The Factors of E-Government Service Quality in Kuwait During the Coronavirus Disease 2019 Pandemic

Abstract

This study aims to explain factors that have influenced the e-government service quality in Kuwait during the Coronavirus Disease 2019 (COVID-19) pandemic. Data is collected data from 392 users of the e-government services in Kuwait. The analysis has revealed that having a functional e-government portal allows citizens to complete their transactions and depend heavily on using the e-government services. Moreover, trust, ease of use, and citizen's support were also significant in terms of affecting service quality. The findings also show reliability of content and appearance of information as significant factors. COVID-19 had moderating influence on the relationship between reliability, trust, and citizens' support with e-government service quality. These results imply that citizens care about the functionality of the e-government portal and that it allows them to conduct all the transactions and processes that they need. These findings are useful for government officials to understand the most important elements for e-government service quality and thus design services.