The Impact of Customer Experience on the E-government success: Mediating Role of Customer Happiness

Abstract

A satisfactory customer experience is necessary for the e-government's success globally and captures the attention of recent researchers and policymakers. Thus, the present study investigates the impact of customer experiences such as customer satisfaction, customer comfort, and customer usability on e-government success in Abu Dhabi. This research also examines the mediating effects of customer happiness among the nexus of customer satisfaction, customer comfort, and customer usability on the e-government success in Abu Dhabi. Questionnaires have been used for data collection, while smart-PLS has been used for analysis. The results indicated that customer satisfaction and customer usability have a positive association with e-government success in Abu Dhabi. The outcomes also revealed that customer happiness significantly mediates among the nexus of customer satisfaction, customer comfort, and e-government success in Abu Dhabi. This study has guided the regulators related to the policy formulation regarding e-government success.