The Impact of E-Government Communication on Citizen Satisfaction: Moderating Effect of Service Quality in Abu Dhabi

Abstract

E-government has become a valuable element for consumer satisfaction and organizational success worldwide and this importance of e-government motivates the researchers to examine the e-government communication impact on citizen satisfaction. Thus, the present study examines the impact of e-government communication such as e-government information sharing and e-government civic engagement on citizen satisfaction in Abu Dhabi. This research also examines the moderating impact of service quality among the nexus of e-government information sharing, e-government civic engagement, and citizen satisfaction. This study has used the questionnaires for data collection and also used the smart-PLS for data analysis. The results have revealed that e-government information sharing and e-government civic engagement have a positive association with citizen satisfaction. The results also indicated that service quality significantly moderates the links between e-government information sharing and citizen satisfaction. This research is suitable for the regulators while formulating the rules related to e-government success.