Citizens’ electronic satisfaction factors in electronic government services: an empirical study from Kuwait

Abstract

This study investigates the dimensions of service quality provided by Kuwait’s “Sahel” electronic government (e-government) application and their impact on user satisfaction among citizens and residents. Adopting a quantitative methodology based on the modified electronic government quality (e-GovQual) model, data were collected from 1,064 respondents over four weeks, assessing user experiences across usability, reliability, responsiveness, security, and efficiency dimensions. Results indicate moderate overall satisfaction, with particularly high ratings for transparency and ease of use, yet notable concerns regarding trust and data security. Satisfaction with reliability and technical support was moderate, signaling areas for improvement. The study recommends enhancing the user interface for intuitive navigation, improving real-time data synchronization between governmental entities, providing efficient technical support, and strengthening security measures to build user trust. These recommendations are crucial for advancing Kuwait’s e-government effectiveness. Future research should explore causal relationships among service quality dimensions and incorporate technical assessments by information and communication technology (ICT) experts to further enhance user satisfaction.