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

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.