Using Smart Applications in Delivering Government Services in the UAE: Factors of Adoption and Satisfaction

Abstract

This study addresses the public adoption of and satisfaction with UAE government e-services, emphasizing the quality of digital platforms, mainly smart applications. This quantitative research uses the technology acceptance, e-service quality, and web trust models. An online survey designed via Survey Monkey was distributed to Emirati citizens in Sharjah, Dubai, and Abu Dhabi municipalities via government Facebook and Instagram accounts in December 2022. The sample included the Ministries of Human Resources, Education, Interior, and Foreign Affairs, which provide daily individual and commercial services to citizens through digital applications. Three hundred respondents completed the form. The findings revealed that participants appreciate and trust the electronic services provided via smart applications, particularly their ease of use and quality of information. Factors motivating their use include information disclosure strategy and interactivity. The UAE's increasing use of smart digital applications necessitates training, user-friendly designs, and integration with rather than replacement of traditional direct methods.