Citizens' Contentment with e-Government Solutions and Services in Saudi Arabia

Abstract

Governments around the world have worked tirelessly to develop technological solutions, on the one hand to better serve their citizens and, on the other hand, to advance in the United Nations Electronic Government Development Index (EGDI). Thus, it is crucial to assess e-government solutions and services from different aspects. This study evaluates e-government solutions and services based on user expectations in four aspects: general satisfaction, satisfaction with features, trust, and pleasure. In this study, a questionnaire was developed to allow the evaluation of e-government solutions and services in Saudi Arabia, and could also be utilized to evaluate e-government in any other nation. The study included 276 valid participants, while the required sample size was calculated using a standard sample size estimation formula for large populations (95% confidence level, 5% margin of error). In addition, descriptive analysis was used to analyze participant responses. The results showed that e-government services in Saudi Arabia achieved a level of citizen contentment that is consistent with its score in the EGDI published in the year 2024.