jordan. (search for similar items in EconPapers)
Date: 2024
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