User Satisfaction with Abu Dhabi E-Services

Chapter 1: INTRODUCTION

Introduction to the Chapter

The rapid advancement and increasing sophistication of information technology has resulted in corporations, including government entities, transforming their operations through the provision of services via electronic channels. This shift has served to significantly enhance both the efficiency and the effectiveness of the ever growing and wide-ranging government services being offered. It was this increasing provision and use of e-services by The United Arab Emirates’ government that led to this study being based on user satisfaction of current e-services. This study aims to assess the current levels of user satisfaction with Abu Dhabi e-services through the utilization of multiple research-based indicators of consumer satisfaction. The Abu Dhabi government offers in excess of one thousand e-services in addition to 360 pages of general administrative information and 105 pages of departmental data, through the web portal www.abudhabi.ae portal managed by Abu Dhabi Smart Solutions & Services Authority (ADSSSA), whose primary objective is the provision of a “One Government” model offering an integrated digital platform providing a single point of access to a complete range of government services using up-to-date electronic channels designed to enhance the efficiency and simplicity of accessing governmental services. The My Abu Dhabi platform, which facilitates well-tailored access to protected government e-services allows personalization of e-service facilities. This portal had been visited by in excess of 4.5 million visitors and recorded more than 12 million views up to the end of 2017. Customer satisfaction is the most significant factor in evaluating the success of the Abu Dhabi government’s transformative initiative to e-services. This study examines the factors impacting levels of consumer satisfaction, which in turn reflect the extent of the success enjoyed by the Abu Dhabi e-government initiatives. The subsequent sections of this chapter further elaborate on the background of the study and outline its scope, significance and objectives.

Background of the Study

The Significance of e-Government and Its Impact on Consumers.

E-government has emerged as a significant institutional approach to providing administrative services to citizens and key clients of government facilities. The adoption of e-government services by administrations indicates a highly synchronized government with business processes that view citizens as valued clients by recognizing the decision-making power of consumers (Anwar, et al, 2016). In this context, information and communication technologies (ICT) have been used to enhance the services offered to the public sector through increasing the flexibility and transparency and access to e-services. It is considered vital that e-users, especially those in developing countries, are given equal opportunities to enhance their access to transparent, electronic, administrative information and services with the benefits afforded to more affluent residents (Koga, 2003). E-governance has been viewed as a broad concept comprising the complex relationships between administrations, public servants and society (Utami, 2013), such that e-government is able to provide substantial and numerous benefits to all stakeholders. Benefits primarily include a marked decrease in the level of corruption afflicting governments; ample electronic accessibility to commercial and industry sectors; and the empowerment of e-users through enhanced access to public information and services. These benefits are highly achievable through the strategic analysis of consumer engagement with e-services by determining user practices to avail e-services. In all developing countries, and particularly in the Arab corporate environment, the passive role of consumers, chiefly due to a lack of awareness or understanding of e-services has created challenges for e-government initiatives (Dahi&Ezziane, 2015). Contemporary, global, corporate contexts now necessitate e-government as an essential means of fostering increased consumer engagement with government related services. E-government is defined as the use of the internet, or other modern ICT technologies by public sector administrations to facilitate and magnify consumer access to public information, enable the receipt of services and or expedite the performance of electronic transactions. It has been the dynamic development of new technologies in this fieldthat have proved integral to the effective delivery of e-services in a manner that strengthens relationships between individual and corporate consumers and providers (Alan & Hasan, 2015). The provision of e-government services marks a substantial revolutionary shift in governance (Dahi&Ezziane, 2015) and illustrates the significance of the institutional change in the way governments operate and build relationships with stakeholders. According to Bwalya & Healy (2010) the anticipated benefits of implementing e-government services are the provision of public service facilities embodying a broad range of secure, external interactions designed to increase levels of consumer access and satisfaction over an extended period of time It is further anticipated that e-governance contributes to the improvement of a society’s democratic base by fostering increased trust between an administration and its users (Dahi&Ezziane, 2015). Given that a key objective of e-government is to extend the parameters of information and service delivery, encouraging consumer participation is an ongoing process of evolving e-service implementation (Caiyun, G., Zhiqiang, L &Congyan, Z., 2016). Empowered consumers of e-government services enjoy the capacity of making informed decisions regarding their engagement with the public sector, which in turn supports accountability and transparency of government services.

Research indicates that e-governance has initiated the development of new concepts of citizenship, particularly in terms of administrations addressing consumer needs and expectations (Dahi&Ezziane, 2015) and the need to incorporate human dimensions into new technologies. Government performances are significantly improved in terms of trust levels, accessibility and functionality. E-governance is consequently now perceived as an essential, interactive channel that facilitates relationships between consumers and public administrations (Caiyun, et al, 2016). Assessment of levels of consumer satisfaction with specific e-government services revealed that it was the qualities of resourcefulness and effectiveness that are the utmost significant parameters of online service quality (Anwar, et al, 2016). Demographics and other personal characteristics also have an additional significant bearing when determining consumer attitudes towards the utilization of technologies to improve e-government services (Ellison &Hardey, 2013).

A Focus on the Parameters of UAE e-Government

In considering the strategic direction of this study, it is essential to note that the UAE was listed in the top performers in the 2016 E-Government Development Index. The Index indicates the achievements of respective countries in relation to their use of e-services. In the 2018 results European countries were ranked the highest in e-government development, followed by joint contenders Americans and Asia. There was an increase from 154 countries in 2016 to 176 in 2018 offering accessible online e-services. |There remains a strong correlation between high-income nations and e-government development with only 4 of the 54 African countries scoring above the world average for e-government development. (UN e-Government survey 2018) As a high-income nation the UAE has been able to extensively invest in information technologies as part of its major national objectives to introduce e-government initiatives that diversify its economy (Caiyun, et al, 2016). Additionally, the country has assiduously focused on expanding its knowledge-based economy whilst simultaneously decreasing its dependence on oil and gas (Ellison &Hardey, 2013). Wang, Medaglia & Zheng (2016) suggest that “adaptive governance” utilizes changes in technology and consumer demands as means of responding to dynamic fluctuations and variances in the administrative environment The Dubai Smart City initiative was developed with the purpose of transforming that Emirate into a global smart city through the provision of increased opportunities for citizens and investors (Alharthi, 2016).Through this strategy, Dubai has encouraged and fostered phenomenal interaction between its public and private sectors, with the expectation of future productive outcomes. This interaction, and subsequent productivity, facilitates the Dubai administrations’ targeted objective of establishing smart governance as a top priority (Murad, 2010). According to Siemens Dubai’s “digitalization readiness” has enabled the city to achieve an overall ranking of ‘good’ with 94.85% internet-user level and a 62.564 ranking on the digital government index giving the city a ranking of 33 on the innovation index. (https://atlas.dc.siemens.com/city/dubai). These statistics can be viewed in comparison with the much more mature and established city of Los Angeles, which received an overall ranking of “fair” and has 75.23% internet-users and a digital government index of 90.340 (https://atlas.dc.siemens.com/city/LosAngeles) It is essential to note that a smart city model of administration is manifested through the persistent development of innovative administrative capabilities. The UAE government’s commitment to such a model has been driven by the implementation of diverse innovative technological strategies that ensure the continuous development and achievement of ground breaking concepts (Caiyun, et al, 2016). The UAE government’s 2014 National Innovation Strategy issued a requisite to government agencies to reduce their spending by one per cent as a means of allocating increased funds to research and innovation. This mandated strategy included the introduction of programs, such as innovation prizes, to ensure the proficient increase in national awareness of e-governance. As a result, Dubai’s digital economy has been substantially transformed through the adoption of state-of-the-art technologies, resulting in its ability to deliver optimal e-government services. According to the Abu Dhabi Council for Economic Development’s missionstatement there is a focus on theimprovement and expansion ofinfrastructure in order to supportsustainable e-service initiatives designed to enable diversification and enhancement of human capital and satisfaction of consumers. It is in this context that the Abu Dhabi e-government initiatives have consistently maintained an emphasis on expanding the parameters of information technology required to maintain quality e-services (adcb.gov.ae). The introduction of innovative models of citizenship has become an integral part of the Abu Dhabi government’s ongoing initiatives to promote consumer participation in public sector decision-making processes (Ibid). The development of e-government services in Abu Dhabi has thus been closely connected to its goal of meeting and exceeding consumer’s requirements and expectations.

Abu Dhabi public administrators have explored a diverse range of available methodologies, strategies and models to promote and facilitate the ongoing development of its information technology-rich e-services (Jung, 2012). Employment of strategies, such as change management practices, have emerged as significant components in the constant transformation of electronically delivered administrative services. These strategies, along with a vigilant consideration and incorporation of integrally ‘human’aspects, have been designed to enable Abu Dhabi’s e-users accessibility and usability (Ilcan&Basok, 2004). Additional findings indicated that the collaborating executive teams administering the implementation of e-government are well positioned to achieve their shared objectives of substantial future achievement (Hamidi & Akinci, 2014). The implementation of effective administrative operations is among the administrations core priorities to ensure transparency and flexibility in delivering e-government services in Abu Dhabi. It is anticipated that quality e-government services will deliver valuable opportunities to advance public policies in Abu Dhabi, which will in turn contribute to the achievement of the government’s long-term smart objective of future strategic growth (Caiyun, et al, 2016). With limited resources available toAbu Dhabi e-service administratorsthe strategic utilization of resources has ensured that e-services meet theongoing and perpetually emerging consumer requirements of convenience and ease of use of e-services. The achievement of substantial levels of consumer satisfaction remains a core objective of the Abu Dhabi e-government initiatives which necessitates positive individual user feedbackto ongoing developments fromits diverse multicultural population. Magro, in his 2012article on e-government argues that administrations are forced to react to the phenomenal increase in the adoption of technology by stakeholders. The arrays of social media platforms each providenetworking relationships, the establishment of online identities and the publication of content generated by users. Constructive utilization of social media platforms by the Abu Dhabi administration to promote e-government services has facilitated the process of informing individual users of the latest trends in the e-service sector (Caiyun, et al, 2016).Social media platforms offer the potential advantages of collaboration, participation, empowerment and time as a means of engaging individuals, giving them a voice and effectively integrating individual participation into the general paradigm of Abu Dhabi e-services and substantially increasing opportunities to demonstrate consumer satisfaction and contribute to increasing consumer self-confidence with e-services (Magro, 2012; Vetter, 2009). Through social media platforms there is freedom to publicly share insights, expectations and experiences regarding the quality of e-government services(Anwar, et al, 2016). Building awareness of the availability of e- services is at the core of the Abu Dhabi government’s social media activities (Goel, et al, 2012). Magro (2012) suggests that it behoves administrations to enable direct, immediate and meaningful online connections with stakeholders as a means of ensuring transparency and accessibility of e-services to all. Social media interactions serve as authentic and positive indicators of the transformation of Emirati society from deeply traditional to a contemporary society embracingtechnology-related concepts. To whatextentconsumer satisfaction has altered as a result of social media strategies is questionable. Magro (2012) claims that the impact of social media on e-governments is dependent on numerous factors, including social, cultural, organizational and the level of administration. This current research is intended to fill this gap in regionalthe literature by identifying specific factors contributing to levels of consumer satisfaction and by identifying the specific elements that require adjustment in order to increase consumer satisfaction levels with Abu Dhabi public administration services.

A Focus on Consumer Satisfaction

Abu Dhabi, as with other developed or developing administrations, gives primary consideration to stakeholders’ satisfaction with the quality of their public services. This concern for consumer satisfaction necessitates consistent updating and implementation of the emerging technologies utilized by the Abu Dhabi e-government. Ongoing investment in state-of-the-art technology is a conducive precondition to stakeholder engagement in evolving public decision-making processes and delivery (Caiyun, et al, 2016).This broad utilization of advanced technological strategies similarly illustrates the Abu Dhabi government’s dedication to employing innovative means to gain feedback from e-users via a range of accessible online and electronic interactions (Dahi&Ezziane, 2015). Customer satisfaction with e-government services warrants accurate measurement to enable further enhancement of e-government practices in Abu Dhabi (Jakupovic, et al, 2009). Abu Dhabi is the capital of the UAE and the second largest of the seven Emirateswith an estimated population of 9.68 million in 2019, an increase of just over a half a million in the past three years (worldpopulationreview.com). The demographics indicate that Abu Dhabi has had a growth rate of 5.6% between 2010 and 2016, with 20.4% of urban residents and 79.6%regional, which poses an additional burden on the administrationto deliver public services. Noting that the Abu Dhabi administration is responsible for conducting all government-related duties for the UAE in addition to governance of the largest Emirate. The 2016 statistics show that Abu Dhabi has a significantly larger male than female population;that there is a relatively largerpercentage of nationals,approximately 550,000 people; and that the vast majority of the population is under 40 years of age (Abu Dhabi Population 2019 Demographics). According to the Government.ae website the population doubled between 2005 and 2010 and expatriates account for in excess of 80% of a highlymulticultural population, consisting predominantly of other Arabic nationals, Indian, Asian and a relatively small European population all of whom rely on essential government services and interactions with administrative entities. Research indicates that the level of trust in e-government is the most significant motivator impacting stakeholder usage of e-services (Caiyun, et al, 2016). Equally, from a purely commercial perspective, meeting the requirements of corporate e-users is fundamental to achieving higher levels of participation and satisfaction. Customer satisfaction, in relation to the accuracy of e-service interactions, is based on the efficiency and precision of provided services and operations (Ellison &Hardey, 2013).This premise suggests that a positive impact emanates throughout diverse social levels as a result of demonstrating optimal behaviour patterns within recurring service processes. By examining current levels of e-government services, professionals in the sector are able to access relevant data concerning strategic business plans and diverse entities engaging in e-government services in Abu Dhabi (Caiyun, Zhiqiang, &Congyan, 2016) The concept of e-government has proved to be vast, particularly in consideration of the innumerable relationships between stakeholders, such as the Abu Dhabi government, private and corporate clients and individual citizens (Murad, 2010).Thus, the chief aim of e-government providers is to build positive relationships with their respective stakeholders, which will in turn contribute to synchronizing the roles of people, processes, and technology involved in the delivery of services (Dahi&Ezziane, 2015). The advantages of e-government for stakeholders can then clearly be observed in terms of quality, functionality, and ease of use of services. The Abu Dhabi administration has consistently prioritized empowering consumers and building optimal public sector management (Caiyun, Zhiqiang, &Congyan, 2016). Consumers consistently report that a strong relationship with the Abu Dhabi administration assists them in maintaining long-term satisfaction with e-government services. This research measures customer satisfaction with Abu Dhabi e-government services using the Common Measurement Tool (CMT). A range of tools, including the Canadian Common Measurement Tool of satisfaction, Europe's Information Society DG, American Customer Satisfaction Index, and the European Customer Satisfaction Index, have all been used to measure customer satisfaction with e-government services (Fitsilis, et al, 2010). The CMT was selected for this research as it was derived from a collective of the other measurement models and as it is widely considered the preferred model of public service providers to determine customer satisfaction levels.

The determinants of CMT considered in this research are Responsiveness, Reliability, Access of facilities , Communication, and Cost. These factors have been measured by previous studies identified in the literature review, which details research conducted internationally and therefore provides validity for the use of this tool. Previous studies include Schaupp, L. C. & Carter, L. (2005); Welch E.W., Hinnant, C.C., Moon, M.J. (2004);Tung, L.L. &Rieck, O. (2005);Lee, H., Choi, S. Y., & Kang, Y. S. (2009); Lee, K.C. & Chung, N. (2009);Batini,C., Cappiello, C.,Francalanci, C., & Maurino A. (2009); Yang, H.E., Wu, C.C., & Wang, K.C. (2009); Eid, M. (2011); Verdegem, P., &Verleye, G. (2009)); Yoon, C. (2010); Zavareh, F. B., Ariff, M. S., Jusoh, A., Zakuan, N., Bahari, A. Z., &Ashourian, M. (2012);Alawaneh, A., Al-Refai, H., &Batiha, K. (2013); Kabango, C. M., & Asa, A. R. (2015); Malik, B.H., Shuquin, C., Mastoi, A.G., Gul, N. & Gul, H..(2016); Taheri, F., &Mirghiasi, S.R. (2016).This significant body of research encompasses the above-mentioned five potential elements of e-satisfaction, with each factor connecting the technical, behavioural, and economic dimensions of customer satisfaction.

Aim and Objectives of the Study

The aim of this study is to provide a measured assessment of user satisfaction with e-government services in Abu Dhabi by detecting the specific factors influencing service users.

This aim is further divided into the following objectives:

To review the literature in order to examine the factors that influence consumer satisfaction with e-government services;

To use the CMT factors to assess the level of consumer satisfaction with Abu Dhabi e-government and related services;

To provide recommendations on possible improvements to e-government practices by the Abu Dhabi government in order to increase consumer satisfaction levels.

Through understanding the extent of user satisfaction with e-government services it becomes possible to develop more effective strategies to address current or future challenges affecting government and consumer relations (Celik&Kabakus, 2015). It is imperative to utilize objective means of evaluating levels of consumer satisfaction with the quality of e-government services currently being provided in Abu Dhabi. Considering the limited current information on the issue (Dahi&Ezziane, 2015), this current study aims to conduct anassessmentof levels of consumer satisfaction and to present definitive findings on them in relation to Abu Dhabi e-services. This study focuses on ascertaining measurements indicating the levels of satisfaction against five major dimensions previously identified as Responsiveness, Reliability, Access of facilities , Communication, and Cost (Strickland, Citizen-Centered Service Network, & Canadian Centre for Management Development, 1998). Appendix A lists the variables in each dimension. Given that all variables are not relevant to all e-services; the selection of variables used is based on the existing literature with the most significant variables of e-government satisfaction identified and included in the study. Further discussion of individual variables is provided in Chapter 2 of this thesis.

Significance of the Study

It is noted that an exploration of levels of consumer satisfaction in relation to e-government services has been conducted in most developed countries, however such investigations have not been prioritized in developing nations (Caiyun, et al, 2016). Limited data exists on consumer satisfaction levels with the quality of e-government services in Arab cultures, most specifically in the United Arab Emirates. A key significance of this study lies in the fact that it will contribute to the existing pool of independent research findings that currently exists on past or current consumer satisfaction levels with e-services in Abu Dhabi. This and ongoing research will open new perspectives for further assessment of consumer satisfaction with e-services (Rahim &Athmay, 2013).The results from this research will generate additional data to be used to make comparisons between Abu Dhabi e-servicesand those available in other countries (Murad, 2010). Ensuring a comparative approach to the analysis of the research is critical to the construction of valid arguments relating to customer satisfaction levels (Anwar, et al, 2016). It isanticipated that a detailed analysisof consumer satisfaction levels with Abu Dhabi e-services will inform on the initial goals of this research (Ndou, 2004). In combination with the findings of other regional research, such as Al Mansoori’s (2018) investigation into Emirati’s adoption of e-services,this analysis provides administrators with data to inform policies and maximize the potential of expensive infrastructure costs. Alketbi (2018) analyses the success factors of Dubai’s e-government initiatives and argues that internal, external, socio-economic, and ICT resources each play a role in the implementation of the Emirate’s e-government.

Scope of the Study

The scope of this study is to review and assess the factors contributing to consumer satisfaction with existing Abu Dhabi e-government services and to report on the three previously identified objectives of the study. The sample size of the study was determined according to a percentage of web-portal users of Abu Dhabi Smart Solutions & Services Authority onwww.abudhabi.ae, The focus of the data is the quantitative and qualitative measurement of the dimensions of the CMT Tool: Responsiveness, Reliability, Access of facilities, Communication, and Cost germane to Abu Dhabi’s e-government (Gilmore & D’Souza, 2006). According to Decma’s 2005 conference paper on the component of responsiveness of e-government in Slovenia, the element of responsiveness indicates how promptly public administrations respond to consumer engagementvia web pages or forumswhichexposes the extent to which stakeholders are empowered in their use of e-services. The Reliability aspect of e-government is a significant component in determining stakeholder trust and adoption of e-service initiatives. According to Belanger, F. Carter, L. (2008) the intention to engage with and the credibility of e-services is determined by both consumers’ trust in the internet and their trust in the government. Therefore, the degree of reliability of e-services is a key indicator of how successful the transition to e-government will be and the degree of consumer satisfaction. The Access of facilities component signifies to the level of approachability and ease with which e-services are provided to and accessed by stakeholders. It includes the aspects of convenience of accessibility to substantial components of administrative information by individual and corporate stakeholders (Murad, 2010), which elevates confidence and establishes agency in the process of social change thereby promoting the concept of e-government (Anwar, et al, 2016). According to Leist, E. & Smith, D. (2014) accessibilityand useability issues are major constraints in the adoption and engagement of a significant percentage of potential e-users, most particularly elderly stakeholders with age-related disabilities or limitations such a vision or fine motor skills who struggle to adapt to poorly developed interface options. The component of Communication in e-government signifies the necessity for services to be coherent, accurate and relevant to all stakeholders. Electronically provided information needs to be readily comprehensible to consumers in order to eliminate the risk of confusion or ambiguity. Ebrahim, Z. & Irani Z (2005) state that meticulousdesign and implementation of public sector information technology services has a profound capacity to enable improved decision making, establish competitive advantages through reducing confusion and providing transparency of the processes involved, thereby reducing barriers to communicative interaction between stakeholders and providers. The variable of Cost refers to three distinct aspects: the establishment costs associated with the infrastructure requirements of e-services; the value that consumers attribute to e-services; and the processes of billing or payments. Writing on the challenges of the adoption of e-services in the Kingdom of Saudi Arabia, Alshehri, M. & Drew, S. (2010) claim that globally, governments are motivated to implement e-services primarily to reduce costs and time in the delivery of public administration.

Alshehri, M. & Drew, S. (2010) write that e-government is about far more than automation of services, it is ultimately about radical changes in how administrations conduct and deliver public services. They argue that the use of IT has altered the structure; culture, values and methodology of the way administrations deliver public services. This research gives greater significance to the aspects of communication and cost due to their increased emphasis on digital service delivery. The combination of each of these elements contributes to strengthening consumer relationships with e-governance and to establishing levels of consumer satisfaction (Kolsaker& Lee-Kelley, 2008). It can thus be concluded that the scope of this current study is well defined and corresponds with the initial outlined objectives.

Chapter 2: LITERATURE REVIEW

Introduction to the Chapter

This literature review informs and analyses the existing body of knowledge and provides a theoretical frameworkfor research on core aspects of evaluating specific perceptions of user satisfaction with Abu Dhabi’s e-government services. With the increasing influence of technology on individual lives, it is vital to evaluate the role of technology in government services in the Gulf region. By outlining previous studies researchers are able togain a deeper understanding of the standards, approaches, models, and frameworks that are being utilized. This understanding is, in terms of user-satisfaction levels with the current Abu Dhabi government services, integrated with technology and the internet via assistance of international providers.

Transformation to e-Governance

In technologically advanced societies, there is a demand for governments to modernize in order to flourish and survive. As evidenced by the corporate sector, Information Technology has the potential to remodel and revolutionize the way businesses operate. If governments do not follow the growing technological advancements, they will become redundant as their constituents select alternate private sector services. With regard to services on which governments hold a monopoly, stakeholder frustration and dissatisfaction is inevitable. Sachan, A., Kumar, &R., Kumar R. (2018) argue that information technology is a critical factor in determining the adoption of e-services and consumer perceptions of the usefulness of service delivery and thus is ultimately a critical factor in determining consumer satisfaction with e-services.According to Gilbert, et.al. (2004) barriers to the acceptance and use of e-services are a lack of trust, concerns regarding the security of personal financial details, and the quality of information received. Their research indicates that administratorsneed to build trust-relationships with stakeholders by overcoming the barriers to acceptance through the provision of valid services coupled with the incentives of saving stakeholders’ time and money (Gilbert, D., Balestrini, P., Littleboy, D. (2004). Andreassen’s 1994 Norwegian study of customer satisfaction with public sector monopolies found that expectations and perceptions of service quality influenced customer satisfaction. He makes the point that users are unable to exit the relationship without relocating out of the jurisdiction or by appealing to the authorities to amend services or delivery (Andreassen, T.W. (1994). Since the 1980s computers and digital technology have become plentiful and a powerful advantage to the corporate environment due to the rapid advancements in technology. Between 2009 and 2019 technology has become infinitely more powerful, cheaper, compact and interactive (www.fournel.org)thus enabling dynamic growth and the ability to face challenges efficiently and effectively with reduced operating costs whilst maintaining quality of services that determines their success. In the public sector, technology has equally empowered government administrations as a result of their strategic use ofdigital information technology to provide a broadening range of administrative information and services to an increasingly demanding clientele. This rapid development has primarily been achieved through widely available access to connectivity allowing affordable use of the worldwide web and internet. E-governments have emerged as innovative, digital and authoritative (Barrenechea& Jenkins, 2014). Brogan, in the Britannica encyclopaedia defines “government” as “the political system by which a country or community is administered and regulated” (www.britannica.com). A cursory exploration of the roots of the word “government”, shows that it originally derived from the Latin word “gubernare” and from the old French word “governor”, which means “to rule or steer”. Similarly, the Greek word “kubernan”, which also means to steer or be immersed in monitoring significant aspects of citizen’s lives (www.etymonline.com). Analysis of definitions of e-governance in the literature revealed little consensus amongst scholars and researchers regarding the concepts and meanings used to define the term “e-governance”, although discussions and descriptions have included synonymous concepts and terms (Lindgren & Jansson, 2013). Online dictionaries define it as “the provision of government information and service by means of the internet and other computer resources” (www.dictionary.com; www.collinsdictionary.com), while on 11 November 2015 Kundu, S.C. explained that e-government is an abbreviation of electronic government which is made up of “digital interactions between government agencies (G2G, between government and citizens(G2C), and between government and employees (G2E), and between government and businesses/commerce (G2B)” (www.researchgate.net). The term “e-governance” is defined by Meijer (2015) as the use of new technologies to support the development of networked interactions between government organizations and citizens. Weill (2004) denoted e-governance, as information technology (IT) governance, whichis described as the framework used to provide decision making rights to citizens and ensuring them accountability of government such as to encourage desirable behavior in the use of public resources. Veenstra, et al (2011) claim e-governance to be the efforts of governments to create infrastructures that offers generic functionalities that can easily be used by citizens and enterprises. As purported by Milakovich (2012), e-governance has extensive potential for the improvement of ‘governmental processes’ by means of co-production by citizens. Governments in developing countries lag well behind governments in developed countries in undertaking the adoption of new technologies for the purpose of governance. (Meijer, 2015).

Dawes (2008) asserts that e-governance primarily concerns the use of ICT as a means of strengthening interactions between societal actors and citizens in order to collectively solve their problems. Meijer (2015, p.199) further expounded e-governance as “… about engaging citizens and stakeholders and letting them co-produce public services while e-government views citizens largely as a consumer of these services”. The concept of e-governance is typically related to the concept of e-government, which states that governments are obliged to offer all services to all stakeholders, such as government employees, citizens, policymakers, and information technology developers (Osman, et al, 2011). E-government, as defined by Jesse (2014, p.218), is a powerful medium that: “…can be exploited to deliver superior quality services to citizens and enterprises, reducing significantly the time of service delivery, enhancing effectiveness in terms of cost, increasing productivity and all the way, through these processes, improving the level of transparency and accountability. Thus, the use of information and communication technologies in public administrative entities supported by organizational change and new skills in order to improve public services, shape democratic practice and helps to strengthen support to public policies.” Common to all definitions analysed were three shared dimensions which defined e-governance as:

being a service;

being based in an electronic medium;

being a public, as opposed to a private service (Lindgren & Jansson, 2013).

Regardless of which of the above definitions or perspectivesare chosen, they differ only slightly in terms of applied concepts. The basic objective of e-governance is to position the user at the core of all public services via the use of information and communication technology (ICT), which has become fundamental to addressing modern governmental challenges relating to economic productivity, public service reform, and social justice (Goff, 2006). E-governance refers to the broader concept of government administration, one related to the complete range of relationships and networks in the government that assist in the application and use of the ICT. E-governance is further considered as the set of norms, behaviors, and processes which have an operational influence on the use of power, particularly in the sense of participation, openness, effectiveness, responsibilities, and consistency. Generally speaking, e-government is a narrower discipline, one which is concerned with the building and development of online services for citizens, and the provision of additional e-services, such as e-transportation, e-health, and e-tax (Riley, 2012). However, it is e-governance, as a wider concept, which assesses and defines the impact of technologies on the overall practice and administration of governments. In addition, it is e-governance that determines the nature of interactions between governments and the public and societies as a whole, such as working with diverse groups, non-profitorganizations, NGOs and private entities and elected bodies (ibid, 2012) UNESCO determines e-governance as the use of appropriate information and communication technology by governments (Palvia& Sharma, 2007). The purpose of its use is to improve information and service delivery sufficiently to encourage citizens to participate in the process of decision-makingas a means of increasing levels of government transparency, effectiveness, and accountability to the public. E-governance demands the inclusion of a new method of debating, a new style of leadership, new policies for decision-making, a new process of gaining education, a new mode of interacting with citizens, a new mode of investment, and a new process of organizing, delivering and managing public information and services. The broader definition of e-governance in comparison to e-government, results largely from its ability to introduce effective new methods of communication between the public and governments. E-government is limited to the introduction of new concepts designed to meet the administrative needs of, and responsibilities to, the public. According to the American political scientist, Kettle (2015) the purpose of e-governance is to enable, empower, and engage citizens and that it is utilized to describe the relationship between a government and its broader environments - social, political, and administrative. Kettle (2015) further claims that e-governance, is concerned with the internal operations of the government to simplify and improve the democratic, business, and government aspects of the governance. The government does not necessarily govern governance; there are other institutions, such as non-government organizations, private businesses, associations and NGOs that create collaborated governance. This collaboration can occur with or without government authority. Nye and Donahue (2000) defined e-governance as both the formal and informal processes and the institutions that guide and confine the shared activities and efforts of a group. This definition implies that e-governance is limited to the public sector, however clearly it involves the overseeing of policies in both public and private institutions. The notion of e-governance is further described by Backus (2001) as a collaborative and interactive instrument which facilitates interaction patterns between governments and businesses (G-B), governments and customers (G-C), and government to government (G-G) each as a means of advancing and streamlining the necessary structures within businesses and governments which culminate in governance.

Singh and Sharma (2009) argued that in the public sector, e-governance is related to the use of information and communication technology in multiple aspects of administration, such as improving the quality of services, the dissemination of information, decision making processes, as well as encouraging and involving citizen participation in responsible, effective, and transparent governance. The scope of E-governance includes government to customer (G2C) interactions, in terms of delivery of e-services to citizens; in the provision of electronic transactions from governments to businesses (G2B) necessary in the infinite endeavours of government-related infrastructure, and in the internal governmental administrations so as to provide enhanced efficiency, transparency, and effectiveness of interactions between departments of a regime (G2G) (Singh & Sharma, 2009).

Components of e-governance

According to Singh and Sharma (2009), e-governance includes multiple points of contact, including the construction and application of assessments and resolutions; leadership; securing funding and the management of resources, liabilities, and regulations. E-governance requires an infrastructure capable of managing inner agency systems, digital communication networks, and deliverance of e-services through the employment of skilled staff and secure reliable internet access. The anticipated product of e-governance is the accurate and effective delivery of government services to citizens, enhanced interactions patterns with industry and commerce, and empowerment of clients through the provision of access to information and services. The key benefits of well-developed e-governance are enhanced transparency, subjugated corruption, increased revenue, reduced expense of governmental processes. E-governance includes the necessary components that Singh and Sharma (2009)referred to as the processes and patterns of e-governance. The initial component of e-governance is an electronic engagement by clients with administrative bodies. Such engagement enables client participation in policymaking processes via enhanced digital networks which allows opportunities and access to policy initiatives through e-mail and other repository documents to designated officials (OECD, 2003). The second component of e-governance is electronic consultation between clients and public servants and between interest groups with shared goals or concerns. Such consultation allows significant interaction and development of opinions and client-initiated tactics and engagement in the decision-making process and the construction of principles (Fountain, 2003). The third component of e-governance is customized electronic control, of telematics and informatics through interconnection. This requires control of two aspects of the ICT development: software customization and hardware configuration. Each of these aspects is necessary to achieve maximum productivity and generate profits. Effective control of the ICT configuration requires an interconnection between a single system of telematics and informatics. Through the advancements in electronic technologies, the mindset and thinking patterns of clients towards social governance can be controlled. All the software in e-governance necessitates standardization for maximum jurisdiction (Pearlson, 2001). Similarly, all email accounts of employees require standardization of space for storage. The final component of e-governance relates to the use of networks to monitor and control social perspectives. In the current political era analysis of the distribution of power is prudent. Administrations and the distribution of power can be competing entities for governmental authority, both of which strive to expose each other’s weakness and indiscretions to constituents who are shielded from access to evidenced information. Mass media can now provide instantaneous information to stakeholders on all the infractions and provide broad public opinions(Cullen & Cushman, 2000). Despite e-governance being a muchbroader discipline than e-government, it is the aspects of e-Government in Abu Dhabi which is under review in this study. E-governance will be considered from the same perspective as e-government.

E-Government

According to Barrenechea and Jenkins (2014), e-government comprises the use of web based and mobile information and communication technologies to improve the working performance of governments in relation to delivering client services. It encompasses multiple technologies to provide multiple e-services, e-management, e-voting, e-democracy, and e-earning. The scope of E-government has moved beyond mere online services. It now includes a myriad of resources, information, evidence, agencies, and combined processes of electronic government. E-government implicates citizens and stakeholders experiencing improved service quality, improved efficiency, and improvedeffectiveness at reduced costs. Presently, e-governments are striving for amplified collaboration and coordination between stakeholders and departments to achieve a shift to a citizen-centric service with expanded effective e-government processes, policy domains, and sectors. The World Bank (2002) defined e-government as the utilization of technology to accomplish reform and improvements through the adoption of transparency, with exclusion of divides and distance, as a means to empower citizens’ engagement in the governmental processes affecting their lives. Such government agencies hold the capacity to transform the relationships between businesses, citizens and government entities through enhanced communications, greater efficiency and range of services provided resulting in restored stakeholder enfranchisement. According to Sharma and Gupta (2003), e-government is a broad term referencing the provision of the web-based services of the state, local agencies, and federal governments. In e-government it is the use of information and communication technology that supports the delivery of government functions involving constituent and client services. The interaction or communication between citizens and governments can include the exchange of information, the payment of services, and the filing of documentation (Sharma & Gupta, 2003). Similarly, according to the Organization for Economic Co-operation and Development (OECD) (2003), e-government is based on the use of information and communication technology, specifically the internet, as a means of attaining effective government. Burn and Robins (2003) expressed e-government as the information and communication technology and electronic media used for communication between governments, citizens, and businesses to make available improved government services and electronic transactions. The strategy of e-government is clearly to improve the accessibility, efficiency, and efficacy of public services (Chesher, et al, 2003). Governments worldwide utilize web pages containing significant information, announcements, services and data concerning relevant issues to stakeholders of their administrations and the general public. A vast range of transactional services is implemented via the web as a means of servicing stakeholders. The adoption of e-government has become an indisputably essential service to facilitate administrative operations, provide information exchanges and the services of governments. Given that the principle task of e-governments is to provide stakeholders with economical, efficient and timely information and increased access to public services. It is predictable that Atkinson and Castro (2008) affirm that e-governments necessitated efficient high-quality services, increased access to community facilities, and elevated levels of responsibility and transparency by providers.

Components of e-Government

Singh and Sharma (2009) assert that particular prerequisite components of e-governments are optimal operational order, and accessibility of resources. They further emphasize that e-governments require strong leadership and political sustenance with funding being provided according to drivers that determine the validity and accessibility of the service. The main stakeholders of governments are businesses, citizens, employees, ministries, agencies, departments, foreign shareholders, politicians, union representatives and public leaders. The principle component of e-government is the delivery of electronic services. The purpose of government interactions via the electronic media or technology includes to inform, to interrogate, to transact or to execute processes with citizens or clients. Opportunities exist for users of e-government services to access a broad range of personal, confidential, secure and even restricted information and government data. The costs relating to the storage and recovery of controlled and sensitive data has been prohibitive and presented logistical challenges concerning privacy. E-government has evolved sufficiently to achieve what Dawes and Préfonntaine(2003) describe as one-stop-shopping where users can approach bundled government-related information. A subsequent key component of e-government is electronic workflow. This refers to the infinite number of user-friendly templates designed and incorporated into the intranets of all e-government sites. Each government department or agency requires standardized transaction processes. Opportunities to promote administrative and departmental information processing and decision-making are established through the implementation of the business code for e-governments, however according to Golubchik et al (2003) the issues relating to confidentiality, privacy, and security present significant limitations. A further component of e-government is the issue of electronic voting. In all developed countries the issues surrounding privacy, security, and confidentiality are paramount. These issues present the greatest challenges for alldigital and technological interactions, however most particularly in the area of online voting. Participation in the process relies heavily on establishing elevated levels of trust and confidence in the security and integrity of the voting process. It is claimed that electronic voting cannot operate without the total confidence of maintenance of a fail-safe, secure and confidential process that engenders user confidence in the voting results (PUMA, 2002).

The final keycomponent of e-government is electronic productivity. The central objective or justification for the implementation of electronic government is the significant reduction in operating cost of administrations. The impact of governmental policies and directives are both visible and invisible to stakeholders. The gamut of government services is all pervasive: from providing law enforcement and community health services to national security, environmental protection and economic affluence, thus the impact of government business is experienced by individual, community, corporate and global audiences. Ultimately however the objective of providing extensive e-government service is economic (OECD, 2003).

Evolution to e-Government

Understanding the evolution of e-government is essential to understanding the process and procedures that have contributed to its current stage of development. Scholars hold controversial views in categorizing the evolutionary processes and stages experienced by e-governments, however the majority focus on describing those stages in the growth(Layne & Lee, 2001; Hiller &Bélanger, 2001; Ronaghan, 2002). The evolutionary approach to examining the stages of e-government development depicts e-government as starting from a simple web page integrating government systems behind a web interface. According to this approach, e-government simply developed stage by stage (Schelin, 2003). This approach distinguishes each phase by the levels of technological development, administrative change, and citizen orientation (Moon & Norris, 2005; Holden, Norris & Fletcher, 2003). Other empirical studies focus on governmental progresses in the evolution of e-government and delineate the shifts from national to local government (Moon, 2002; Norris, 2005; Edmiston, 2003). The following section describes and explains the evolution ofgovernment.

E-Government Stages

The model of stages of development of e-governments assists in articulating the evolutionary process involved (Layne & Lee, 2001; Hiller &Bélanger, 2001; Ronaghan, 2002). It is however essential to note that these stages are neither mutually progressive nor exclusive (Sandoval & Gil-García, 2005; Moon & Norris, 2005). Initiatives adopted by e-governments vary and,on the basis of these variations, government progress can be expressed. It must be noted that categorization of these variations in stages of government evolution need not give an accurate picture of the stage of development achieved, as it is technological sophistication and progress that delineates the enhanced stages.

Initial Presence

The initial stage of e-government development is the inception of any online presence of national, regional or local a government. This stage commences with the use of fixed, limited, individual government web pages. Web pages are not formally developed or centredon usage and are administered by single agencies of government. At this early stage, the government is only liable to provide to stakeholders’ static information on governmental agencies and services (Sandoval & Gil-García, 2005; Moon & Norris, 2005).

Extended Presence

In the extended stage of e-government growth, governments are responsible for the provision of dynamic and specialized information to the general public. As this information is continuously fluctuating and sites are perpetually requiring updating, there is an ongoing accountability to stakeholders to ensure that governments are providing accurate information (Gil-Garcia & Martinez-Moyano, 2005). Official government websites can possibly maintain links between governmental ministries, departments, secretaries and administrations and web pages. Similarly, governments can develop their own electronic email and search engines to more effectively interact with stakeholders.

Interactive Presence

At the interactive stage of e-government development, a national and orstate-wide portal is developed to offer stakeholders access to diverse agencies and services. The interaction between e-government users, which commenced at the initial stage in the model, has now evolved sufficiently to enable e-mail and forum communication. At this stage, stakeholders can access information according to their specific needs and interests. The introduction of secure access to government information, in the form of passwords, is introduced to protect against illegal or improper use (Gil-Garcia & Martinez-Moyano, 2005).

Transactional Presence

In the transactional phase of development of, e-governments, stakeholders are able to personalize their state-wide or national portal. This portal can then be used as a showcase containing information and services of specific interest. The focus in thedesign and access of a national portal is primarily on the ease of stakeholder’s use, not on governmental functions and structure. This portal provides access to all electronictransactions, such as payment of taxation, utilities and fines (Gil-Garcia & Martinez-Moyano, 2005).

Vertical Integration

In the vertical integration stage of e-government development, all departmental services are fully integrated. The integration can be virtual, physical or both elements developed simultaneously. The integration process is such that access is now linked to elevated levels of the system and to increased functions within the websites. This linkage effectively restructures administrative organization and processes (Gil-Garcia, 2005).

Horizontal Integration

According to Layne and Lee (2001), horizontal integration between governmental departments is primarily to enable stakeholders to access all governmental information and services using integrated technology. It is at this stage of evolution that organizational boundaries are reviewed with a view to constructing a more tailored and comprehensive vision of a full e-government service. It is essential to note that neither horizontal nor vertical integration necessarily occurs consecutively or jointly.

Totally Integrated Presence

In this totally integrated stage of e-government growth, departments and services are fully and completely integrated to the point of vertical or horizontal integration. The public now has access to innumerable services via a single portal, accessible using unique IDs and passwords. It is at this stage that all government services can be accessed and retrieved from single web pages and consolidated accounts can be settled. This stage can also be termed the transformational stage, as the physical and virtual transformation of organizational information, services and management is achieved. It is only at this stage that all institutional and administrative reforms and full engagement of available technology are employed (Grönlund, 2001). The above detailed explanation of the evolutionary stages of e-government provides a clear picture of how a government develops from one phase to another and how essential technological progress has been in that evolution. These stages demonstrate the possible variations in standards, procedures and rubrics between levels of government. The model of stages summarized above outlines an appropriate course of action for governments to achieve fully integrated e-government facilities (Layne & Lee 2001).There are clear and precise distinctions between the procedures necessary for national, state, and local e-government integration.

From National to Local E-Government

According to research, there are hypothetical trends in the evolution of e-government sophistication at each level of government. Figure 1 below indicates that there are distinct and linear levels of change between each tier of government. Research shows that national governments drive the development of provincial and local e-governments. The authentic structure of the graphed indicators in Figure 1 are variable and not necessarily linear, however empirical literature confirms that procedures and benchmarks for tiers of government endure. Existing literature, either explicitly or implicitly, indicates that a trend exists in the evolution of government initiatives, at the collective and individual level and that these initiatives flow from national governments, to state level, before reaching local government (Sterman, 2000; Holden, et al, 2003). This evolution is not exclusive to the United States, as other developed countries, such as New Zealand, show that local governments have commenced the process of developing e-governments (Cullen, O'Connor &Veritt, 2003). National governments have jurisdiction over a country’s financial resources, as a result of revenue collection and trade, as well as control of technical expertise, which has been shown to be essential to the ongoing development of e-government and the realization of a sophisticated e-government facility. Increasingly, provincial and local governments are striving to develop their e-government initiatives.

Cullen, O'Connor and Veritt (2003) state that in the United States, “local governments are obliged to follow the federal initiative; so these governments use and adopt all information technology from the national government”. As previously outlined, e-government development is reliant on the implementation of increasingly sophisticated information technology in order to achieve integration. Until the 2000s, local governments maintained their presence on the internet using websites operating at the initial stage of e-government evolution. It is of concern that since then local governments have failed to transition to more sophisticated interactive online services (Stephen, Norris & Fletcher, 2003). In both developed and developing countries there is a disproportionate rate of e-governments growth at distinct levels of government. In the United States, there is a clear disparity between federal, state, and local levels of e-government and their procedures (Moon & Norris, 2005; Feldman, 2000; Holden, et al, 2003).These inconsistencies in e-government transition are significant, stretching from administrations still in their initial stage of development, cataloguing information and establishing an initial web page for stakeholders, to others enjoying the fully transactional phase(Feldman &Rafaeli, 2002). Developed nations, such as Canada, Europe and the United States, compete in their quest to achieve the most sophisticated e-government facilities. It is noteworthy that this competition is not restricted to government portals or web pages, as it extends to entire government websites, including inter-agency and agency sites. Despite this aggressive development at a national level, there remains local level e-governments in their formative stages of development (Holden et al, 2003). Exceptions to this tendency exist in the cases of major cities and commercial hubs, such as government to business (G2B) and key cities offering superior e-government facilities (Gil-García& Luna-Reyes, 2003; Reddick, 2004). These anomalies indicate the presence of specific contexts, resources, and capabilities of their stakeholders, most specifically of the influence of business on the evolution of e-governments. This e-government dynamic is not exclusive and potentially works in a complex interplay. Hypothetical and assumed information can assist researchers in recognizing and comprehending the dynamic mechanisms of the evolutionary stages in e-governments development.

E-Government Evolution and Reframing the Political & Administrative Dilemma

In the current economic and political climate, great importance is given to the shared relationship between governments and stakeholders. The capacity and ability of a general populace to control a government differs between the tiers of national, state and local levels. Empirical literature on devolution and decent realization indicates that local and state or provincial governments have a greater level of responsiveness to the needs of their constituents and that they are potentially more accountable to their communities (Alawneh, et al, 2013). It can be concluded then that the system of procedures and standards which establish and govern the progress of e-government initiatives shift from the self-imposed, solution orientated goals of national governments, to the behavioural control orientation goals of local governments. This shift indicates that initiatives of e-government at the national level evolve towards the local level of government (Dai, et al, 2015). This theory denotes that, the decision-making power of government shifts from national administrators to their stakeholders, the general populace. It is argued in the literature that the degree of transfer from a self-imposed solution orientation to a controlled behavioural orientation is equivalent to the extent to which an administration is established and politically secure. At the initial stages of e-government development initiatives are governed, designed and imposed by public administrators and controlled at the national level. As development advances, individuals, businesses and other stakeholders seek input through representation over how e-government works, evolves, and its accountability (see Figure 2).

The ongoing developmental process of e-governments results in ever increasing technological sophistication and spiralling requisite user-demands. Whilst the importance of stakeholder contributions in the evolutionary process of development is valid, such user participation cannot control or diminishes the functionality of e-government facilities (La Porte, Demchak, &Friis, 2001; Gil-García, 2005). Despite the processes of reform, political and administrative initiatives and challenges do not always yield anticipated outcomes. Positive changes to e-government initiatives emerge as a combination of administrative authority, coupled with stakeholder realization of said initiatives. However, positive changes in e-government initiatives are not always achieved due to a lack of one or more prerequisites: unfeasible user demands, inadequate technological sophistication, and information asymmetry resulting from reduced administrative processes. The lack of these fundamentals jeopardizes effective e-government initiatives, which in turn impact user-needs for commercial and residential stakeholders, and policy makers (Alawneh, et al, 2013).

Challenges to Successful Implementation of E-government

According to Almarabeh and AbuAli (2010), the main aim of e-government initiatives is primarily to raise the overall performance of administration. Appropriate implementation of initiatives entails three key outcomes: to contribute to the effectiveness of available government services for the private sectors, to increase administrative efficiency; and to enhance stakeholder involvement in the decision-making process. Studies have revealed that globally a large number of e-government initiates have not been successful in terms of achieving their anticipated goals. It is widely acknowledged that failure to successfully implement e-government initiatives warrants further meticulous analyses in order to comprehend and conclude the source(s) of this failure. Globally, there is consensus concerning criteria for the projected successful completion and implementation of initiatives. On the other hand, the ability to unveil the potential for failure of e-government projects necessitates appreciation of what Almarabeh and AbuAli (2010) categorized as the financial, organizational and political challenges to successful e-government programs. The infrastructure and development challenges of e-governments are universal. Difficulties exist in establishing optimum structure, set-up and application with technological advancements and information and communication tools. Numerous undeveloped countries lack appropriate infrastructure, such as is mandatory for the deployment of e-government services throughout their constituency (Ndou, 2004). Public policy and legal restrictions pose additional delays and challenges. Government initiatives can only be implemented using a secure, reliable and adequate information and communication technology supply. The processes of government must inevitably meet policy and legal barriers; each requires clear definition and resolution. Guarantees at administrative, senate or parliamentary levels are required to ensure that laws are both up-to-date and recognizable as digital transactions and documents. It is crucial for policy makers to consider individual influences on the implementation of public policies and laws when initiating e-government facilities (Almarabeh&AbuAli, 2010). According to the OECD (2003), the digital divide is the initial challenge for successful e-government implementation. This is fundamentally the gap existing between those who are physically able to utilize an enriched approach to online services of e-government; and those constituents who lack access to a computer and or access to the internet due to either to a lack of finances, or a lack of resources or skills, and so they are unable to access the electronic administrative facilities and services of government. It is this gap which is causing an initial and significant challenge to the successful implementation of e-governments. Feng (2003) cited absence of access to the Internet or to computers as the greatest barriers to implementing e-government services. Thus, governments need to initially ensure secure internet access prior to the evolution of e-government initiatives. Collaboration and assistance between all private and public departments is paramount to the provision of an integrated e-government facility. This is a primary factor in the implementation of productive and successful e-government that processes the e-services (Alshehri& Drew, 2010). Ndou (2004) stresses that there is a need for governments to inspire and encourage all public and private sectors to position their efforts and skills in the implementation process of e-government. Stakeholder e-Literacy is an insufficient knowledge of experience of computers and technology by users. E-literacy is a barrier to e-government implementation. Rapid and dynamic technological advancements can divide stakeholders into those who possess functional information technology skills and those who lack sufficient knowledge and skills to utilize e-government facilities. Consideration to e-literate stakeholders has to be given in the design, implementation and education of users to ensure access to services. (Almarabeh&AbuAli, 2010). According to the Almarabeh and AbuAli (2010), accessibility of e-government services is a challenge to minority groups within a society. Handicapped users, such as the hearing and sight impaired, equally require access to services using modified design. By necessity, successful e-government implementationrequires the provision of services to all stakeholders and thus consideration needs to be given in the design and implementation phases. E-governments are required to accommodate user demand for implicit confidence and trust in the security and confidentiality of their services. Successful implementation necessitates the establishment and maintenance of stakeholder’s confidence. According to Layane and Lee (2001), the most critical challenge facing e-government facilities and the most crucial barrier preventing successful implementation of e-government programs is user apprehensions over confidentiality and privacy issues. This issue is universal to all e-government initiatives in both developed and developing nations. Governments have access to highly sensitive and personal information of citizens, business and agencies; and thus, bear sole responsibility for the protection of all shared personal data. Seifert and Bonham (2003) highlight the sole responsibility of e-governments to protect personal information and ensure no breach in privacy occurs in order to defend against the major, and likely insurmountable, challenge to e-governments.

According to Muhammad (2014), there is a necessity to identify the factors both aiding or inhibiting the successful implementation of e-government initiatives. Previous studies have concluded conflicting factors contributing to the success and failure of e-government implementations (Jaeger & Thompson, 2003; Al-Tameem, et al, 2006; Kumar, et al, 2007; Al-Moalla& Li, 2010; Aichholzer&Schmutzer, 2000; Heeks, 2003). Within the social framework of an e-government facility, the major concern is stakeholder awareness of the initiative and the potential for use. Successful e-governments require both awareness and an attitude of acceptance by users. Without knowledge of the facilities by a broad sector of the population, there can be only restricted use of thee-government facilities and stakeholders, including administrations, fail to achieve either advantages or benefits of the services (AlOmari, 2006; Reffat, 2003). According to Morris and Venkatesh (2000), the sector of a population least likely to avail of government e-services is older stakeholders. The reasons for poor participation by older users include a lack of trust in the security of the electronic and financial facilities and a lack of technological skills, knowledge and confidence in using the technology. Successful implementation of e-government services necessitates government support for this population sector to ensure that they gain IT awareness and receive assistance with accessing websites and portals. Fang (2002) suggests that adequately addressing these concerns cannot only overcome the failure of e-servicesbut can also escalate stakeholder usage of e-government services. An increase in citizens participation in e-governments can be achieved by embracing innovative communication and media channels. Movement towards increased awareness can take the form of newsletters, emails, newspaper advertisements, seminars, workshops, media services, banners, posters and more. In terms of results, such campaigns can significantly boost stakeholder awareness and participation in the use of e-government services (Choudrie, et al, 2005). An additional key concern regarding the social framework of e-government is maintaining a focus on stakeholder perspectives of e-government initiatives. According to Undheim and Blakemore (2007), in order to influence the attitudes, beliefs, needs, experiences, desires and behaviours of stakeholders, there is a clear need for administrations to focus on discovering the most influential factors in changing user perceptions of government e-services. E-government’s clear focus on appreciating stakeholder expectations of e-services can ensure provision of anticipated market services. According to AlShehry et al (2006), governments benefit from maintaining a focus on the provision of simple, e-services, which can easily be accessed by stakeholders. Additionally, he suggests that stakeholders most benefit from access to simplified e-government facilities. It is acknowledged that e-government facilities need to maintain their focus on stakeholder expectations and requirements; and that the delivery of those anticipated services can be made according to the needs of stakeholders. A study conducted by the Misra (2007)advocates the significance of e-government facilities sharing knowledge as a means of promoting the phenomena. He posits the notion of “citizen-centric administrations" which provide users with focused strategies of accountability, transparency, result-orientated services, citizen focused decisions making and user group access and freedom of speech as means of maintaining the focus of e-government implementation on stakeholders rather than policy makers. Training consumers to use e-government facilities is an additional core element essential to the successful implementation of initiatives. This training operates as a strategy in overcoming potential challenges and issues of stakeholder usage and participation in e-government services. The complexity of training stakeholders in e-services usage necessitates the production of appropriate seminars and workshops, which can be a time-consuming and protracted undertaking. In the majority of countries implementing e-government facilities, much of the population lacks adequate knowledge of, or exposure to, technology. To overcome this critical issue, it is essential that e-service providers offer constituents workshops and seminars where this critical lack can be rectified through basic training and education opportunities on computer and technology usage (Bhat & Agarwal, 2011). Researchers have examined demographic characteristics as a means of identifying factors that contribute to an absence or lack of knowledge and experience with computers. Analyzing stakeholders by gender, age, socioeconomics, education and technology opportunities and skill levels to understand the phenomenon. (Im & Seo, 2005; Mossberger, et al, 2003). Political factors significantly contribute to the success or failure of e-government initiatives. Government support is the primary requirement of successful e-government implementation as it is policy makers and administrators who plan for and support initiatives through higher government authorities. Continuous cooperation, communication, and collaboration between administrations and e-government initiative providers are essential to ongoing successful implementation of e-governments (Chen & Gant, 2001). According to WeerakkodyandDhillon(2008),higher government authorities need to have considered all detailed aspects of projects, including costs, timeline, objectives, precedence and anticipated benefits of digital e-government initiatives to protect the smooth and successful implementation of e-government projects.

Political leadership is the secondary element of political significance impacting e-government ventures. Murphy (1996) describes leaders as those who lead a project, face the challenges, resolve the problems and jump the hurdles that arise in the course of projects. Leaders are responsible for meeting deadlines, managing expenses and adhering to budgets. Leaders of e-government services are responsible for the successful implementation of projects largely through their combined attitudes, behaviours and skills. Researchers have found components of leadership to be a significant and powerful force in directing the implementation of fruitful and effective e-government initiatives (Elnaghi, et al, 2007; Heeks&Stanforth, 2007; Jaeger & Thompson, 2003). Human resources are a key factor in the organizational framework of effective e-government service delivery. Research indicates that key factors behind failure of information and communication technology applications in the government sector, including e-government services, are mismanagement, lack of motivation, deficient skills, and negative attitudes (Biscon& Gutek, 1984; Curely&Gremillion, 1983). According to a study by Sreekumar (2002), fragmented relationships between administration’s citizens and its agencies are responsible for the failure of e-government initiatives. A loss of trust or face by stakeholders reduces their engagement with e-government initiatives. Overcoming this disengagement is paramount to successful implementation of e-government services. The employment of capable, trained, motivated and performance-orientated personnel for projects maximizes their success. The selection, induction and appraisal processes for employees must be inclusive of all relevant facets of the employment and project roles and incorporate technology and information aspects; assessment criteria and incorporate project management qualities.

2.7.1 Evolution of E-Governance

In the literature, “IT” is a term repeatedly used to refer to the application of communication and computing technologies in personal, corporate, industrial and governmental sectors alike. The rapid growth of the World Wide Web (www) since the mid-1990s has resulted in corresponding dynamic developments in the field of IT and all related e-fields. The perpetually escalating demand for internet-based services have been generated to meet the spirally demand for more sophisticated and interactive internet-based services (Joseph & Lunt, 2006). Challenges experienced by the traditional model of e-governments inspired the inclusion of e-Commerce principles to the delivery of e-services subsequent to their successful implementation in the private sector (Neeli, 2014). The traditional model of government or governance (terms used interchangeably here) faced challenges pertaining to a power hierarchy resting centrally in the office of fiscal affairs, the mayor’s office, or at times the council office (ibid, 2014). Governments make autocratic backroom decisions affecting and disempowering citizens. The consequences of delays, hierarchical administrative processes, human errors, and similar organizational problems resulted in a severely diminished relationship between citizens and governments (ibid, 2014). In an attempt to repair damaged relationships between governments and their constituents, consideration was given to stimulating citizen participation in e-government activities as a means of building trust. Extensive research shows that through offering citizens ownership of regional and community problems and through providing opportunities for stakeholders to give suggestions and feedback regarding government initiatives trust and bonds between governments and the citizens can be re-established (Rao, 2011). The arrival of the widespread inclusion of technology in daily life altered social structures forever. Initially, technology revolutionized the private sector and enhanced business activities before becoming the lifeline for government activities. Federal, State, and local governments all recognized the shift individuals, corporations and communities were making towards technology and made the decision to join the digital movement and incorporate the world wide web as a means of better serving their stakeholders, who they came to view as their customers (ibid). According to popular opinion, “the customer is always right”; a maxim that e-governments may now need to adopt. Bannister and Wilson (2011) posited that technology has been the catalyst behind the transition of government roles in society. They argue that the shift from traditional, macro level control to the current model of tightly intertwined, micro level control results in long-term negative implications for individuals and societies. In contrast, Islam & Ahmed (2007) suggest that e-government evolution has enriched the relationship between governments and their constituents by increasing citizen empowerment through increased transparency and access to information and governments adopting the role of negotiator. The core concepts and techniques used by governments to move services online were first adopted by advanced western nations. President Clinton’s administration (1993-2001) in the US aimed at reinventing government, a model that was further developed by the Bush administration (2001-2009). Similarly, in Britain, the use of ICTas a managerial tool fist emerged during Tony Blair’s administration (1997 – 2007) where the concept of “joined-up government” was coined (Sung,etal, 2009). Islam and Ahmed (2007) define e-governance evolution as a six-paradigm process. Nicholas Henry (1975) had previously closely examined five of those theories in his 1975 masterpiece text “The Public Administration and Public Affairs”. The addition of the sixth paradigm explains the evolution of governance to the digital era.

A concise overview of each paradigm briefly illustrates the evolution in the process of administration in terms of focus: The first paradigm describes the dichotomy between politics and administration, which existed from 1900 to 1926. Governance during this era was viewed purely and simply from the perspective of either politics or administration. The second paradigm, between 1927 and 1937, examined the discreet principles of administration. This paradigm placed high value on knowledge and expertise of public administrators. The third paradigm, operating between 1950 and 1970, significantly shifted its focus to consider public administration as a form of political science. During this period, the emphasis shifted away from publicfunding and focused on political input and control. The fourth paradigm, from 1956 to 1970, determined the management of public affairs by viewing public administration as an administrative science. During this period the concepts of public interest and public affairs were adopted and the dilemma of public versus private organization was created. The fifth paradigm, which commenced from 1970 through to an undefined date, focused on public administration as public affairs. This period explored organizational and public behaviours and decision-making and saw and eruption in the development of public policy and measurement of policy productivity. The sixth paradigm, commenced in 1995 and continues to date, was included by Islam and Ahmed (2011) to reflect the radically new approach to public administration as a result of the introduction and growth of e-Governance. This paradigm shows a significant shift from administrative control to user participation and input. The consistent growth of ICT over the past two decades and more has deeply infused government institutions and organizations in both developed and developing countries (Demczuk&Pawlowska, 2006). ICT has rapidly become the lifeblood of governments as they are now able to efficiently and effectively analyse, store, and retrieve information (Islam & Ahmed, 2011). This reform of government administration and the subsequent improvement in the provision of public services to stakeholders has long been acknowledged as a foremost criterion in the global development driving the growth of e-Governance (Mahbob, etal, 2011). Acknowledgement of the significance and value of e-governance is universal. Globally, in both developed and developing countries, administrations, corporations, individuals and non-governmental organizations (NGOs) have adopted e-governance (ibid). In addition to the growing acceptance of e-governance by stakeholders, new policy formulation models, new citizenship forms, new power and relationship patters, new economic development options have each embraced new ways of e-governance adoption (Islam & Ahmed, 2011). The Economist (2000) proclaims that "after revolutionizing innovations such as e-Commerce and e-Business, e-Government is the next big revolution". Over time, e-Governance has proven itself to be a highly transparent form of governance able to offer rapid dissemination of information and provide a complete upgrade in public administration services. This transformation has resulted insignificantly and improved relationships between governments and their citizens. In the corporate world, this is labelled enhanced customer satisfaction. According to Backus (2001), in e-governance, as per the model below in Figure 3, interaction is primarily between three stakeholders: citizens, businesses, and government. External participants are chiefly businesses, citizens, and interest groups, whilst, government departments and agencies make up the internal participants. Electronic commerce utilizes abbreviations to label interaction patterns between participating groups. B2C indicates business to customer interactions, whilst B2B designates business-to-business interactions. The primary interactions in e-governanceareG2G, referring to government-to-government exchanges; G2B to depict government to business dealings; and G2C to identify government to citizen interfaces.

Amongst many other archetypes, The Gartner Group presented a four-phase Open Government Maturity model of e-governance as a means of positioning the evolution of project. E-governance in its initial phase is solely based on the provision of basic, static, and online information. However, over time innovations need to be introduced to include tools that allow access to multifaceted services. In terms of service, delivery cost can be an even more important factor for administrations than meeting the demand for the provision of increased public services. As a result, governments respond to public demand in order to initiate delivery of services. The Gartner Group presented their four phases model as a means of identifying the stages through which governments pass to achieve maturity (Backus, 2001). The four phases of the Open Government Maturity Model are information, interaction, transaction, and transformation. At each phase, additional forms of e-government services are included in the project. It is not essential that every tier of government pass through all four phases of the model; with some administrations remaining in the initial phases of e-governance (Backus, 2001). The Gartner Group (2000) presented these phases as a well-defined timeline showing the evolution of e-governance (Baum &Maio, 2000). In the early 1990s, e-governance was in its infant phase of “web presence” providing only basic, static, online information. By the mid-1990s, e-governance had evolved to the second phase of two-way interaction and communication between the authorities and stakeholders through the introduction of tools enabling downloading of documents, search engines and email via websites. The third phase of the model increases in complexity allowing access to government services from remote locations. This transaction phase is currently the level of evolution for many e-governance projects. The fourth phase of the model heralds the transformational period in the project. In the transformational phase, stakeholders can access all e-services from one single platform. To achieve this phase and to attain total implementation of e-government services, a change in internal responsibilities and goals and G2G processes and services need to be affected (Backus, 2001).

Customer Perceptions

Ndubisi, Nataraajan, and Lai(2014)suggest that customer perception is a marketing concept involvingconsumers’ levels of understanding and awareness of an organization’s products or services. This perception is typically formed through exposure to advertisements, reviews, public relations, social media, personal experience, and other relevant factors. It is widely held by marketing gurus that the objective of a marketingstrategyis to support an organization’s ability to both grasp the attention of consumers and to build awareness of their products or services on a wide scale through the identification and highlighting of the strengths and benefits of products and services (Varadarajan, R., (2010). Xiao et al (2016) make the point that perception is not only associated with commerce, it similarly impacts all aspects of life and is therefore an important consideration for anyone interested in formulating a positive image of themselves or their organization to their target market. Ali, Alam, Ali(2015) affirmed that perception is formulated through the marketing process, a core aspect of which is consumer exposure to targeted products and services. Long, et al(2013) determined that perception is the process by which customers select, organize, and interpret information about specific products and services offered in a marketing campaign which is designed to raise client knowledge and awareness of targeted products and services. Perception can be viewed as the result of clients’ broad appreciation of an organizations products and services. According to Ndubisi et al(2014), perception is a part of the procedural phase of consumer decision-making, which determines if customer demands and needs are met. An example would be the complicated decision-making process for new consumers when selecting from a wide range of fast-moving goods and services. In contrast, when selecting a familiar product, consumer loyalty leads to a direct selection of the trusted product based on the consumer’s perception. According to the Moghimi & Jusan(2015) study, perception is broadly based on three elements: exposure, attention, and interpretation. These elements are correlated with four discreet stages: receiving information from external sources; adapting information; organizing the information; and the interpretation of the information in order to form a perception. The process resulting in perceptions commences with marketing incentives where consumers are exposed to appealing information on products and services being promoted. A diverse range of information is provided, including the brand name, attributes, design, features and significance of the product or services, which could influence consumer decisions Yee and Yazdanifard(2014). Yee and Yazdanifard(2014) concluded that following this phase; consumers formulate their perceptions about the targeted product or services. This perception now incorporates the needs, expectations, and experiences concerning this or similar products previously used by the consumer. In this second phase, marketing campaigns are designed to assist customers in understanding the scope and support being offered to them by the marketers. The third phase of marketing campaign focuses on determining consumer perceptions of targeted products and services through identifying the process of consumer organization and comprehension of presented information. Xiao et al(2016) purport that the fourth phase of a marketing campaign involves consumer interpretation of information, which is founded on the impact of the three initial phases of the campaign. Following the selection and organizing phases individuals formulate their perception concerning the product or services being marketed. Typically, these perceptions are deep-seated and potentially build a loyal customer link to support the revenue streams of an organization. The ultimate purpose of the marketing process is to increase corporate activity and profitability through influencing consumer behaviour. In order to achieve this, marketers need to first gain the attention of consumers and then influence their perception sufficiently to build consumer loyalty. It is therefore important that corporate leaders understand the theoretical and conceptual contexts behind the formulation of consumer perception(Yee & Yazdanifard, 2014). Moghimi and Jusan(2015) observed that perception is not limited to commerce, but it affects all facets of life, most particularly with the emergence of the regular routine and widespread use of technology. In the current economic and technologically advanced environment, there is a strong motivation for institutions to appoint a marketing head to handle customer perceptions and to formulate long-term, advantageous opinions of their products and services. Yee and Yazdanifard (2014) argue that the impact of Internet access has not only dominated the corporate world, it has also increasingly influenced government institutions and services in informing and engaging their stakeholders. Whilst this interaction with stakeholders is convenient for governments as a means of communicating local, regional and national administrative strategies and initiatives, similarly, can expose administrative shortcomings in the planning and execution of projects. It has been acknowledged that Abu Dhabi government officials have been successful in installing and upgrading a stakeholder-focused IT framework which enables government welfare initiatives to be understood by its citizens (Long, et al, 2013). The approach adopted by the Abu Dhabi administration has led to stakeholders formulating a positive perception of the implemented regional strategies and approaches. Chiravuri& Abdul (2016) state that it is essential for government authorities to consider the positive and negative implications of upgrading an IT framework due to the impact those upgrades will have on stakeholders’ perceptions and behaviours.

Theoretical Background on Customer Perception towards e-governance

Previously studies have investigated and explored the components and factors contributing to the challenges of e-governance. These issues primarily concern user accessibility; user trust; functionality and interoperability of technology; website quality and information and communication technology usage by governments (Al Shibly&Tadros, 2010; Kolsaker& Liz, 2008; Christensen &Laegreid, 2010; Venkatesh, Morris, Davis & Davis, 2003). Previous studies have predominantly either been based on an in-depth study of existing models, such as SERVQUAL, and TAM (Technology acceptance model), or have been used for the modification of existing models of e-governance by recognizing the impact of individual components such as trust, functionality, awareness, ease of use, e-services available on e-governance. There has been little research on the influence of demographics on the perceptions or attitudes of stakeholders towards the adoption of e-government services (Al Athmay, 2013). According to Al Shibly&Tadros (2010), previous studies have largely been based in industrialized and developed countries, however limited research has been conducted on electronic governments in developing countries. Numerous researchers have conducted studies on e-government user attitudes and their levels of acceptance of innovative e-services related to information systems (Venkatesh, Morris, Davis & Davis, 2003; Agrawal, Shah, Wadhwa, 2007; Al Shibly&Tadros, 2010). Al Shibly&Tadros (2010) have suggested that stakeholders accept and adopt e-government services according to their perception of two key factors: the quality of services provided and the ease of use of online services. According to Venkatesh et al (2003), stakeholders who perceive these two factors positively and view e-services as useful and convenient utilize more e-services. Additional factors determining user attitudes and behavioural patterns and intentions towards e-government services include social inspirations, expectations of efforts, and enabling situations. In Saudi Arabia, it was determined that the factors directly affecting-service user behaviour and perceptions were the website appearance, accessibility, required user effort to understand the technology, and the performance of the e-services (Al Athmay, 2013). A study, carried out by Lin et al (2011), investigated attitudes and perceptions of stakeholders adopting e-government services in Gambia. The study revealed that the factors that had a crucial and significant impact on the adoption of e-government services was the quality of information, user attitudes at the time of use, user perception on the ease of use, and user objectives. Al-Adawiet al (2005) studied users’ perceptions of e-government services according to their primary form of interaction with the services and the influencing factors on behaviours and usage. Their findings revealed that the major factor influencing user perception is the trust level users have in the e-government services. Higher levels of trust led to greater usage of e-services. Agrawal, Shah& Wadhwa (2007) explored e-government ratings as per user assessment of online e-government services. The research concluded that quality; reliability and resourcefulness are the vital factors influencing user’s participation. Gilmore & D’Souza (2006) investigated stakeholder perceptions of the quality of e-government services in India. Researchers conducted interviews with thirty consumers of e-governance services and found that users considered that the most influential factors on the quality of e-governance services were: reliability of services, website design, stakeholder requirements, access to information, simplicity and ease of use, and provider understanding of services.

Al Athmay, (2013) stated that previously conducted research shows that the demographic characteristics of individual users play a vital role in their perceptions and attitudes of e-government services. Such characteristics influence the adoption rate of technology to access e-government services. Demographic characteristics of age, gender, employment, and education all impact stakeholder perceptions of e-government services. E-government, as a relatively new concept and an emerging market, has largely been researched from the perspective of the organization and the technology. In order to fully understand this rapidly developing phenomena in public administration, there is a need to examine e-governments from the perspective of stakeholders and their expectations and requirements of both services and technology. The 2005 Choudrie& Dwivedi study suggests that adoption of e-government services is prejudiced by not only technical and organizational factors, but also by the demographics of age, gender, education and socio-economic factors impacting stakeholders’ adoption of e-government services. A study conducted by Rhee & Kim (2004) in South Korea explored the socio-demographics of 100 stakeholders to find links between demographics and e-government usage and perceptions. Findings revealed that users were significantly influenced by both demographic factors and by the influence of their social support networks. Sing, Gurmeet, Pathak &Rafia (2010) conducted a parallel research in Fiji, Ethiopia and India seeking perceptions of the potential of e-government initiatives to reduce corruption and exploitation. The research was carried out on stakeholder perceptions of their governments’ capacity to initiate services that are free from manipulation and dishonesty. Results showed that stakeholders in each country not only trusted that e-services were free of corruption, but also that they saw delivery of e-services as a contributor to positive and improved relations between the provider and the users. The extensive UK study on stakeholder perceptions of e-government servicesby Kolsaker& Liz (2008) found that participant interest in e-government was relatively low, however there was a perception by both users and non-users that there is value in the services, however not as a useful means of engagement. Findings indicate satisfaction with having access to information and communication tools; the user-friendly and personalized features of services and that frequent usage showed greater satisfaction with the e-services. The findings of Al Athmay’s 2013 study of stakeholder perspectives of transparency and satisfaction with e-government services in Arab countries indicated a strong link between demographics and usage. The older generation was less active in the use of e-services than their younger counterparts who accessed significantly more e-services and who were more open in their e-government interactions. In contrast, the older generation of users indicated a higher level of satisfaction with the delivery of e-services, despite accessing fewer e-services.

Customer Satisfaction

According to researchers, customer satisfaction in the service sector is the basis of continued growth, brand loyalty and profitability. Gustafsson, Johnson &Roos (2006) defined customer satisfaction as the level of satisfaction customers have with a company’s products and services over a period of time, leading to durable customer loyalty. Angelova&Zekiri (2011) claim that delivering high quality services underpins sustainable growthand that organizations need to recognize thisphenomenon in order to thrive and expand. Customer satisfaction with e-government services, as with other service industries, is dependent on both tangible and intangible factors. Tangible aspects of e-government include the physical website and its features, software, communications and personnel; whilst intangible factors are reliability, accuracy, responsiveness, credibility and empathy of the services (Parasaruman, et al, 1988). According to Islam & Ahmed (2007) the quality of tangible and intangible features needs to be considered in relation to each type of e-government service offered: government to citizens services (G2C); government to business (G2B); government to government (G2G) and intra-government. Kuo, Wu & Deng (2009) suggest that customer satisfaction needs to be evaluated from two distinct but complementary perspectives: transaction-specific and cumulative-perspective. Transaction-specific customer satisfaction measures the level of satisfaction derived from a customer’s experiences, encounters to a transaction that is derived from their psychological reaction on a specific occasion or over time. In contrast, cumulative satisfaction indicators evaluate overall customer expectations in dynamic continuous service environments. It takes into account entire transaction and consumption experiences of all participants over a period of time and shows future intentions regarding future consumer behaviours and decisions. Consideration of both transactional and cumulative satisfaction indicators with e-government services act as gauges of how effectively e-services have been integrated and are providing stakeholders with valued quality facilities. Parasuraman, Zeithaml& Berry (1988) argued that the cumulative perspective of measuring customer satisfaction has the capability of evaluating current performance in terms of service provided and predicting post-purchasebehaviours. The concept of customer satisfaction with e-government services is a new but rapidly growing area of research. According to The World Research Report ESOMAR (2013), research into customer satisfaction represents approximately 7 per cent of all market research and is utilizing innovative methodologies to measure results. According to Poynter (2013) prior to the 1980s, customer satisfaction was gauged by informal staff enquiries at the point of sale. The corporate focus was on the quality of products and services, rather than on the consumer experience. During the 1980s the competitiveness of the marketplace increased due to the introduction of new markets, the emergence of new brands and the diversification of product ranges. Simultaneously this trend resulted in the rapid growth of businesses that resorted to innovative management and marketing strategies in order to maintain market share. Customer satisfaction strategies were introduced as a means of increasing profitability and customer loyalty. Despite this being prior to the widespread presence of computer technology, these customer service initiatives included broad sample groups as a means measuring consumer satisfaction. Whilst paper-based surveys were expensive and time-consuming, this was reduced with the introduction of scanners to conduct and measure survey results (Poynter, 2013). In the 1990s the customer relations’ management (CRM) tool was developed as a means of measuring customer service, along with the increased ease and use of electronic data collection. The relatively inexpensive and efficient use of internet, mail and fax surveys and computer assisted telephone interview (CATI) methodologies were developed. These marketing research tools gave greater focus to individual consumer perspectives and allowed increased sample sizes to better measure customer satisfaction. From 2002, online and mobile surveys became prevalent and allowed inexpensive access to larger and global consumer groups, although during this period both face-to-face and paper-based interviews were still employed. Poynter (2013) found that consumers reported a lack of interest in customer surveys and that researchers experienced the process as slow, expensive and unreliable. Poynter (2013) reported that market researchers have successfully continued to develop technology-based research methodologies as a means of gaining access to objective data from larger and more diverse consumer groups. He forecast that the evolution in data collection techniques over the past forty years will continue.

Research consistently shows the positive impact of customer satisfaction on customer loyalty and the growth of an organization. Singh and Pattanayak’s 2014 study found that of customer satisfaction is the biggest indicator of customer loyalty and return business activity. The study conducted by Singh (2006) drew the conclusion that organizations that provided high levels of customer satisfaction through the provision of quality products and services attained optimum corporate growth. Bagdoniene&Hopeniene’s 2005 research found that emotional attachment to a product or service led to increased customer loyalty and promoted both the company name and profits. Customer satisfaction has far-reaching benefits for all stakeholders. In 2002, Vavra’s determined that customer satisfaction with a company’s services is a powerful index by which their quality can be measured, and that customer feedback is vital in strengthening relationships and identifying opportunities for growth. In sharp contrast, Singh (2006) identified that dissatisfied customers are more inclined to share their negative transactions with other consumers than with the service provider, thus leading to an increase in negative perceptions and decreased company reputation and reduced trust in their services. It is claimed that negative feedback proliferates at a much greater rate than positive consumer responses. A 2008 study found that high levels of customer satisfaction helped to not only improve company morale and achievements, but contributed to profitability (Bakanauskas&Pileliene, 2008) Griboroudis&Siskos (2010) claimed that evaluation of customer satisfaction is paramount in providing reliable and direct feedback to an organization on the strengths and weaknesses of its service delivery. This feedback allows assessment and modification of corporate strategies designed to maximize customer satisfaction. Hill et al found in their 2007 study that organizations with levels of customer satisfaction achieved desirable rates of growth and profitability in a shorter period of time, whilst experiencing increased confidence in their productivity and service provision. The level of staff satisfaction within an organization has a tangible impact on its level of customer satisfaction, through improved service delivery and communication skills (Bagdoniene&Hopeniene (2005). Increased sustainable profitability of an organization drives its commitment to developing consumer satisfaction and loyalty. This notion was supported by Hallowell’s (1996) research into major American retail banks which identified a positive and dynamic relationship between levels of customer satisfaction, customer loyalty and corporate profitability. Consistency, consistency and consistency were dubbed the three Cs of customer satisfaction by the marketing giant, McKinsey & Company. They claim that consistency over an extended period is the most essential component in “sustaining an audience”. This notion is verified by song writer and musician, Bruce Springsteen’s who is quoted as saying that getting and sustaining his audience was challenging and demanded a consistency of purpose and action over an extended period in order to maintain his fan’s entertainment experiences. McKinsey claim that consistency of service is an essential component, regardless of the service or industry. (https://www.mckinsey.com/industries/retail/our-insights/the-three-cs-of-customer-satisfaction-consistency-consistench-consistency). Whilst companies routinely strive to deliver best practices, ironically, they rarely consider consistency as a powerful consideration in building consumer loyalty and strengthening relationships. Whilst service providers focus on the process and logistics of delivering their products and services, consumers are concerned with their need for emotional consistency; they need to feel valued and to be able to trust their provider. In return, they offer their loyalty and patronage. A company’s ability to maintain this highly valued emotional consistency relies on their ability to be open and reliable in their communication, with stakeholders, which ultimately reflects their level of consistency in consumer activity and profitability. According to Polido, Stone &Stevel’s (2014) research the most highly rated organizations in terms of customer satisfaction were those perceived by clients to be trustworthy in both their actions and communications. Oliver’s 1980 research finding on Expectation Confirmation Theory (ECT) seeks to evaluate consumer post-purchase beliefs and behaviours in terms of their expectations, perceptions, beliefs and satisfaction. The theory purports that consumers’ initial pre-purchase expectations are based on their anticipated or predicted benefits. Whilst their post-purchase perceptions on performance are largely based on consideration of their pre-purchase expectations, together these factors directly influence consumer beliefs regarding their purchase. ECT claims that a consumer’s level of satisfaction is a direct result of their post-purchase beliefs and or the perception of performance. Whilst Oliver (1999) acknowledges that there is an inextricable link between consumer loyalty and customer satisfaction, he recognizes that it is an asymmetrical relationship where satisfaction does not necessarily result in consumer loyalty. Technological failures and poor service design and delivery are significant threats to customer satisfaction that quickly lead to negative perceptions of the functionality and reliability of electronically based services.

The exponential expansion of ICT over the last three decades has had a tremendous impact on how societies live and work. Technology has essentially transformed personal and corporate practices. According to Verdegem&Verleye (2009, p.487), the production, management, and consumption of information and knowledge are at the core of the rampant social developments and economic productivity that are now commonly referred to as information societies and knowledge economies. Consequently, policymakers have been challenged to develop, incorporate and implement innovative public administration services to meet the dynamic needs and expectations of their stakeholders. Bertot&Jerger (2008) suggest that governments face two key obstacles in meeting consumer prerequisites; firstly, the necessity to recognize and address stakeholder expectations and secondly, to operate within tightening fiscal constraints. West (2004) succinctly claims that the primary objective of modern governments is to simultaneously offer greater levels of client satisfaction and efficiency. A major criticism of current e-government services is their intent focus on the supply aspects of the service, rather than on the demand aspect. Critics argue that a paradigm shift to focus on user needs would lead to an improvement in the procedures, practices and outcomes of e-services (Bertot& Jaeger, 2008). In 2003 the Organization for Economic Co-operation and Development (OECD) recognized that online public services are now part of a broad mandatory service strategy that provides significant consumer and productivity benefits. They noted that widespread user dissatisfaction therefore has the potential to quickly become a political concern (Verdegem&Verleye, 2009). According to Heeks (2003), the primary objective of e-governments is to create policies which are not only efficient, but also that service customers with personalized, instant, secure, relevant and cost-effective access to public administrations. This efficiency ultimately increases the quality of services which, in turn, leads to integrated customer satisfaction with e-services (Verdegem&Verleye, 2009). The development of e-government is widely considered to be a significantly powerful opportunity for developing countries by making sophisticated administrative achievements at a similar place to developed nations. The ever-increasing availability of, and access to, new technologies and digital communications and information has both gained the attention of stakeholders, including policy-makers, and enabled the implementation of cost-effective e-services previously inconceivable in developing jurisdictions. Likewise, the Middle East, and most specifically the UAE has experienced an explosion in electronic connectivity resulting in a rapid and significant expansion of information and communication technologies. Access to these services and expertise has enabled the region to embrace e-government practices and thereby revolutionize the processes of business activities and public administration. Ultimately, the increased productivity brought about by e-government has resulted in the region being globally competitive. As a consequence of the strident benefits of adopting e-government services in the UAE, both the public and the private sectors have acknowledged the profound need to continue to incorporate ICT innovations and build knowledge of e-business models, as the means of improving the quality, accessibility, compatibility and responsiveness of services being provided to stakeholders. Citizen involvement has been a major advantage of the introduction of e-government. For the first time fast and transparent access to expanding public information and services and e-service facilities allows users global and timely access to the administrative process. This global access reflects the diversity of stakeholders and services. Fang (20002) predicted that the development of e-government would not just be associated with its shifting from one phase of development to another, but that the improved scope and quality of services provided would be economical and build strong relationships between the public and the administration (Fang, 2002).

Models of Measuring Citizen Satisfaction with e-government

Measurement of levels of citizen/stakeholder satisfaction with electronic services of e-government can be achieved using numerous commercial models and measurement devices such as ISO/IEC 9126, EGOVSAT, SERVQUAL, and CSI (e-government citizen satisfaction index) (Caroline, 2014).

ISO/IEC 9126 Standard

The International Standardization Organization (ISO) originated this model in 1991 to identify both the functional and non-functional user requirements of the software. The ISO gives world-class specifications for products across virtually every industry. The system recognizes human biases and behaviours that can negatively impact quantifiable factors andthereby, reduce the validity of output data. The program addresses four distinct objectives of a research project: quality model, external metrics, internal metrics, and quality in use metrics. In terms of evaluating e-government services, the ISO/IEC 9126 standard was developed to measure the quality of technological / electronic services of governments and to evaluate the extent to which they are meeting stakeholder criteria (Quirchmayr, Funilkul&Chutimaskul, 2003). In addition, ISO/IEC 9126 evaluates the accessibility of e-government electronic information and services to stakeholders. This model evaluates on the e-government dimensions of usability, functionality, reliability, efficiency, portability, and maintainability (Quirchmayr, Funilkul&Chutimaskul, 2003).

EGOVSAT Model

According to Abhichandani, Horan &Rayalu (2005), the EGOVSAT software was developed to measure two core features of government e-services: the public service initiatives delivered to citizens; and user satisfaction levels of e-government services. This model, as per Figure 5, measures specific performance and emotional factors through quantifying eleven measures divided into three constructs: utility, efficiency, customization; as they impact four emotional dimensions: confidence, pleasantness, frustration, satisfaction. Stakeholder satisfaction, in terms of trust, openness, and delivery of services, have each previously been evaluated by other investigators, such as the study of Eschenfelder& Miller (2005). Horan &Abhichandani (2006) report that this model encompasses dependent variables, emotional factors and responses, such as users’ emotional retorts. The inclusion of the key performance features by Sheibani&Fariborzi (2011) of accessibility, reliability, efficiency, flexibility, usability and customization further enriches the measurement of user satisfaction with e-government services. It is noted that accessibility, reliability and customization have less consequential impact than the other factors.

SERVQUAL Model

The SERVQUAL provides a qualitative analysis of the service experienced by American consumers. The model, which was originally developed by marketing gurus, Zeithami, Parasuraman & Berry in 1988, is designed to evaluate the quality or excellence of services in the marketing sector. According to Burkley (2003), the SERVQUAL model has a greater application in the public sector than the private sector. As the purpose of this model was to measure levels of satisfaction in physical markets, it required modification and the inclusion of additional technical components in order to effectively apply it to online contexts of e-government (Alanezi&Basri, 2010). The model is however capable of providing in-depth and meticulous information relating to user perspectives on services, performance, and consumer’s feedback. Government Operational Excellence (GOE) was evaluated using SERVQUAL’s five criteria of assurance, tangibles, reliability, responsiveness, and empathy. Jinmei (2011) articulated each of these classifications in terms of identifying client satisfaction levels with services. He succinctly defined assurance as the ability of well-informed employees to confidently and politely engender trust and confidence in the services provided, which directly addresses the repeatedly identified primary e-government stakeholder concern over privacy and security of sensitive information. Jinmei (2011) expressed tangibles as the outward physical appearance of an organization’s facilities, equipment, personnel, and communication resources and how accessible they are to the public. This speaks to e-government stakeholder’s need for reliable, easy-to-use technology and interface to access e-services and information. Reliability was defined as an organization’s ability to consistently and accurately deliver contracted services; a key apprehension for e-service users being accurate information and dependable technology in order to increase trust and engagement. Responsiveness was identified as an organization’s preparedness to deliver prompt service and to support clients’ needs. For e-service users this equates to prompt and valid feedback and support as and when required. The dimension of empathy was seen as an organization’s ability to provide sincere and individualized attention to customers, which is an imperative feature for e-government users who seek opportunities to contribute to the e-services process (Jinmei, 2011, p.3). Following a review of the Papademichelaki&Mentzas (2012) research on the quality of electronic services, this model was reframed to the e-Gov Qual model to more accurately measure stakeholders’ levels of satisfaction with e-government services (Caroline, 2014). The features identified more accurately reflect stakeholder’s perceptions of the quality of e-government services as; trust, reliability, ease of use, efficiency, appearance and content, citizen support and functionality (Papademichelaki&Mentzas, 2012; Hoffman & Krauss, 2004; www.researchgate.net).

E-government Citizen Satisfaction Index (CSI)

Halaris, Mogoutas, &Papadomechelaki’s (2007) study suggests that concept of citizen satisfaction, which focuses on stakeholder approval levels in comparison to their expectations, originated prior to the digital age but has successfully transitioned to online services. The notions of customer satisfaction and service quality theories and behaviours have rapidly evolved over the past decade (Fornell 1992). Indeed, it has become a far broader concept incorporating multiple aspects of an organization’s customer approval levels (Duarte, Raposo&Alves, 2012). The multidimensional character of the index necessitates the inclusion of measurements of both manifest and latent variables. Anderson &Fornell (2000) argue that as the citizen satisfaction index is a forward focused indicator, rather than a consumer experience one, it cannot be calculated as an overall gauge, but rather viewed as a future observation. Consumer satisfaction indexes evaluate an organization’s performance based on its previous, current, and anticipated performances in order to achieve an inclusive and global measures of customer satisfaction (Duarte, Raposo, & Alves, 2012). The CSI was initially utilized in the marketing sector, however its application expanded to include the evaluation of job satisfaction, evaluation of remunerations, customer satisfaction, and most latterly with the levels of user with e-government services (Johnson, et al, 2000). According to Halaris, Mogoutas&Papadomechelaki (2007) the original model of the citizen satisfaction index was adjusted in order to measure the extent of stakeholder approval of e-government services. Based on the modifications, three new indexes were established: the g-CSI (government citizen satisfaction index), the EUSI (European user satisfaction index), and the egov-ACSI (Electronic government customer satisfaction index). Each of these new indexes was customized according to the particular aspect of customer satisfaction levels that they were intended to measure in order to provide a cumulative satisfaction index. The criteria measured were transparency; information accuracy; ease of transaction; interactivity; kindness and expertise; and cost of services (Caroline, 2014). The methodology used to identify these indicators is analysis of the key componentsofsatisfaction; analysis of the relationship between those components; and calculation of an overall satisfaction level.

Difference between Customers’ Satisfaction and Customers’ Perception of E-Government

E-government services have the potential to have a significant influence on all the stakeholders: citizens, corporations, policymakers, public servants and developers of the technology driving it. The degree of stakeholders’ satisfaction with e-services substantially impacts the extent to which users adopt them, and ultimately the success of the implementation of e-services. According to Osman, et al, 2014 study citizens have the greatest influence on the success of e-government services. Evaluating the quality of e-government services necessitates the inclusion of stakeholder perspectives. Few studies are available on measuring the response of citizens to e-government services (Reddick & Turner, 2012). However, measuring the response of citizens is important because it determines the satisfaction of customers on the quality of e-government services (Cohen, 2006). The concept of customer satisfaction, which was introduced by Cardozo in 1965, states that the degree of customer satisfaction is expressed by the relationship between the anticipated perceptions of customers about products or services, in comparison to their actual experiences. When customer perceptions meet anticipated levels, or exceed those levels, then the extent of customer satisfaction is deemed to be high. Thus, the levels of customer satisfaction for e-government users can be defined as the overall evaluation of stakeholders’ offline and online experiences with e-services. Customer satisfaction is the comprehensive feelings formed by using online and offline services. The quality of e-services is critical to the adoption rate of e-government by stakeholders. The anticipated and projected quality of customer service for online consumer environments is significantly different from traditional consumer environments. For example, in taxation services consumers have shown a tendency to be sufficiently satisfied with the provision of traditional facilities, however greater criteria for the same levels of satisfaction exist in the now-preferred domain of online taxation services. This has been attributed to the theory that citizens now feel more comfortable using online environments (Hussein, et al, 2011). Limited literature on empirical estimations of levels of customer satisfaction with e-government services currently exists. As thus far, much focus has been on analysing the evolutionary progress of e-governments. The Abu Dhabi administration has been establishing and evolving diverse online networks and portals since early 2001 in order to effectively employ coherent and cohesive electronic government services with sophisticated communion channels to interact with stakeholders. With the rapid and dynamic development occurring in the setup and implementation of e-government services in Abu Dhabi, it is essential to accurately recognize public opinion and experiences of those e-services. E-government evolution does not depend only on the ongoing processes and strategies adopted from the initial stages; as its success is ultimately determined by the degree to which stakeholders are satisfied with those developments. All initiatives adopted as part of the city’s e-government program focused on the user satisfaction. Similarly, no empirical study is available on customer perceptions of e-government services in Abu Dhabi. Thus, in order to fill the gap in the existing literature, this studystrives to assess the impact of e-government services on Abu Dhabi consumer satisfaction levels and perceptions. Commonly used approaches by governments to evaluate their e-government enterprises tend to replicate the practices of commercial businesses, concentrating on the delivery of the services as opposed to the functional benefits and outcomes. Commercial assessments focus on measurements such as return on investment and reduction of cost (Irani & Love, 2008). E-government delivery service is radically different from the delivery of commercially provided services in the private sector. These services routinely include strategic goals leading to effective, efficient and economic focus. In contrast, e-government services by necessity include additional social and political aspects, such as suitability and trust in social inclusions of government (Grimsley & Meehan, 2007). The section below defines and clearly outlines the frameworks that are commonly used bygovernments and the theoretical aspects on which each framework is based and developed in order to expose the strengths and weaknesses of the framework. Past investigations statistically demonstrate that individual and personal qualities assume an essential part in explaining the mentality of citizens toward innovation. These variables essentially influence citizens’ reception of e-services and e-driven organizations. The realization of this phenomenon confirms that stakeholder use of government online sites is not solely dictated by factors of interoperability, client usefulness, reliability and quality of the sites. In addition, consumers of e-services are impacted by personal attributes such as their sexual orientation and the nature of their employment. Similarly, functional factors, like the quality and nature of instructions and the usability and flexibility with qualities of an e-administration, are significant indicators, particularly in developing countries and most particularly when one looks inside the setting of Arab nations. Scientific issues, such as techniques and procedures and specialized concerns are also a consideration in explaining user satisfaction with e-services. Despite the careful classification of impacting factors, still little consideration has been given to users’ points of view (Alawneh, et al, 2013).Therefore, thisexploration into Abu Dhabi e-services can be seen as a progression in measuring stakeholder views on selected perspectives of e-administration. In turn, this research adds insights and appreciation of user perspectives of e-administration within a particularly Arabic sub-region of the globe. Interestingly, Vigoda-Gadot& Cohen (2015) examined the extent of user mindfulness and receptiveness of e-government activities in the United Kingdom (UK) through utilizing information gathered from the families. Findings were that the subjects’ qualities of age, gender, education and socio-economic status had only a basic impact in illuminating a citizen's degree of mindfulness in the selection of e-supported organizations within the family unit. Alternative attributes: maturity, edification, andperceived advantages of utilizing e-services proved to be critical factors in the adoption of web-based services. Surprisingly, salary levels had no impact on web reception. Dai, et al (2015) report on the analysis of the capability of e-administration activities in diminishing the debasement of three developing nations, India, Ethiopia, and Fiji. The investigation studied citizen impressions of how e-administration could battle corruption in those three nations. The examination found that respondent impressions of e-administration activities clearly identified enhanced government-subject connections and diminishment of corruption. Discoveries show that both users and nonusers identified a direct incentive for e-government use and to learn procurement and correspondence, yet little as a vehicle of popularity-based engagement (Sá, Rocha & Cota, 2016).

Looking beyond occasional users of e-administration, the variables most closely related to satisfaction levels with e-government services are polarized. They are generational – with younger people embracing e-services to a much higher degree. They are similarly divided according to socio-economic status, with more affluent users participating more. They are regional with urban dwellers participating to a higher degree. Status is similarly an indicator with more senior personnel utilizing e-services to a much greater degree than juniors. These factors directly impact the “digital divide” caused by access to and knowledgeof and access to electronics and technology. Administrative accountability and responsibility are additional significant indicators of stakeholder participation (Romk, 2013). Alawneh, et al 2013) reported that youth and willingness to participate are two determining factors of satisfaction levels with Jordanian e-government services. Alomari(2011) and Alomariet al (2012) each considered qualitative and quantitative research practices, such as the technology acceptance model (TAM), to identify criterion impacting e-government user perceptions. These studies revealed that based on the complexity, comparative advantage has been playing a significant contribution in the adoption of e-government services in Jordan. It was on the basis of these findings that Alomari (2014) used a modified version of the models to examine the factors indicatingconsumer perceptions regarding the embracing of e-government technology. The focus of this modification was to allow further examination of the already in-depth analysis of the applicability of the research models employed. Aolmari’s2014 study uniquely analysed the adoption of e-services, in tandem with utilization of services provided by two Jordanian government departments: The Income and Sales Tax Department (ISTD) and the Driver and Vehicle Licenses Department (DVLD). Aolmari (2014) employed the factor analysis technique to identify the most prominent factors affecting adoption of each of these e- services. The study results revealed a broad range of significant factors affecting stakeholders’ acceptance of this potential relationship with administration. Identified factors were religious beliefs, trust and assurance of the facilities, website design, user competency and confidence with the internet and computers, degree of resistance to change, and word of mouth recommendations. The degree of each of these perceived factors varied for different societal groups, however for the Jordanian context each of these stakeholder concerns needs to be given due to importance when addressing the implementation of e-government services. Government agencies in developed countries have largely completed the transition of administrative services from traditional, manual delivery to online delivery using reliable, continuous ICT-based services. This transition has brought consistency to e-government services and contributed to expanded access to public and administrative information and services. Extensive use of e-government services hasenabledopportunities for interactive online transactions and communication with a broad range of stakeholders and led to a cycle of increased public participation. Graham &Aurigi (1997) counter this development claiming that the creation of “virtual cities” has polarized societies and caused inequality by segmenting societies based on access to technology resulting in what they call “stark social divides”. It has simultaneously been claimed that ICT is creating a paradigm shift to an era of network intelligence that is reinventing commercial, governmental, and individual practices (Yaghoubi, Haghi&Asl, 2011).This paradigm shift, now prevailing in the public sector, is electronically distributing increasingly refined public sector services that are able to gain consumer satisfaction approval. Since the 1990s, research on consumer perceptions of e-government services has been playing an increasingly dominant role in the literature. The use of advanced business principals by the administrations adopting and developing e-services since the 1990s has led to increasingly high quality electronic public services. The responsibilities and demands on administrations for increasingly sophisticated and varied public services over that period have been significant. In response to these changes, administrations at all levels of governments have endeavoured to establish high quality public services through advanced business principles, implementing market mechanisms, and using alternate service delivery methods (ibid, 2011).

Factors Affecting Customer Satisfaction with E-Government Services

E-government has the potential to give public administration a customer-oriented structure and flavour which further fosters the development and implementation of policies positioned to the needs of stakeholders, however to do so requires delving deep into the requirements and expectations of their consumers (Schedler&Summermatter, 2007). An initial factor in achieving customer-focused e-services is the ease of access and ease of use of websites and interfaces which has been found to be closely linked with levels of e-user satisfaction, which in turn impacts the extent of stakeholder trust in e-government initiatives (Welch, Hinnant& Moon, 2004). According to Goodsell, Osborne&Gaebler’s 1993 U.S. studies on the evolutionary, if not revolutionary public administration reforms that have resulted in the current “entrepreneurial government” model, there are ten defining principles of this “paradigm shift”. Most broadly, they are designed to resolve community issues through the adoption of “participatory management” and a shift away from bureaucracy to “market mechanisms”; and a melding of all three-community sectors. In addition to these broad changes was the radical re-elevation of citizens as empowered customers rather than beholden clients of a monopoly; the introduction of competitive service providers; and a focus on outcomes as a means of service evaluation; the adoption of the changes inherent in the above paradigm has had the benefit of escalating both the level of government accountability and citizen participation and representation. Ongoing development of customer-oriented public administration has not only enhanced public sector efficiency but has also been instrumental in allowing the introduction of innovations and the empowerment of stakeholders. At its simplest level, E-government can be defined as the use of ICT by public administrations in order to create a structured network to provide services, interconnectivity, efficiency, transparency, effectiveness, and accountability to stakeholders. However, in his literature review of e-government, Yildiz (2007) argues that e-government concepts have been inadequately defined and fail to take into account the complexity of the methodologies and environments that they inhabit. He argues a need for further empirical analysis to enhance both the understanding and implementation of e-government processes, participation and links to public administration. The e-government paradigm is responsible for shifting public administration in the direction of networked, coordinated, collaborative service orientation administration. Tat-Kei Ho (2002) claims that in addition to this shift, consumer-driven “one-stop shopping” e-government strategies emphasize the value of networking, socioeconomic and organizational aspects over technology in the continued development of e-services. According to Titah&Barki’s 2006 Jordanian study, it is the beliefs of individuals that most meaningfully affects their acceptance of electronic government services. This argument aligns with Moon & Norris’s (2005) definition of e-government as simply the delivery of government information and service to stakeholders. Since 2000, the evaluation of e-governments has increasingly become a growing area of study. From this broadening body of research have emerged data on the effects e-government and its strategies have had on customer satisfaction levels with public administration services. Customer satisfaction being the universal and contemporary approach now accepted to mean the measurement of the quality of an entity’s service, and the extent to which it incorporates customer-focused management and embraces the associated culture (Mihelis, et al, 2001). As previously stated, e-governments initially had the potential to model public administrations with a customer-oriented structure, however this would have required them to access extensive information on their stakeholders’ needs in order to achieve that. It is now argued that a customer-orientated model is essential to achieving effective and efficient business enterprises. To measure levels of customer satisfaction with e-services, governments require immediate, objective, and meaningful feedback from stakeholders to promptly reflect their user-experience and to reveal their preferences and expectations. Thus, it is only after collection of authentic feedback that e-government performances can be analysed on multiple dimensions in relation to a full scope of satisfaction criterion to show both the strengths and weaknesses of an administration’s services and technology performance.

As demonstrated in figure 7, the relationship between the service and quality components of a corporation directly impact the degree of customer satisfaction and, in turn, the outcomes of the overall business. Allen et al (2005) state that the critical link between client-focused delivery of e-services has increased collaboration and coordination of innovative forms of e-government (Allen, Juillet, Paquet& Roy (2005). According to Tam (2004), the quality of service is defined as a differential of customer prospects and their actual perception of the services. This methodology is based on the rules of the multi-criteria analysis and preference of the disaggregation modelling, also referred to as the Multi-criteria Satisfaction Analysis(MUSA) model. The MUSA model was initially conducted to establish levels of customer satisfaction in the private banking sector of Greece. The objective of the survey was to amalgamate individual judgments into a collective value with the assumption that global satisfaction of clients is reliant on the set of the criteria and the variables representing the service characteristics and its dimensions. This aggregation of individual judgments is shown in Figure 8 (Mihelis, Grigoroudis, Siskos, Politis&Malandrakis, 2001, European Journal of Operational Research, V130/2, pp 347-360).

The disaggregation methodology is an ordinal regression-based approach usedfor qualitative analysis of multiple measures of individual responses, judgments and preferences assessing degrees of approval in order to achieve consistency between global satisfaction and individual customer judgments. This model aims to comprehensively incorporate the thoughts and judgments of all participants (Yaghoubi, Haghi&Asl, 2011; Grigoroudis, Siskos&Saurais, 2000). In the literature, e-government is presented according to the contexts in which it exists; however, the purpose of e-government, as a means of improving the relationships between administrations and stakeholders, remains the thematic definition of e-government. According to West’s definition (2004), the use of digital methods to provide online administrative services and information is what constitutes e-government. West’s study champions the characteristic that define e-government as unique to the facility as it allows stakeholders the freedom and flexibility to pursue public services at their personal convenience and in their own environment. This lack of restriction is a highly beneficial advancement in accessing public services and significantly contributes to user satisfaction, resulting in customer-centric services (Scott, Golden & Hughes, 2004; Horan, Abhichandani&Rayalu, 2006). Dutch researchers, Thaens, Boogers& Poelmans (2004) proposed a new paradigm to measure the quality of stakeholder satisfaction with electronic government services that acknowledged the key organizational aspects of workflow and processes in relation to the skills and attitudes of its users. The introduction of a citizen’s charter acknowledges the inadequacy of focusing on bureaucratic components and the advantages of “thinking and working” from the perspective of stakeholders. The Dutch e-Citizen Charter identified 10 core requirements for quality e-services by identifying the rights and responsibilities of stakeholders and the administrations in accessing digital services. The citizens’ charter model stresses the requirement for government systems to move from a cost-effectiveandproduction-based model to a flexible user-centred and service-orientated approach designed to provide user satisfaction (TatKei, 2002). Customer-based assessment of government systems remains an ongoing focus of study, however Wang, Bretschneider& Gant’s (2005) research diverged by developing a model to assess the performance and impact of government web designs, features and systems on user engagement and satisfaction in an effort to move towards a greater citizen-centric approach. Eschenfelder& Miller (2005) developed a socio-technical tool kit for evaluating the performance of e-government websites in terms of social and technical characteristics and addresses issues related to openness and trust in the e-government systems. According to Carter and Belanger (2004) government initiatives for citizen adoption are based on the technology acceptance model (TAM), which assesses satisfaction levels by incorporating factors of usefulness, ease of use, trust and skills. Reddick’s 2004 study analysed the demand for e-services, rather than the supply aspects of e-government. Based on user interactions at both the initial information dissemination stage and the latter transactional stage, Reddick argues that e-services elevated citizen’s access and engagement with e-government systems. Each of these studies have discussed customer satisfaction from various perspectives, however Gupta & Jana (2003) maintain that little attention has truly been given to the measurement of customer satisfaction due to the focus of the studies not principally being on user satisfaction as the major construct of the research. The U.S. Office of Management and Budget (OMB) report states there is an absence of a citizen satisfaction measurement within the system of e-government (U.S. Office of Management and Budget, 2005). Similarly, the Digital States survey, a biennial study examining administrative digital practices, polices and progress in streamlining e-services and increasing stakeholder satisfaction, claims that just over a third of the surveyed administrations were unable to provide instruments for evaluating citizen satisfaction, while just over a quarter of the States did not utilize opportunities to measure online customer satisfaction levels (Fan & Yang, 2015). A similar report advises that just over half of the respondents’ claim that whilst user satisfaction tools were recommended by the government, only two per cent incorporated them as part of their performance metric (Fan & Yang, 2015). Satisfaction measures are extensions of performance and quality measures. However, a user-centric approach to assessment requires qualitative analysis user attitudes to e-services. Horan, Abhichandani&Rayalu (2006) presented a holistic view of customer satisfaction using an administration-stakeholder online government-level information services using Advanced Travel Information Systems (ATIS). As with all entities, users of e-government services can be classified as either private individuals or commercial enterprises. According to Fan & Yang (2015) the issues surrounding e-government service quality are the clarity and comprehensiveness of the information and services provided, the degree of stability and security of the system and access to interact with providers. The concept of e-government has inherently changed the process of e-services by increasing the speed and access of availability, thus increasing convenience to users and accountability, transparency and efficiency for all stakeholders. E-government escalates in levels of development, and so does the extent of stakeholder satisfaction with e-services. As previously discussed, Layne & Lee (2001) proposed a growth model to represent the four distinct developmental stages of e-government, referred to as a continuous developmental process, indicating the interactive nature of services and the dissemination of public information. Hien (2014) conducted a global investigation and found that stakeholders had universal demands of service quality in the e-government sector. The study develops a unique model by focusing on three distinct perspectives, and their aligned components of service quality as key factors influencing the perceptions of the quality of e-government. The areas of information, organization and service were the three broadest categories. Dimensions of information quality were measured by ease of use, content, trust and security. Organizational quality was assessed according to e-government services and the Chief Information Officer (CIO) as these relate to the management and the internal processes of an administration. The dimensions used to evaluate service quality are responsiveness, reliability and communication. Other researchers have identified dimensions of responsiveness, reliability, competence access, credibility, tangibles, and courtesy as significant indicators of service quality in e-government (Aladwani&Palvia, 2002; Cai &Jun, 2003).The researchhas drawn a clear connection between the quality of e-services and greater levels of stakeholder satisfaction.

Papadomichelaki&Mentzas (2012) devised a four-dimensional21-item scale with which to evaluate the quality e-government services. Their investigation led to the establishment of the E-Gov Qual. model to identify efficiency of delivery, citizen support, trust and reliability in the integrity of online e-services as the four core factors impacting the degree of e-citizen satisfaction and contributors to increased interaction between public administrations and stakeholders. According to the UK based study by Bannister & Connolly (2011), the most fundamental concept impacting online public administrations is trust; such that it generates “technology enabled change” and a transformational shift in public administration practices. The factors of trust, loyalty, and satisfaction of e-commerce in Saudi Arabia were investigated by Eid (2011) who concluded that these elements most significantly affect customer satisfaction levels and encourage loyalty to the business-to-customer e-commerce relationship. Whilst his findings revealed that customer loyalty is associated with and impacted by customer satisfaction levels, it found a lesser association between trust and loyalty. Malik’s 2016 study of e-government satisfaction in Pakistan declared satisfaction of users to be “a critical and decisive factor” in continued stakeholder use. He challenged e-service administrators with the task of identifying the key determinants of its stakeholders. The study revealed the four major determinants of accessibility, awareness and quality of e-services and customer expectations to be the primary factors influencing customer satisfaction levels from a sample of two hundred university employees in the Punjab province. Lee et al (2009) explored the online purchasing behaviours and satisfaction levels of 274 customers. In order to create a model showing the factors that generate e-satisfaction, researchers defined individual differences relating to computer usage. Differences, such as self-efficacy and anxiety while using computer, can impact levels of consumer satisfaction. The researchers concluded that satisfaction with electronic purchases can be generated via the quality of information provided and the website services provided. A citizen-centric model of e-government was developed and tested by Flemish researchers Verdegem&Verleye (2009). The model evaluates the satisfaction levels of users of e-government services using nine indicators through employing a combination of qualitative and quantitative research methods. The research results indicated that user satisfaction necessitates the qualities of availability of services, infrastructure, privacy, security, usability, content, technical aspects and technical awareness. Suki &Ramayah (2010) determined that the eleven prominent factors affecting acceptance of e-services by Malaysian citizens are: perceived usefulness, ease of use for users and user attitude; self-efficacy, compatibility and interpersonal and external influences and facilitation conditions; in addition to perceived behavioural controls, subjective norms and the intentions of people to use e-services. An Indian study by Dixit & Datta (2010) found thatfactors contributing to the acceptance of e-government services and electronic banking were privacy, trust, familiarity, awareness and innovativeness. Governments are guided or restricted by a myriad of economic, political, social and logistical imbalances that can result in the coexistence of tandem online and offline public services. In developing countries, the capacity of administrations to provide electronic information resources significantly differ between regions, as does access to public information for citizens, largely determined by their location and level of education (Reddick & Turner, 2012). Similarly, users are not fully dependent on online processing due to the restricted capacity of administrations to complete services online due to prerequisites, such as the necessity to provide original documentation, passports and invoices, which limits a full online processing option and requires manual processing (Pieterson& Ebbers, 2008). Restrictions and inconveniences in the process of online verification can negatively affect customer satisfaction levels and require ongoing consideration by administrations to ensure success of e-government initiatives by incorporating both technological and stakeholder behaviour (Wang & Liao, 2008; Akman, Yazici, Mishra &Arifoglu, 2005). Government institutions use frameworks to evaluate systems, many of which are drawn from the information system (IS) theory which concludes that comprehensive methodologies of evaluating systems need to include measurements of efficiency and effectiveness based on specific capabilities of the framework (Irani, 2002; Irani& Love, 2008; Gunasekaran, Ngai &McGaughey, 2006). Evaluation frameworks incorporate mixed methods of collecting and analysing qualitative and quantitative research to provide both a holistic perspective and to enable the cycle of assessment, by stressing the necessity for contextual user-assessments. (Venkatesh & Davis, 2000; Venkatesh, et al, 2003; Schepers&Wetzels, 2007).

The technology acceptance method (TAM) is the most widely used framework for evaluating e-government initiatives as it measures both the ease of use and the level of usefulness as the value influencers for the adoption of technology. The TAM assumes a connection between self-efficiency and ease of use as a motivator for adoption of e-services. Straub (2009) claimed a direct link between the perceived ease of use and self-efficacy. Venkatesh (2000) employed the united theory of acceptance and the use of technology model (UTAUT) to identify that the limitation of the use of TAM is that it lacks recognition of the variables in demographics, gender, age, prior experience, and attitude toward the technology etc. in evaluating self-efficacy (Sterrenberg, 2017). The UTAUT model is however relevant to the extent that it summarizes the efforts, performance, social influences of e-users and accesses demographic variables as moderators in order to predict behavioural intentions responsible for indicating sustained usage of e-services (Venkatesh, 2000). Both the TAM and UTAUT models have limitations, such as evaluation frameworks as they fail to include the success and failure factors of Heeks (2002), or the contextual and situational data that Straub (2007) warns potentially influence e-user attitudes concerning technology. The primary limitation of evaluation models is the measurement of the adoption of technology as a success factor. The UTAUT model does not estimate the technology acceptance, as individuals are denied choice in whether to accept technology in the e-government context (Straub, 2007). An additional significant source of evaluation is the public value of e-services scale, which is a normative theory used for assessing the progress of the public services (Bannister, 2001). In the majority ofcases, a public value theory is used to measure the context-specific inclinations of individuals relating to a range of aspects. It is related to the obligations and rights of administrations and their designated representatives to benefit and meet the needs and expectations of stakeholders; and equally it is related to the rights and obligations of stakeholders to have their public service needs met (Bozeman, 2007). According to Bannister (2007), the disproportionately high interest in benchmarking e-government performances is debatable and the validity questionable. Public value theory estimates the effects and results of e-government services, not merely the use of technology (Kelly, Mulgan&Muers, 2002). According to Heek’s 2006 research the process of evaluation of e-governments is the analysis of performance by determining the external forces of purpose, audience, demand and use. Analysing the purpose assists administrative policy makers in evaluation and forward planning through the process of the policy lifecycle originating with awareness and culminating with implementation. External demands and stakeholders fluctuate and evolve throughout the cycle and indeed recreate new policy cycles (Heeks, 2006). Kearns’ 2004 study evaluates the delivery of public services through the lens of the public value framework. He states that e-government is not merely the transferring of existing public services to an online format, and thus fails to acknowledge the benefits and true impact of e-government. Kearns identifies three key sources by which public value is derived: the delivery of high-quality e-services; the publicly acclaimed desirable outcomes of initiatives; and the high levels of stakeholder trust in public administrations. Whilst other frameworks have been developed as extensions of the public value theory concept, they have in his opinion incorporated insufficient qualities for assessment, and thus lack validity and application. Public value theory and frameworks are problematic in terms of how public value is experienced and interpreted in different societies and cultures; thus challenging the introduction of a universal common framework applicable in all contexts (Jørgensen& Bozeman, 2007). Compounding this concern further is the mutability of public values, which are not static, but dynamic and fluctuating between cultures and societal needs and over periods of time (Samaratunge& Wijewardena, 2009). Regardless of these limitations, the public value framework does provide a superior and more comprehensive evaluation than other evaluation models; as well as clear indications of factors contributing to the success or failure of e-government initiatives, as per Heek’s 2002 research. Whilst evaluation frameworks by necessity include input from stakeholders involved in the value creation, such input needs to be limited to the context in which stakeholders are engaged with e-services in order to protect the success of e-government projects (Kearns, 2004). Lee & Lin (2005) claim that the e-government has come at a high cost to taxpayers due to the high failure rate of e-initiatives and the limited interaction and utilization of stakeholders. The conclusions drawn by this study were supported by the European Commission’s 2009 Eurostat report which revealed that the information technology expenses for the year 2008 in the European States, the United Kingdom, Turkey, and the United States were 2.4%, 3.7%, 0.9% and 3.3% of their respective national gross domestic products. It was further shown that e-government services utilized by citizens between the ages of 16 and 74 in the United Kingdom, European States, and Turkey were merely 30%, 35% and 8% respectively of the population. Lee et al (2008) indicated factors such as significant, entrenched bureaucratic resistance to e-government to embracing e-services, and the establishment of benchmarking tools to measure stakeholder satisfaction to enable development and innovation improvements of performance as significant hindering factors of e-government. Stragier, Verdegem&Verleye (2010) suggest that the primary challenge of public administrations is to increase and improve e-services sufficiently to boost stakeholder usage and that measurement of the effectiveness of e-services needs to be comprehensive, flexible and integrated with everyday e-service activities. They suggest that a basic framework identifying the input, output and outcomes of e-government can illustrate its degree of efficiency and effectiveness. Variable factors of economics: personal, social and cultural practices and attitudes, regulations, and functions, each influence the components of the framework. Their Belgian-study concludes a strong relationship between the quality of e-services and increased user participation and satisfaction levels and warns that evaluation of e-government needs to consider all aspects of the “value chain” Irani et al (2005) argue that the potential for sustained savings and improvements in the quality of e-services can only be achieved through facilitating effective and efficient electronic delivery of services to stakeholders. This entails ongoing innovative and structural reform to reduce and re-engineer the institutional processes to elevate the quality and processes of e-services. The study warns that whilst electronic interventions are necessary, they are inadequate to meet increasing stakeholder needs and demands. E-government practices need to include social and cultural elements, not purely focus on electronic efficiencies in order to acknowledge the complexity of public sector performance measurements. According to literature on customer satisfaction approaches traditional measurements of government services are frequently based on the modification of customer satisfaction indices (Fresh Minds, 2006). Approaches adopted to evaluate e-government services largely conduct surveys and involve similar levels of enquiry. Whilst these surveys differ in terms of coverage and breadth, they all utilize fixed signifiers to measure variables related to core satisfaction levels to inform future planning and ongoing development. The validity of using this methodology to evaluate customer satisfaction in e-government contexts is challenged on several counts: firstly, e-service consumers are subject to a monopoly provider and therefore without choice of using an alternative provider; secondly, customer satisfaction indices are calculated on the basis of anticipated or perceived service quality rather than as a function of online interactions measuring qualities of personalization, reliability, and resultant opportunities from utilizing e-services; thirdly, perceptions of high risks associated with e-commerce and e-services. According to theorists, insufficient research has been conducted to develop a functional citizen satisfaction model (CSM) for e-services (Kim, Im, &Parks, 2005; Welch, et al, 2005; Lee, at al., 2008; Wang, et al, 2005).

E-government contexts are culturally and socially specific and therefore they utilize a range of models to measure stakeholder perspectives and purposes (Jaeger &Bertot, 2010). Evaluation models adopt statistical approaches to analyse data and establish relationships between variables to predict trends in satisfaction levels, however their analysis is largely descriptive rather than prescriptive in nature and does not necessarily enable systematic management opportunities to inform improved design or delivery practices (Wang & Liao, 2008; Chan, et al, 2011; Irani, Love & Jones, 2008; Weerakkody& Dhillon, 2008). Irani et al (2012) provide user-centric reviews and descriptions on methodologies utilized in e-government research to identify e-services users satisfaction levels. Whilst evaluation models utilized by e-governments are diverse in nature, there remains no formal consensus on a preferred, uniform international framework; nor agreement on how measurements and the innumerable variables of use, design and maintenance aspects can be relevantly and practically evaluated over time (Osman, 2014). The literature identifies a number of key factors responsible for affecting the acceptance, usage intention, and expectation of the e-Government services. In this regard, trustworthiness, compatibility, and perceived ease of the use directly affect the relationship of citizens’ intention and their use for e-government services (Carter & Belanger, 2005). Some of the important factors are highlighted below, Governments, like all commercial entities, require a clear and broad vision to generate a cohesive, coherent and powerful plan that is sufficiently robust to enable commitment and performance to the task of delivering quality public services to achieve administrative and societal goals. Implementation of visionary plans such as e-government necessitates the cooperation and commitment of senior management to foster implementation, acceptance and adoption of administrative initiatives by stakeholders (Wee, 2000). The impact of senior management on political and cultural organizational decisions during stages of development requires a skilled and stable leadership to ensure successful implementation for all stakeholders (Higgs & Rowland, 2003). Public administration leaders need to appreciate the limitation of their-government development as they progress through the inherent stages of delivering e-services. Strong leadership with vision has been identified as a pre-requisite in the process of adoption and success of e-government services (Heeks, 2002). A crucial element of effective leadership is ensuring adequate funding for e-government initiatives as inadequate resources significantly contributes to the failure of projects and the performance of e-government (Sherry, 2003; Akomode, Taleb-Bendiab, Evangelidis, &Taylor, 2002). Throughout the literature review, authors identify the key factors of vision, leadership, social structure, education and IT as major contributors affecting the acceptance, use and expectation of e-Government services by stakeholders. It has been established that trustworthiness, compatibility, and perceived ease of the use are factors directly affecting the relationship between of stakeholder’s attitude and use of e-government services (Carter & Belanger, 2005). Other significant organizational, political and social factors are further explored below. A coherent vision can act as a powerful force to maintain alignment with organizational goals and to provide a clear communication that generates understanding and commitment to the development and performance of major social initiatives; which ultimately become shared goals between the administration and stakeholders. Senior management is a critical factor in ensuring acceptance and implementation of initiatives. Throughout the developmental stages, senior management significantly impacts the process in two key ways: via political decisions made, and via the process of highlighting the process and projects to stakeholders (Wee, 2000; Higgs & Rowland, 2003). Prudent leaders of e-government are alert to recognize the limitation of e-government as they progress towards full implementation of e-services. (Sherry, 2003). Social structure, defined as the actions, behaviours, interactions, and awareness of individuals, significantly impacts customer perception and satisfaction levels with e-government services and is viewed as a primary contributor to stakeholder acceptance and participation in e-service initiatives. Establishment of high levels of stakeholder satisfaction is essential to the reduction of negative social perceptions and behaviours towards the concept and practices of e-government. Social acceptance is fundamental to the shift in stakeholder participation from traditional public service delivery to online e-services. According to Affisco& Soliman’s 2006 study, understanding social factors empowers a government to resolve complex social and political problems and to promote adoption of e-government services. Employing the mass media to introduce and disseminate understanding and acceptance of the concept and processes of e-government to stakeholders allows for swifter individual, communal and societal recognition and familiarity. Awareness and confidence with the system can further be increased through seminars, workshops, individual meetings, and web-based documentation. The dynamic improvements in e-government technologies have magnified the need for stakeholder awareness to protect against public resistance or intimidation due to a lack of up-to-date information on technological issues.

IT design and infrastructure are fundamental to the existence of e-government and the lifeblood of stakeholder adoption levels. An interconnected, integrated, consistent information technology system offering user accessibility, flexibility, adaptability, reliability and security is the gateway to stakeholder adoption of e-government services across diverse domains and diverse geographical locations. However, in order to activate such a highly functional, user-friendly, secure IT system collaboration between e-government divisions and sharing of accurate and comprehensive, information is paramount. Elevated IT standards result in reduced IT costs for organizations and facilitate enterprise-wide integration and capacity. Collaboration, an essential factor in reducing barriers to stakeholder acceptance and adoption of e-services, when supported by IT increases synchronized and shared knowledge between stakeholders, both within and without an administration (Stamoulis& Georgiadis, 2000).

Responsiveness

As one of the core elements in an equitable e-government framework, responsiveness relates to the provision of timely, accurate and efficient consumer-focused responses by e-service providers to e-users. The discreet elementsof customer-service provided to consumers: staff training, motivation and empathy demonstrated in the delivery of service are factors that arerevealedin the levels of stakeholder satisfaction. Delayed, inaccurate, irrelevant or ungracious responses by e-government providers quickly manifest as consumer dissatisfaction,leading to the possible reduction in stakeholder utilization of services. A Sri Lankan study by Karunasena& Deng (2012) investigated critical factors used to measure the public’s perceived value of e-services and revealed that in addition to timeliness of responses, it is the delivery of quality online information and e-services that were the vital components. Hein’s 2014 investigation of the factors affecting the quality e-services in Morocco found that responsiveness was a primary factor determining the perceived quality of e-services and levels of customer satisfaction. Decman’s 2005 paper at the 5th European Conference on e-Government at the University of Antwerp, Belgium, argues that the element of responsiveness has increased importance to consumers due to the fast pace of modern life. He says that responsiveness can be evaluatedin terms of time, which serves to cause consumers to feel valued; or in terms of quality of services provided, such as automated responses and tracking systems. This study includes an assessment and analysis of the impact of responsiveness on UAE consumer satisfaction levels and the following hypothesis will be tested in this research:

H1:Responsiveness influences customers’ satisfaction towards e-government

Reliability

Within an e-government framework, reliability is determined as the ability to offer or perform the assigned services to consumers in an accurate and dependable form. The ability to guarantee timely, error-free, high-quality recording, accounting and management of customer issues and experiences with e-services profoundly impacts the degree of customer satisfaction. Indeed, reliability is considered the most essential factor in persuading customers to maintain their use of account services (Van Slyke, Belanger, &Comunale, 2004). The Gilmore & D’Souza (2006) study of factors affecting the quality of e-services in India also found reliability to be a key factor impacting the quality of e-services and subsequently a critical factor affecting the level of customer satisfaction. An article by R. A. Aziz published in the Muscat Daily reveals user frustration at the unreliability of even daily transactional services. He states that the lack of reliability of the services negates any perceived convenience or cost savings for stakeholders (https://m.muscatdaily.com/Archive/Stories-Files/Reliability-of-Government-e-4anl). Benanger& Carter’s 2008 research into the impact of risk perceptions and trust on the adoption of e-services argues that reliability is a key factor in building trust in government services. According to the Emirates Identity Authority website a 2015 survey indicated that 86.34% of stakeholders viewed security and reliability as the key factors in approving ongoing expansion of the Authority’s services. In this study, the reliability impact on customer satisfaction will be tested through following hypothesis.

H2: Reliability influences customer satisfaction with e-government

Access of facilities

Access and facilities to e-government services refers to the approachability, openness and ease with which e-users can access a range of public information and services and perform transactions. Strategic access to information leads toconsumers being empowered toconveniently acquire significant and extensive government-related information (Murad, 2010). In addition to the provision ofremote e-services consumers need access to physical government offices and services in the undesirable event of unresolved concerns using digital options. The provision of streamlined and efficient facilitation of entire administrative processes safeguards consumer satisfaction. Alathmay’s 2015 paper on UAE e-government services speaks of the power of “e-openness” as the empowerment of stakeholders through transparent and communicative engagement and access to public services and documentation, including the identification and tracking of service delivery through interaction with policy makers. Silcock (2001) states that the delivery of e-services is not only about technology or about business processes or human resources; e-governance is the integration of all three aspects which eachsignificantly impact consumer experience. Silcockclaims that the complexity of e-services is the greatest challenge for consumers due to inhibiting administrative structures which reduce access. She purports thatinternet solutions to these complexities are being developed to increase Access of facilities through the use of accessible search options like “How do I” or asking about life events, such as change of status or residential address. This study evaluates the impact of both Access of facilities on customers’ satisfaction by testing the following hypothesis:

H3: Access of facilities influence customer satisfaction with e-government

Silcock, R. (2001). Hansard Society for Parliamentary Government 2001. Parliamentary Affairs (2001), Vol.54 pp.88-101

Communication

According to Kolsaker& Lee-Kelley (2008) effective communication is a key factor influencing stakeholder satisfaction with e-government services. They claim that access to information determines stakeholders perceived effectiveness and usefulness of e-services. Communication is paramount from pre-service through to post-transactional stages to support the objective of increased utilization of services and maintain customer satisfaction levels. Calista &Melitski (2007) state that information and communication technologies enable the remote, online completion ofroutine tasks through to more sophisticated transactions and enquiries that the authorslabel as ‘E-democracy”. Wikipedia describes E-democracyas digital or internet democracy utilizing state-of-the-art IT and communications technologies to enable citizens’ participation in public administration and governance. They argue that challenges in the processes of e-government and e-governance can have a detrimental effect on democracy. The influence of communication related factors is assessed through the following hypothesis:

H4: Communication influences customer satisfaction with e-government

Cost

It has been well established throughout the literature that the primary motivation for public administrations to adopt e-government initiatives is the significant reduction of costs in delivering public services to multiple stakeholders. According to a 2015 report on Australian digital government transformation by Deloitte there are considerable transitional, redundancy and ICT investment costs associated with implementing e-government, which they estimate to be approximately a quarter of the total fiscal benefits over a lifetime of the project. They list greater consumer satisfaction as an additional and core qualitative benefit. The transfer of benefits resulting from decreased costs and reduced time in the provision and delivery of automated e-services to consumers directly impacts their levels of participation and satisfaction. Expanded productivity, reduced administrative resources, increased efficiency and availability are additional benefits, each of which hold a financial component. Makombe argues in a 2011 report on the cost benefits of e-government projectsthat whilst economic benefits are an objective measure of e-services,there are additional social and political benefits which cannot be evaluated by a single monetary figure. Hence, rises the need to address the following hypothesis in this thesis:

H5:Costs influence customer satisfaction with e-government

Theoretical Framework

The Common Measurements Tool (CMT) is a Canadian developed investigative research program created by the Institute for Citizen-Centred Service (ICCS). The tool is designed to provide feedback to public institutions in five core areas: client expectations, client perceptions, client satisfaction, the importance and the improvement priorities of services. The CMT has been used by all levels of Canadian governments since 2010 and it has since been embraced as a powerful diagnostic tool by governments in Australia, New Zealand, Malaysia, the UAE, the UK, and the United States. The CMT gathers data that identifies and measures the scope and levels of customer satisfaction with public services. The tool collects and analyses data for all tiers of government, and via all administrative channels: telephone, email, face-to-face or web-based interactions in both single and multiple divisions. The comprehensive nature of the data collection and analysis process produces a valid feedback identifying specific customer drivers and a reliable user perspective of the performances of existing e-service facilities. An Australian organization, Customer Service Benchmarking Australia (CSBA) and CMT developed a related syndicated research tool to investigate and assess the quality of customer experience with Australian local government services. CSBA’s Benchmarking approach is designed to identify transformative opportunities to increase provider performance and stakeholder satisfaction. (https://csba.com.au/wp-content/uploads/2015/10/CMT). According to researchers Alawneh, Al-Refai&Baitha (2013), user satisfaction is the foremost factor in the success of e-government services. The key element of the CMT is the highly validated driver model, which seeks to identify the strongest and most substantial predictors of customer satisfaction by investigating the core features of user experience, identified as timeliness, access, outcome and staff performance. The CMT question bank incorporates over 100 probes that can be utilized to analyse diverse aspects of the service experience. The subsequent complexity of CMT analysis looks at the two concepts of agreement and importance as influential drivers. Agreement and importance scores assist administrations to identify two key features: the prioritization of services, and potential areas of development. Benchmarking of research results provides administrations with the opportunity to compare the findings on their existing services against those of similar or peer jurisdictions by using highly standardized data. Heeks (2008) suggests that benchmarking offers internal or individual benefits, whilst external benefitare achieved for collective users of the study, The rapidly evolving and competitive technological environments of e-governments demandmultiple channels for stakeholders to access and engage with e-services. CMT’s sophisticated facility examines user experiences across each network to ensure the inclusion of complete and comprehensive data for analysis; thereby enabling administrators to accurately map the scope of user engagement. The eight centres of inquiry are the key aspect of the CMT. The Driver Survey examines the motivators behind the use of e-government services according to the extent of stakeholder fulfilment with the administrative services. The extensive and diverse CMT question bank incorporating over100 additional inquiries can be utilized to customize and discriminate the diverse range of administrative services and channels. Cross-analysis of data informs administrations on the relationships between stakeholder satisfaction, frequency of use and other variables that can enhance e-service development. The CMT is sufficiently adaptable to be utilized independently or in conjunction with alternative feedback systems and measures. Yi & Gong (2013) claimed that the versatility of CMT made it a highly effective resource to ascertain and increase stakeholder satisfaction levels (Yi & Gong, 2013).

Ultimately citizens are partners who benefit from the advantages of accessible services. Yi & Gong’s 2013 research reaffirmed that it was not sufficient for customer feedback research tools to simply identify degrees of customer satisfaction. They recognized that it is essential to reveal and correlate that data with areas identified by stakeholders as key drivers as a means tofuelling future strategic planning. It is areas where there is a disparity between customer satisfaction and indications of significant stakeholder’s needs that direct and prioritize resources to effectively improve or develop e-services and thus improve stakeholders’ satisfaction levels. Alawneh et al (2013) suggest that pinpointing stakeholder-identified areas requiring improvement enables administrations to best funnel their limited resources to meet their user needs. Comprehensive data collection on the expectations, observations, fulfilment, significance, and improvement needs of stakeholders can indicate an administration gap and the need for a greater comprehension of stakeholder drivers. Long et al (2013) suggest that the collection of such far-reaching information and statistics underpins informed leadership and the optimum allocation of finite resources.Additionally, international stakeholder needs can be better incorporated. In the event of perceived unreasonable or unachievable stakeholder demands, the data can act as conversation starters and guide negotiations and conciliations between stakeholders (Alawneh, et al, 2013). In conclusion e-government entities are counselled to utilize ongoing customized CMT options to optimize the appropriacy and accuracy of the data collection process and maintain the integrity, reliability and productivity of consumer feedback obtained from data analysis. Informed leadership enhances operational performance, including planning, allocation of resources and implementation, which ultimately empowers users and elevates their engagement and satisfaction with the principles and processes of e-government.

Chapter Summary

The impact of technology on modern society has seen the re-engineering of processes and procedures governing both personal and corporate spheres in both developed and developing nations. The resultant dynamic change in the social, political and economic environments has necessitated a radical refocus by public administrations in order to meet stakeholders’ rapidly evolving needs and expectations. Ultimately, government administrations are called on to devise, develop and deliver seamless and effective user-centric public services which ensure positive perceptions and expectations. The Literature Review encompassed a broad focus on the evolution, implementation and user experiences of e-services with which tocontextualize, explore and appreciate the principal themes of Abu Dhabi’s e-government services. The Literature Review includes the key methodologies used, perceptions of stakeholders, and levels of user satisfaction. The chapter aided in developing an understanding of the issues that could influence the sustainability of Abu Dhabi government institutions in the event that authorities fail to meet citizen expectations. The chapter suggests a theoretical framework with regard to customer satisfaction and perception indicators through the use of CMT tools. The framework develops hypotheses with the goal of increasing the authorities’ levels of understanding of user perspectives and expectations and to assist them in increasing the efficiency of e-services in the region. Based on this, the developed hypotheses for the factors considered are:

H1: Responsiveness influences customers’ satisfaction with e-government

H2: Reliability influences customers’ satisfaction with e-government

H3: Access of facilities influence customers’ satisfaction with e-government

H4: Communication influences customers’ satisfaction with e-government

H5: Cost influences customers’ satisfaction with e-government

The research outlined in the Literature Review has contributed to work on the data collection and analysis processes used in this research. It has further assisted in devising suitable research methodology incorporating the nature of the research set out in the next chapter. This chapter has provided a structure to maintain the flow of work; it has contributed to the identification of gaps existing within the current literatureand articulated the hypotheses to be determined by the data collection and analysis in this research.

Chapter 3: RESEARCH METHODOLOGY

Introduction to the Chapter

This chapter contains an analysis of research methodologies, approaches, strategies, and techniques used to conduct research sufficientto recognise, accumulate and evaluate data related to the proposed research questions of this study. Included is careful evaluation of available methods of research, design, approach, data collection, data analysis; sampling and ethical requirements appropriate to ensure that the selected approaches and procedures optimize a valid and valuable focus to answer the research questions and achieve its stated objectives. The selected approach minimizes the risk of human error in the collection and analyses of data phases.

Research Method

The diversity of research studies enables utilization of multiple applicable methodologies to gain both rich qualitative and quantitative data to fulfil the purpose and objectives of the study. Qualitative and quantitative data provides researchers with opposing perspectives in a study. Qualitative data is a dynamic and negotiated reality that seeks a human behaviour perspective, whilst quantitative data is a fixed and measured approach to establishing facts concerning perceived social phenomena. As dichotomous concepts they necessitate equally opposing methodologies. Qualitative data collection is achieved is subjective and personal, entailing observation and interviews. Analysis of qualitative data is through descriptors and identifying themes. In contrast, quantitative research entails the measuring of phenomena through tools such as surveys to obtain facts and figures that can be analysed for comparisons and inferences and establish statistics. Mackey &Gass (2015) assert that researchers need to employ both methodologies in a study in order to achieve a constructive perspective. Wilst Glesne(2015) states that the purpose of quantitative research is to identify relationships between variables as a means of establishing causality between them and focuses on experimental and co-relational research to understand phenomena. Brinkmann (2014) states that mixed research methodologies, including qualitative, quantitative and action-based research determines more fully accurate, authentic and comprehensive information based on both verified information and subjective accounts

Table 1 presents comparisons of qualitative and quantitative researchmethods (ibid).

This study employed both qualitative and quantitative methodologies to collect data providing descriptions of criteria; deliberations of relationships between dependent and independent variables; and a questionnaire of Abu Dhabi Smart Solutions and Services Authority (ADSSSA) customers to quantitatively evaluate the impact of multiple criteria influencing customer satisfaction levels. A case study, based on the Abu Dhabi Department of Economic Development (ADDED), considers user satisfaction levels with Abu Dhabi e-government services. To best fulfil the research objectives descriptive methodologies were selected to both assist in the collection of quantitative data and in the formation of descriptive analysis (Gast & Ledford, 2014).

Research Design

The selected research design was based on a comprehensive framework and strategy of data collection and analysis methods appropriate to the study. Figure 9 presents the hierarchy of research design, which incorporates the two primary strategies of exploratory and conclusive research design. Exploratory research simply delineates between qualitative and quantitative enquiries. The complexity of conclusive research design delves deeply into multiple distinctions of data. Initially broadly distinguishing between descriptive and causal research. Descriptive research is further categorized by cross-sectional and longitudinal design. Cross-sectional design can yet again be divided into single and multiple cross-sectional designs dependent on the resources and objectives of the study (Neuman & Robson, 2014).

Considering the objectives of this study and the research design hierarchy, a diversified approach to data collection and analysis was selected to evaluate customer satisfaction levels with Abu Dhabi e-government services. The mixed research method, which incorporates both data collection methods: qualitative and quantitative, was selected as the paradigm to best enable the study objectives within the cultural and linguistic context inherent in the study due to the deeply traditional and multicultural nature of stakeholders (Tarone, Gass, & Cohen, 2013). Pragmatism as a framework avoids the single dimension perspective that delineates objective and subjective constructs of the world, but rather allows not only the duality, but also the integration of these previously dichotomous viewpoints. Unlike the single truths of positivism and subjectivism, pragmatism seeks purposeful, meaningful and useful inquiry that not only informs, but also provides benefit to the larger world rather than remains a theoretical body of knowledge existing within a preconceived vacuum. Pragmatism embraces the truth from a both a measurable and an intuitive perspective, whilst placing it in a context of time and space, which more fully represents and reflects research responses (Feilzer, 2010). The initial stage of research seeks to identify, explore, develop and refine the area of research to a specific topic in order to formulate powerful research questions designed to provoke delineations and to establish several hypotheses for testing. Research questions, designed to elicit authentic, reliable and relevant data, in order to formulate a rich body of knowledge for analysis. The research design process demands methodology that identifies the functional variables determining distinctions and relationships between criteria. Kivunja&Kuyini (2017) suggest that the chosen research paradigm defines the philosophical orientation and carries implications for every stage of the research procedures, most essentially the methodologies employed to access and evaluate valid samples to evaluate the research data (Kivunja & Kuyini, 2017; Reynolds, Creemers, Nesselrodt, Shaffer, Stringfield, & Teddlie, 2014) Subsequent phases of the research process focus on the methodology and phenomenology of the study as a means to understand the human experience of the sample cohorts. In keeping with Kivunja&Kuyini’s (2017) theory, phenomenology, broadly defined as contextual and a lived experience, assists in establishing an authentic in-depth focus for a study. Considerations of data collection design and methodology include probing for and sourcing both primary and secondary data to ascertain reliable and relevant data (Jaggar, 2015). The final and critical phase of the non-linear research process involves analysis by categorization and clustering of collected empirical and philosophical data to test the hypotheses and draw verifiable conclusions prior to publication of the research findings. Quantitative data evaluations using statistical techniques and analysis provide one aspect of this stage. Evaluation and interpretation of qualitative data needs to be interpreted within the political and social contexts in order to achieve valid and meaningful analysis (Alvesson & Sköldberg, 2017). To appreciate the complexities of the phenomena of user satisfaction with Abu Dhabi e-government services, mixed research methodologies included the philosophical qualitative approach involving interviews and surveys of e-service users in conjunction with empirical, quantitative questionnaires and the Common Measurement Tool (CMT). A phenomenological case study of the Abu Dhabi Department of Economic Development was undertaken to aid in the creation of a proficient questionnaire for the interview and survey (VanPatten & Williams, 2014).

Research Approach

A research approach is a chosen plan and strategy to conduct each of the different stages of a research project, from data collection, analysis and interpretation, to meet the objectives of a study. It is inherently based on the researcher’s philosophical presumptions, the hypotheses and the design opportunities to implement powerful and appropriate methods to gather, categorize, analyse, and interpret data throughout a research process. Consideration of the philosophical underpinnings, theories and concepts underpinning a study is an essential component of valuable research (Lather & St. Pierre, 2013). The determination of a research approach is based on multiple factors: the nature of the topic or issue being investigated, the cohort involved, the experiences or phenomena being examined and the audience of the findings. The three broad categories of qualitative, quantitative and mixed methods of research each speak to a point of view about the enquiry, however they are ultimately a continuum of the same axis rather than distinct components and each present data progressively according to the methodology (Creswell, 2014). Alvesson & Sköldberg (2017) argue that “knowledge cannot be separted from the knower” (p.1) and that qualititative research has achieved a cedibility previously the domain of empirical studies. In this study, the deductive approach was selected based on forming the hypotheses statements that form the basis of the study and the data is gathered accordingly (VanPatten & Williams, 2014). The exchange of research approach is a fundamental piece of any logical investigation that pays heed to the research problem and scope (Smith, 2015). These essential models would then be able to be utilized and further developed as a part of mixed methods techniques. Meanwhile, transformative mixed methods are a plan that uses a hypothetical focal point drawn from social equity as an overall viewpoint inside an outline that contains both quantitative and subjective information (Brinkmann, 2014). The use of a mixed research methodology in this study provided a combination of qualitative and quantitative data sources, thereby increasing the reliability and validity of the research process (Mackey & Marsden, 2015). Creswell (2009) states that mixed methods of research utilize the strengths of the two traditional approaches; and combined, they are able to address the complexities of social and human science research. He states that a multi-dimensional approach triangulates qualitative and quantitative data sources. Whilst a mixed methodology afforded the study a comprehensive data course, it was through an extensive process of data collection and an equally demanding analysis of numeric and text-based data. The research design firstly established the timing and weighting of the data collection processes in order to identify stakeholder experiences and levels of satisfaction. An emphasis was placed on collection of qualitative data as the initial stage in order to gain contextual responses. Both qualitative and quantitative data were analysed and interpreted at each phase of the research process and the findings imbedded in the conclusion as primary and secondary sources of data to support the research. The research questions and enquiries, the data collection methods and the study participants formed the perspective of the research (Cresswell, 2009).

Data Collection Method

Data collection is the essence of research and its reliability and validity determines the success of a study. The inclusion of mixed data sources, as discussed above, was made for categorization, evaluation and interpretation as a means to achieve the objectives of the study. The sources and techniques of the primary and secondary data collection processes are identified below (Brinkmann, 2014).

Primary Data Collection

Language differences in qualitative studies present one of the major challenges, as there is a risk of the precise meaning of the collected data being compromised or lost. Nes, Abma, Jonsson &Deeg (2010) claim that interpretation of meaning is the core of qualitative research. In their study of the challenges of language translation with Arabic speakers in qualitative research Al-Amer, Ramjan, Glew, Darwish &Salamonson (2016) stress that translation is not merely a direct transfer of messages, it is a highly interpretive process requiring accurate and systematic assessment to capture accurate data through metaphors, connotations, terminologies, etc.Bashiruddin (2013) points out that speech translations, such as in interviews, are particularly vulnerable to misinterpretation as the interactive processinvolves aspects of semantics, such as tone and non-verbal expressions that may be misinterpreted, misunderstood or unrecognized by a translator. The collection of primary data, first-hand information, directly from participants in order to determine specifics of the research subjectbased purely on their opinions and perspectives necessitatesthe use of techniques appropriate to mutual understanding of aspects of the research topic.Thus,primary data collection is a time-consuming and costly methodology for researchers, nevertheless such data provides authenticity to a study (Silverman, 2016). For this research the questionnaires and interviews were designed in Arabic so as to relate to the target population of Abu Dhabi. The services of a professional translator were contracted to assist with the data collection and translation in order to ensure the credibility and integrity of the collected data. The translation process was enriched by the translator’s involvement in both the online survey questionnaires and the actual interview process of managers and government officials. These services are costly however as Nes et al (2010) highlight, the translation process contributes to the validity of the research and to the quality of the transference of the findings. The translation process was enriching and enhanced the process of data analysis. Data collection methods can include questionnaires, interviews, focus groups, project techniques, and in-depth analysis techniques. For this study, primary data was collected via questionnaires and interviews from Abu Dhabi e-users as a primary means of evaluation of the performance and efficiency of the Abu Dhabi Smart Solutions and Services Authority (ADSSSA). Data collection was made via online survey questionnaires distributed to participants. The relevant questionnaire is given in Appendix 3. Interviews conducted with senior management of Abu Dhabi Department of Economic Development (ADDED) provided additional qualitative data to evaluate customer satisfaction levels.

Survey Questionnaire Design

This study utilized a questionnaire to survey, collect and analyse empirical evidence to support or nullify the research hypotheses. The detailed questionnaire, based on eight distinct components of relevant data: demographics, user satisfaction levels, responsiveness, reliability, access and facilities, communication, cost, and user expectations, comprised of eighty questions. Survey responses were measured on the five-point Likert scale that clustered responses from strongly disagree to strongly agree (McCusker & Gunaydin, 2015). The specific purpose of the survey was to assess customer expectations and levels of satisfaction with e-government services in Abu Dhabi. The survey of three hundred and fifty-one Abu Dhabi e-government users was conducted using a CMT based questionnaire with follow-up initiated to maximize the response rate. This questionnaire empirically tested the research hypotheses with the collected quantitative data utilized to explore the relationships between the dependent and independent variables. The data was evaluated using SPSS software and statistical testing to ascertain descriptive statistics, reliability analysis, regression analysis and correlation analysis to test the significance of the research hypotheses. In particular, the use of regression analysis to predict variables based on e-users knowledge of other factors was key in testing the research hypotheses. Regression, specifically the acceptance or rejection of research hypotheses, was established by looking at the analysis of variation (ANOVA) table where the p-value was the determinant of acceptance or rejection of the hypotheses.

Interview Design

Structured interviews, utilizing data from the case study, were conducted in either Arabic or English according to each participant’s choice,to collect primary data. The services of a professional qualified Arabic/English translator were employed to translatequestionsand responses from English to Arabic or vice versa for the interviewees and the interviewers as required.Interviews and questionnaires designed to elicit responses from government officials, executive committee members and employees of e-government initiatives were utilized to probe opinions and perspectives as a means of accessing data that brought pertinent insights to the research. The questionnaire comprised of ten questions relating to e-services being offered by the Abu Dhabi government. Interviews were largely conducted by telephone, and then followed up with confirmation emails. In line with the research focus ten government officialsfrom ADSSSA and eight from ADDED were included as part of the sample group in order to deepen the study’s appreciation and understanding of the Abu Dhabi administration’s perspective on e-services. The identifieddata collection methodologies were chosen as a means of meeting the research objective of identifying the gap between governmental and public sector perspectives of e-government services. Interview responses enabled interpretation and comparisons between opinions provided by e-users with the responses provided by the e-service administrators, thereby significantly increasing the value of the study’s findings (Glesne, 2015; Mackey & Gass, 2015)

Secondary Data Collection

This research is a detailed study of the extent of e-user satisfaction with Abu Dhabi e-–government services and thus includes both primary and secondary data related to the themes of the study. In determining the levels of satisfaction, and in addition to analysis and comparisons of e-user and administration perceptions and expectations, a comprehensive review of relevant academic literature was conducted to more broadly understand existing thought, practice and research on the topic of e-government. Advancements in research on e-government customer satisfaction levels can, in turn, lead to increased efficiency in the provision of e-services in Abu Dhabi (Glesne, 2015; Mackey & Marsden, 2015).

Sampling Method

The sampling method is the parameter that enables researchers to select a suitable population for data collection and analysis, such that it influences the overall research results. It is therefore paramount that collection of data is acutely relevant to the key themes of the study, the research design and research models. Basic sampling methods entail either probability or random sampling, which gives equal opportunity for selection to the entire sample population; as opposed to non-probability or non-random sampling, which requires a specific rationale for the inclusion or exclusion of sample groups of a population. The clear distinctions between these sampling methods highlights the research principles that researchers consider prior to selection of particular and appropriate methodologies and data collection (Smith, 2015; Taherdoost, 2016; Tarone, Gass, & Cohen, 2013). Sampling design identifies the nature and quality of the research framework, the availability of secondary information sources to support primary data, accuracy measures, the detailed analysis of content, and operational concerns related to the undertaken research (Reynolds, et al, 2014; Gast & Ledford, 2014).

Techniques for probability sampling methodology options are set out inTable 2:

This study employed a variety of random sampling methods to conduct data collection via survey, and a specific approval was required for selected administration personnel to engage in interviews. The selected sampling methods enabled the researchers to probe the opinions of Abu Dhabi citizens and government officials and outline strategies to elevate standards of e-services for Abu Dhabi citizens (Alvesson & Sköldberg, 2017; McCusker & Gunaydin, 2015).

Data Analysis Method

Mixed methodology research involves analysing information from both a subjective and objective perspective as a means of gaining a holistic understanding of the research topic by providing insights into the weaknesses of each methodology. Investigation of a research topic utilizing only one perspective produces only one-dimensional findings that clearly limits the insights a study can achieve. Theorists argue that research driven by the utilization of mixed methodologies enables triangulation or overlapping of complementary or controversial findings which advance, develop or enrich the research findings (Smith, 2015; Neuman & Robson, 2014). Cohen and Manion (2007) claim that triangulation enables multiple perspectives of a study in order to reveal the complexities of humanity and behaviours. Examination of subjective or qualitative research can be scrutinized either simultaneously or consecutively to the analysis of objective or quantitative data harvested from the same study. The process of examination, investigation and assessment of data from multiple sources and perspectives is now viewed as rudimentary leadership in research contexts (Alvesson & Sköldberg, 2017; McCusker & Gunaydin, 2015). In this study the analysis of quantitative data was conducted using statistical testing of SPSS Version 20. The following and the objective or quantitative data tests were performed in order to reach the final conclusions pertaining to the collected survey data:

Frequency Tables and Pie Charts: using Frequency tables were generated as a means of representing the frequency of individual research responses. Each research enquiry was rated on a Likert scale as previously outlined. Categorized responses enable the determination of the number or proportion of surveyed participants who agreed or disagreed with specific statements and demonstrate the frequency percentages of each response.

Descriptive Statistics: Summary statistics were calculated with a focus on the key measures of central tendencies: mean, median, mode and on the measures of dispersion: standard deviation, variance and range). Qualitative research achieved a legitimacy previously the domain of empirical studies.

Reliability Analysis: Performed by computing the Cronbach alpha through which the reliability of the responses was measured to reach final conclusions. A result greater than 0.60 alpha value was considered acceptable.

Correlation: Pearson’s bivariate correlation test was performed to examine the strength and direction of the relationship between each dependent and independent variable of the study and examination of the impact of variables on each other.

Regression Analysis: This test was performed as means of testing the research hypotheses by determining the relationships between two variables and their impact on each other.

Information examination of qualitative data, utilizing a range of statistical methods, assisted in drawing conclusions from the amassed statistical information. Investigation of subjective research involves understanding and portraying concepts, events and phenomena statistically, in order to understand the implications. Most simply, it entails the examination of primary and secondary data by naming and coding concepts as a means of identifying perceived similarities and contrasts (Brinkmann, 2014; Neuman & Robson, 2014). Through the use of the survey tool, opinions, perspectives, interpretations of Abu Dhabi e-users were gathered and statistically analysed using SPSS and interpreted. The thematic analysis was coded to allow individual responses to be analysed and interpreted effectively and efficiently. This method of data analysis was used for information gathered through the following methods: meetings; centre gatherings; perceptions, narrative examination. Content analysis methodology was used for the categorization of verbal or behavioural information analysis of motivations, summarization, and organization (Tarone, Gass, & Cohen, 2013; Reynolds, et al, 2014).

Content analysis can be divided into two levels:

Essential level or the show level, which is an illustrative record of all information, including disclosed information, without remarks or hypotheses in the matter of why or how.

Huge amount or inactive level of examination; which in contrast is an interpretive investigation concerned with reactions and or deductions and or suggestions.

The content examination phase includes two broad stages: coding and arranging information, referred to as sorting and ordering; and the point of setting the investigation so as to understand the information gathered and to feature the essential tendencies, highlights or discoveries (Jaggar, 2015; Mackey & Marsden, 2015).

Research Ethics

The nature of this study necessitated the inclusion of key areas of ethical concern: competence, confidentiality, informed consent, and conflict of interests, to be considered in the collection and data analysis processes to avoid legal or ethical issues impacting this research findings or further investigation on the topic. Application for ethicsapproval is included with in appendix 4.

Competence - The goal of this research was to collect and analyse data to increase understanding of the topic and the hypotheses. The researcher was responsible for maintaining the competencies of all collected data from both primary and secondary sources and to avoid issues concerning the credibility of the research data (Lather & St. Pierre, 2013).

Confidentiality and Informed Consent –Working with primary data collection necessitates that researchers to gain the trust of questionnaire and interview participants and provide them with a commitment to confidentiality and security of the information provided by participants (Alvesson & Sköldberg, 2017; Lather & St. Pierre, 2013).

Conflict of Interest – Consideration of any conflict of interest for either the researcher or participants during the course of the research process arising from their duties or obligations in the interview and, or the questionnaire processes. Researchers have a responsibility to protect the interests of interviewees by considering potential areas of conflict for participants by bearing in mind their best interests or issues that could potentially lead to biased opinions or responses.

Consideration for all ethical and or moral values associated with the research is essential to ensure adherence to all professional research standards and approaches of reporting, credits, and plagiarism in order to protect the researcher from present or future ethical or legal issues. Focus on the code of ethical practices ensures the statement of principles and procedures is followed according to the ethical guidelines (Gast & Ledford, 2014; McCusker & Gunaydin, 2015). Adherence to the code of conduct allows researchers to avoid issues by considering issues that might affect the research over any ethical concern (Alvesson & Sköldberg, 2017).

Chapter Summary

The detailed analysis outlined above has discussed the relevant research techniques and models used to capture the humanity of participant responses whilst avoiding human error and identifying the benefits and limitations of the different research models available. The research techniques employed achieved the desired focus of the study whilst eliminating the risk of gaps in the data collection and analysis processes. It was essential to maintain focus on the outlined approach in order to ensure appropriate selection and analysis of data relating to the main theme of the study. The utilization of mixed methodologies for the collection of primary and secondary data in this study enabled the complexities of qualitative responses to be correlated with definitive values of quantitative models. Both random and non-random sampling techniques were considered in conducting online surveys and interviews with Abu Dhabi online customers in order to formulate strategies and gather opinions and perspectives on how to improve e-services to meet their expectations. Research ethics were considered so as to eliminate issues with the research conclusions.

Chapter 4: DATA ANALYSIS & RESULTS

Introduction to the Chapter

This section presents the tabled results of the research and a discussion of the analysis of the data. The five formulated hypotheses of the study were initially analysed using the ordinary least square regression method to estimate the unknown parameters. The characteristics of the amassed data have been descriptively presented using basic frequencies and percentages. The survey instrument analysis was categorized into two categories: the demographics and the survey questionnaire. The demographics comprised of age, access, online interface, education level, computer literacy, and the type of transaction used to use e-government services. The main questionnaire was made up of five main constructs, namely: Responsiveness, Reliability, Access and Facilities, Communications, and Costs.

Demographic Statistics

The demographics variables are presented in Table 3.E-government services were reported to be accessed 37 per cent via the website and 63 per cent via mobile applications. This clear preference by users to access e-government services via mobile phones could possibly be attributed to the high percentage of UAE residents to own and utilize smart phones. Research results indicated 55.6 per cent of e-users were male while female e-users represented only 44.4 per cent of total participants, showing a slight majority of male respondents. The majority of survey respondents were aged over 31 years of age, with 37 per cent aged over 36 years and 33.3 per cent aged between 31-35 years old. Only 11.1 per cent of respondents were aged less than 25 years of age. Educational levels of respondents were likewise surveyed, and the findings showed that 48.1 per cent of respondents held a Bachelor degree whilst 40.7 held a Master degree, with only 0.9 per cent of respondents registering a secondary level or lower level of education. Computer literacy skill levels were investigated to determine between professional and advanced levels. 85.2 per cent of respondents indicated advanced level computer literacy skills while 14.8 per cent identified with professional skill levels. The final demographic factor survey was the type of transaction respondents had with e-government services. The results showed that 97.3 per cent of respondents were using e-government services for their own personal transactions, while only 3.7 per cent were using e-service transactions on behalf of clients. The sample size of this research totalled 351 respondents with the interpretation of the significance of the hypotheses based on the signage on the beta estimate values of the findings of Ordinary Least Square regression method, and the p values obtained. This study placed emphasis on testing the five hypotheses of responsiveness on customer satisfaction levels (H1), reliability on customer satisfaction levels (H2), Access of facilities on customer satisfaction levels (H3), communication on customer satisfaction levels (H4), and costs on customer satisfaction levels (H5).

Cronbach’s Alpha Reliability Testing

Preliminary statistics are critical to all research in obtaining an overview to guide researchers on the basic patterns and characteristics emerging from the collected data. This survey instrument was developed using the 5-point Likert scale to examine the reliability of the five constructed items to be tested. The study contained six constructs that were to be fit in the Ordinary Least Square regression model where each construct was made up of multiple items: satisfaction was tested in 8 items, responsiveness in 8 items, reliability in 9 items, Access of facilities in 9 items, communication in 9 items, and cost in 9 items. Consideration was given to incorporating customer expectations in the study and three additional items were included. SPSS version 22 was used to investigate the Cronbach’s Alpha reliability for each constructed item being researched. Cronbach’s Alpha and items based on total correlation are generally used to investigate the reliability of data by assessing the consistency of the data between respondents. Harby, Qahwajim, and Kamala (2010, p. 44) suggest that measurement items need to be correlated with each item in the model if they are to be independent measures. The minimum threshold for the item loading to be retained for final analysis was set at 0.5, whilst the minimum threshold set for the overall Cronbach’s Alpha was set at 0.70 as recommended in the study conducted by Nunnally (1978). Items that failed to meet the minimum threshold set on the item loadings were deleted from the final model. These items were: responsiveness_24, responsiveness_29, reliability_33, access and facilities_45, access and facilities_52, communications_57, communication_58, cost _69, as is shown in Table 4. The removal of these seven items resulted an improvement in the item loadings and the Cronbach’s Alpha as shown in Table 5. These findings were used in the final analysis using Ordinary Least Square regression method.

Composite Estimates

The approved items were subsequently converted into composite scores to establish the six required core constructs of the study. Satisfaction levels were then identified as the dependent variable in the analysis, while the five key independent variables of responsiveness, reliability, access and facilities, communication, and costs were used as predictors. Costs showed the highest mean of 3.912, while satisfaction showed the lowest score of 3.750. Additional findings on the mean of the composite scores can be identified in Table 6. The items used in the survey instruments are ordinal in nature as they were developed using a 5-point Likert scale. Upon conversion to composite scores they became scaled factors or numerical values and thus can be estimated using the mean and the standard deviation.

The composite scores were subsequently assessed for higher and or unusual correlations. Highly correlated items cause collected data to appear to be suffering from redundancy. Pearson’s correlation was used to investigate the six constructs and close observation of the findings shows that the constructs were not highly correlated and were therefore found to be worthy of further analysis as shown inTable 7. The p values were estimated at 95 per cent confidence levels. Double asterisks were used to indicate the significant correlations. It is important to note that only the interactions between cost and satisfaction levels produced a negative correlation. All other analysis of interactions gave positive correlations. A negative correlation indicated increased costs and decreased satisfaction levels and vice versa. The remaining positive correlations showed that as one variable increased, other variables also increased.

For results to be deemed credible investigation of the R-Squared value in the model is required. The R-Squared value explains the variances that predictors in the model can account for. The adjusted R-Squared value on the ordinary least square regression model shows the predictors of costs, reliability, access and facilities, communication, and responsiveness) account for 65.3 percent on user satisfaction levels of e-Government services in UAE as shown on Table 8.

Ordinary Least Square (OLS) Findings

Ordinary Least Squares (OLS) regression is used as a means of examining the relationship between two or more interval or ratio variables, however as. It assumes a linear relationship between the two variables; it is not a suitable tool when the data is non-linear. In linear relationships, one variable can be used to predict the other variable, however, OLS cannot be directly performed using SPSS, but rather a programmed syntax is used to compute OLS to establish an estimate of the effect of the interaction between the variables under investigation. OLS has the ability to investigate a moderated interaction relationship by inclusion of an independent variable as a predictor in the model (Hayes & Matthes, 2009). Moutinho and Hutcheson (2011) claim OLS is a general linear modelling technique applicable with single, multiple and or categorical explanatory response variables minimally recorded on an interval scale and noted that the relationships between the dependent and the independent variables in OLS are always estimated using an equation of the best fit and the regression coefficients (Beta estimate that indicates the slope of the line being estimated). Hutcheson and Sofroniou (1999) describe OLS as a powerful and relatively easy to use analytical method to check model assumptions of linearity and constant variance. OLS allows the investigation of the effects of outliers using simple graphical methods. The OLS analytical approach, just like any other mathematical approach, contains disadvantages. ClockBackward (2009) identified the ordinary least square regression approach as having six essential limitations: outliers, non-linearities, the inclusion of an excess of variables, a dependence amongst variables, inaccurate choice of error function known as collinearity and unequal training point variances known as heteroskedasticity. The data used in this study had predictors that were ordinal in nature and therefore required the investigation of each of the above problems to ensure the variables of satisfaction, responsiveness, reliability, access and facilities, communication, and costs were appropriate for OLS regression analysis. The assessment of these problems was investigated using SPSS.

Outliers

Investigation of the outliers in the dataset entailed plotting histogram graphs to establish the normal curves to reveal the data for each of the six constructs were normal and not suffering from inordinate outliers. It was noted that the data for two variables: responsiveness and communications were slightly skewed to the right. Refer to Figures 1-6 in appendix 1.

Non-Linearity

Plotting the normal Q-Q plots for each regressed variable tested for non-linearity of the data. The regression lines on the variables of responsiveness, reliability, access and facilities, and communications showed positive regression lines. Refer to Figures 7-13 in appendix 2. The data indicated minimal deviation in the relationship between the constructs of the dependent variable and the five predictors used in the dataset.

Excess Variables

ClockBackward (2009) suggest that the inclusion of too many independent variables in an OLS model leads to significant difficulties and possible failure of the least square algorithm. It is therefore essential to include in the equation only core independent variables that act as predictors based on the literature review. In this study only one dependent variable and five predictors were used.

Dependence

Dependence of the variables was investigated by performing Pearson’s correlation, which revealed that there were weak correlations and that issues of multi-collinearity, which were further investigated, did not significantly affect the data examined using the Variance Inflation Factor.

Heteroskedasticity

Heteroscedasticity refers to the collection of random statistical variables. Both the unstandardized and standardized values for the residuals and the predicted values were saved for heteroscedasticity tests. The heteroscedasticity was determined by plotting the standardized residual values (ZRESID) against the standardized predicted values (ZPRED). The scatter plot indicated only random scattered values and thus no heteroscedasticity. In the case of clustered values forming a funnel shape, the variables would be deemed to have suffered from heteroscedasticity.

Collinearity Statistics

The tolerance and the Variance Inflation Factors (VIF) of the model were estimated to ensure that the model used in the Ordinary Least Square regression analysis produced acceptable results. The VIF was documented as the preferred measure for investigating collinearity. A VIF value exceeding 5 indicates that the data suffers from multicollinearity sand therefore a source of concern leading to scrutiny using the values of Pearson’s correlation. The data that was collected for this study did not indicate any issues with multicollinearity as observed on Table 10Therefore, no further tests were warranted to investigate further the fit of the data that was used in the final analysis. On verification that the data passed the aforementioned analysis, the parameter estimates for the Ordinary Least Square (OLS) were computed to fit their coefficients into an OLS equation. Table 10 shows the standardized Beta estimates in the final model. The t statistics for Responsiveness, Reliability, Access and Facilities, Communications, and Costs were greater than 1.96, and thus a good indication that the significant p values obtained were very credible. Access of facilities had an insignificant effect on Customer Satisfaction. However, Responsiveness and Reliability had significant and positive effects on Customer Satisfaction, while Costs and Communications had significant and negative effects on Customer Satisfaction. On verifying that the data had passed the above stated problems, the parameter estimates for the Ordinary Least Square (OLS) were computed to fit their coefficients into an OLS equation. Table 10 shows the standardized Beta estimates in the final model. The t statistics for the variables of responsiveness, reliability, access and facilities, communications, and costs were greater than 1.96, and thus a firm indication that the significant p values obtained were highly credible. Access of facilities showed the least significant impact on customer satisfaction levels. In comparison the variables of responsiveness and reliability showed the greatest significant positive impact on customer satisfaction levels, whilst the variables of costs and communications showed significant negative impacts on customer satisfaction levels. Ordinary Least Square regression analysis was performed to determine and test the effects of the variables of responsiveness, reliability, access and facilities, communication, and costs on customer satisfaction levels as independent variables; and customer satisfaction as dependent variables. Ordinary Least Square regression could not be computed directly using 2013 IBM software therefore a syntax program in SPSS was used to perform the Ordinary Least Square regression. All predictors were significant, apart from access and facilities, as shown on Table 9, which indicate the values of the F statistics, affect scores for the interaction between the dependent and the predictor variables.

The significant F statistics were used to test the stated five hypotheses in the current study.

The findings are interpreted as follows:

Responsiveness F (1, 5) = 72.72; P < .001,

Reliability F (1, 5) = 72.72; P < .001,

Communication F (1, 5) = 72.72; P < .001,

Cost F (1, 5) = 72.72; P = .002

All results are indications of highly significant impacts with the variable of Access of facilities being the only predictor that had an insignificant interaction effect on customer satisfaction levels. Following interacting all five constructs with customers satisfaction the research findings were significant F (1, 5) = 72.72; P < .001. Communication had the highest individual variance in the model contributing 12.3 per cent, while costs contributed the least impact at 0.1 per cent. Overall, the model was able to account for 65.8 per cent of the variance explained by the Ordinary Least Square model.

The parameter estimates for the Ordinary Least Square were computed to fit their coefficients into an equation. Table 10 shows the standardized Beta estimates in the final model. The t statistics for responsiveness, reliability, communication, and costs were all greater than 1.96, and thus a good indication that their significant p values were very credible. Multicollinearity was investigated using Variance Inflation Factor on Table 10 and correlation analysis as shown on Table 11.Variance Inflation Factor is the degree by which the standard error has been increased due to the presence of multicollinearity in predictors. When the effect of multicollinearity increases, the parameter estimation, the total variance explained in the model decreases. Hair, Ringle, and Sarstedt (2011) stated that the Variance Inflation Factor value should be less than 5. Therefore, the Variance Inflation Factor for the ordinary least square model in the current did not have any construct which was above the threshold of 5.

Therefore, the equation below based on Table 10 can be used to estimate the effect of the variables of responsiveness, reliability, access and facilities, communications and costs on customer satisfaction levels on e-government services.

Equation 1: Ordinary Least Square Regression Equation used in the study.

Customer Satisfaction= β1+ β2*Responsiveness+ β3*Reliability+ β4*Access & Facilities+ β5*Communications+ β6*costs+ ɛ

Customer Satisfaction= 1.768+ 0.561*Responsiveness+ 0.539*Reliability+ 0.033*Access & Facilities- 0.499*Communications- 0.108*costs+ ɛ

Thus, in the following section, the final model that was considered fit was used to test the five formulated hypotheses.

Hypotheses Testing

The five hypotheses were interpreted using the significance of their effect on customer satisfaction.

H1: Responsiveness significantly influences customers’ satisfaction towards e-government.

The finding on Responsiveness F (1, 5) = 72.72; p< .001 was significant and thus prompting the retention of the null hypotheses. Thus, it was concluded that responsiveness will significantly influence customers’ satisfaction towards the use of e-Government in Abu Dhabi.

H2: Reliability significantly influences customers’ satisfaction towards e-government.

The finding on Reliability F (1, 5) = 72.72; p < .001 was significant and thus prompting the retention of the null hypotheses. Thus, it was concluded that reliability of e-government services will significantly influence customer’s satisfaction in Abu Dhabi.

H3: Access of facilities significantly influences customers’ satisfaction towards e-government.

The finding on Access of facilities F (1, 5) = 72.72; p = .395 was insignificant. This led to the rejection of the null hypotheses and concluding that Access of facilities will not significantly influence customers’ satisfaction towards the use of e-government services in Abu Dhabi.

H4: Communication significantly influences customers’ satisfaction towards e-government.

The finding on Communication F (1, 5) = 72.72; p< .001 was significant and thus prompting the retention of the null hypotheses. Thus, it was concluded that communication of e-government services will significantly influence customer’s satisfaction in Abu Dhabi.

H5: Costs significantly influence customers’ satisfaction towards e-government.

The finding on Costs F (1, 5) = 72.72; p < .001 was significant and thus prompting the retention of the null hypotheses. Thus, it was concluded that cost of e-government services will significantly influence customer’s satisfaction in Abu Dhabi.

The Role of Demographics on the Influence of the Hypotheses

Demographic variables are very important in studying the market niche and can be used in determining the target market for new products. In the current study, the Interface used in accessing e-Government services, Gender, Age, Educational level, Computer literacy, and Type of transaction were chosen as the demographic variables. Data was first segregated by gender, that is, male and female. Only the findings with significant effects were presented. The data on the demographics follows that same ordinary least square regression method, but the comparative interpretation was based on the Standardized beta estimates. Beta estimates can show the likelihood of a certain group being much significant than its comparative partner.

Gender

The descriptive statistics on gender was determined separately based on male and female besides the five main constructs in the study. Among the male, access and facilities, and costs had the highest mean at 3.93, while satisfaction had the least at 3.72. Among the female, cost had the highest value at 3.90, while satisfaction had the least at 3.68 Table 12. A closer observation on the explained variances for both genders suggests their values were high, with males at 70.7 per cent and female 74.7 per cent. This indicates that both genders were able to account for a higher figure of the explained variance on the Ordinary Least Square regression model Table 12.All the constructs on male were significant at 95 per cent confident level. The findings on female had mixed values both significant and insignificant values on the constructs as shown in Table 12. The findings on females show that Responsiveness was the only significant construct, while Reliability, Access and Facilities, Costs, and Communications were all insignificant. This prompted a keen investigation on the differences on the beta estimates between the two genders as shown in Table 12.Female were (β = .750; p < .001) significantly more likely to acknowledge that Responsiveness will significantly influence Customer Satisfaction on e-Government services in Abu Dhabi compared with male (β = .282; p < .001). Thus, it was concluded that females are more likely to believe that Responsiveness is going to positively influence their Customer Satisfaction on the adoption and use of e-government services in Abu Dhabi. Reliability was significant (β = .412; p < .001) only on males, meaning that they were highly likely to associate influence of reliability on customer satisfaction compared with females (β = .195; p = .261). Access of facility was likely to significantly (β = .321; p < .001) influence Customer Satisfaction positively among the males compared with the females who felt that Access of facilities would negatively (β = -.074; p = .126) influence Customer Satisfaction on the use of e-Government services although their findings were not significant. The influence of Communications on Customer Satisfaction was found to have a negative effect on both gender, that is male (β = -.507; p < .001) and female (β = -.088; p = .624). This meant that males were more likely to feel that Communication would significantly influence Customer Satisfaction negatively compared with their female counterparts. Lastly, costs were found to have a negative influence on Customer Satisfaction on males (β = -.507; p < .001) compared with females (β = -.088; p = .624). This meant that Costs were more likely to significantly influence customer satisfaction negatively in Abu Dhabi among males compared with females.

Interface used to Access e-government Services

Abu Dhabi citizens have access to e-government services using multiple platforms. This study investigated mobiles phones and websites as the two primary interfaces that citizens used to access e-government services. The data on each interface is categorical in nature and thus responses were categorized as either mobile phone or websites.

Among website users, communication produced the highest mean of 4.04; whilst in contrast the lowest variable was satisfaction at 3.66. Mobile phone e-users indicated the highest mean score of 3.97 for costs; whilst the least mean score of 3.80 was for the variable of satisfaction. The full results are shown in Table 16The standardised beta estimates were then computed to compare the odds ratios between mobile phone e-users and website e-users. All mobile e-users produced significant effects on all of the constructs that were under investigation. In comparison website e-users indicated significant readings for only access variables. The influence of the variable of responsiveness on customer satisfaction levels was found to have a stronger positive effect on the website users (β = -.333; p < .001) compared to mobile e-users (β = -.088; p = .624). These findings indicate that website e-users were more influenced by responsiveness as a factor in customer satisfaction compared to mobile e-service users. The influence of the variable of reliability on customer satisfaction was found to have had the strongest positive impact on website e-users (β = .728; p < .001) in comparison with mobile e-users (β = -074; p < .001). This result indicates that website e-users are more likely to be influenced by reliability on customer satisfaction in comparison to mobile e-users. Access of facilities had the greatest significance on customer satisfaction levels amongst mobile e-users, with little or no impact on website e-users (β = .080; p < .001). Communication was found to have a greater positive and significant impact on customer satisfaction levels of website e-users in comparison with mobile e-users (β = .210; p = .004; β = .095; p < .001). The impact of costs on customer satisfaction levels was significantly stronger and more positive among website e-users (β = .292; p < .001) in comparison with mobile e-users (β = -.384; p < .001). See Table 17for more statistics. The remaining demographic variables showed minimal findings worthy of reporting.

Conclusion

Chapter four has reviewed the data analysis undertaken in this study utilizing the Ordinary Least Square regression method. It is vital to restate that this e-Government study was designed to investigate user satisfaction levels with Abu Dhabi e-Government services. Customer satisfaction was the primary dependent variable explored, while responsiveness; reliability, access and facilities, communication and cost were chosen as the key predictors. Five hypotheses were formulated and investigated for this study; responsiveness on customer satisfaction (H1); reliability on customer satisfaction (H2); Access of facilities on customer satisfaction (H3); communication on customer satisfaction (H4); and costs on customer satisfaction (H5). Investigation of these five hypotheses led to hypotheses H3 being rejected because it failed to show significant p value. The research findings have been presented in table formats as descriptive demographics and statistics, the model summary, the ordinary least square regression (ANOVA), and the parameter estimate for the beta coefficients. The R-squared value for the ordinary least square model was able to explain a variance of 65.8 per cent, which indicates that the responsiveness, reliability, access and facilities, communication, and cost variables were able to account for 65.3 per cent of the variation in the ordinary least square model. The remaining 34.7 per cent of variations could be accounted for using other external factors that were beyond the current study. A comparative analysis using gender and access interfaces provided highly informative insights into demographic variables regarding customer satisfaction levels with e-government services in Abu Dhabi. Reliability, access and facilities, communications and costs showed considerably more significant impact on male e-users in comparison with female e-users. The major impact on customer satisfaction levels of male e-users was responsiveness. The access interfaces of responsiveness, reliability, communication, and costs had the most significant impacts on customer satisfaction levels among website e-users in comparison with the mobile e-users. The variable of Access of facilities had the greatest impact on e-users who accessed e-government services via mobile phones.

Chapter 5: INTERVIEW RESULTS, ANALYSIS AND CONCLUSIONS

Introduction to the chapter

E-government is a modern, technological innovation assessed in terms of user satisfaction. The object of this study is to provide insights into the key aspects and factors that decide consumer satisfaction levels with e-services. The study embraces a mixed methodological approach by embedding surveys of and interviews with both users and providers of Abu Dhabi e-services. Ten interview participants from the Abu Dhabi Smart Solution and Service Authority (ADSSSA) and eight participants from the Abu Dhabi Department of Economic Development (ADDED) shared their estimations of consumer satisfaction levels with available e-services. The literature review determined the factors of reliability, usability, quality, accessibility and timeliness as key influences in determining consumer satisfaction with e-services. A review of the Canadian Model indicated that consumer expectations of e-governments necessitates the provision of tools, programs and software that can easily be accessed by the general public. Affordability has been identified as a key factor requiring consideration by administrations intending to offer e-government services. Both male and female participant responses showed a significant association with the variables of cost, communication, accessibility, reliability and responsiveness as factors enhancing their levels of satisfaction with e-services offered by the Abu Dhabi government. Interview respondents reported that increased awareness of how to access and use e-government services would significantly enhance levels of e-user satisfaction. This chapter presents the results obtained from interviews conducted with administration employees working in two key government organizations, ADDED and ADSSSA. The results, which are presented in tables and descriptions, examine the core issues of this research.

Interview Analysis

This chapter presents the results of the analysis of interviews conducted with employees working in two key Abu Dhabi administrative departments, ADDED and ADSSSA. The results are presented using tables and descriptions to examine the research questions explored in this research. Presented here in sections is the analysis of eighteen interview transcripts conducted with eight employees of the Abu Dhabi Department of Economic Development (ADDED) and ten employees of the Abu Dhabi Smart Solutions and Services Authority (ADSSSA).

5.2.1 Interview Analysis of Abu Dhabi Smart Solution and Service Authority (ADSSSA)

Table 18 presents the analysis of interview responses from ten employees holding a range of degrees, positions, and levels of experiences in the Abu Dhabi Smart Solution and Service Authority (ADSSSA). The analysis of the responses is given below: In response to questions concerning an understanding of the overall practices of the ADSSSA services in Abu Dhabi respondent numbers 1, 3 and 9 agreed that ADSSSA is currently mandated to provide services to two main customer segments: the first is concerned with government entity related services consisting of technology solutions, such as CRM, infrastructure, networks and connectivity and advisory services and guidelines. The second is concerned with Abu Dhabi constituents, including residents, visitors, and corporations. In contrast, respondent numbers 2, 4, 6 and 8’s revealed that ADSSSA provides digital channels for constituents to access government services, information and data. At the time of this enquiry these channels comprised of websites, apps and a contact centre with future plans to unify all government channels under a single platform with an Omni-Channel Philosophy. The remaining participants considered that the fundamental work of ADSSSA was to closely collaborate with all Abu Dhabi government entities to develop and improve technological advancement and systems to advance overall performance of the government services sector. Respondent number 5stated, “most of the offerings are channels more than the simple sense of services, it is best looked at as a hub connecting existing government services and optimizing it for the citizens through the established channels."On the basis of the above responses, it is understood that the interviewees were detailed and clear about the practices of ADSSSA. When discussing services and facilities provided by ADSSSA, respondents 3, 4, 7 and 10 claimed that ADSSSA was currently responsible for the provision of a unified Omni-channel to constituents. These channels consist of a network of websites, apps and access to a contact centre and the customer service centres each designed to support consumers and deliver reliable, secure, high-quality e-services. Through this network, it is anticipated that constituents will have a single access point to a full range of Abu Dhabi e-government services. In addition, respondents 1, 2, and 8 alleged that current e-service channels co-exist with supplementary government entities designed to assist in the complete migration of all government entities and their services to the unified e-service channels. Respondent number 1 stated “this target is expected to take up to three years to achieve. At this time, the unified channels offer constituents with information about Abu Dhabi government and their services.” In summary it was ascertained that ADSSSA is currently engaged in providing either online facilities to activate e-service on dedicated channels or is effectively directing consumers to the physical or electronic locations where they can access secure e-service initiatives. Respondent number 9 claimed that most of ADDED’s work currently revolves around providing Abu Dhabi administrations with optimization procedures and processes through technological support for both business to business and business to consumer practices. This research indicated that ADSSSA is effectively delivering diverse and multiple e-services designed to provide and support the Abu Dhabi public during the transition phase of e-service development. In addition to the above findings respondent numbers1, 2, 4, 6 and 10 shared the view that the concept of continual improvement is the foundation for survival in the e-service industry. The same opinion was reflected by ADSSSA and the e-services provided through their networks. Whilst the research found there is considerable room to enhance the effectiveness and efficiency of these services there was a clear recognition of the need to improve e-services in order to increase the current levels of consumer satisfaction. One respondent stated, “… such effort is expected to happen on two fronts. The first is in terms of ease of use, customer experience, responsiveness, personalization, information architecture, information quality and availability. The second front would be on working closely with government entities to re-engineer their services, reduce steps and requirements, integrate with other government services, increase proactivity and improve internal procedures.” Other respondents acknowledged that at the current stage of their development the level of consumer satisfaction with ADSSSA networks and e-government services is only mediocre. Despite ADSSSA failing to recognize Abu Dhabi government entities as customers, there have been numerous alternative surveys conducted by e-government outlets designed to assess the performance of the work being conducted which have found the levels of consumer satisfaction with existing e-services to be of similar level as this research. When analysing the factor of responsiveness of the ADSSSA services respondent numbers 3, 4, 6 and 10 made similar observations that there is continual improvement to the services across all channels to improve the response times and additions of new features, such as introduction of artificial intelligence, Bot and Co-bot facilities to support emerging consumer needs. In support of this observation respondent number 5advised that “… one of ADSSSA’s main objectives was to connect government entities with the public in a consolidated manner through the platforms of the Abu Dhabi Portal, 800555 Shared Government Customer Relationship Management and CRM, and therefore they are highly responsive to public and government entity needs.”. This claim indicates that e-service providers are prompt and responsive to the needs of consumers seeking support or service. All other research participants provided similar sentiments regarding the responsiveness of the administrations e-services.

The majority of surveyed respondents indicated that the factor of reliability of ADSSSA services was adequately maintained by providing consistent levels of service agreement. For example, in CRM the process of undertaking a case raised by consumers was evidently transparent and consistent with each case raised. Respondent number 7 emphasized the administration’s commitment to reliability with the comment “this level of consistency is needed for all nods of the process to work at the same level so as to provide a comprehensive and complete service.” Other respondents indicated that reliability of e-services was maintained through the design of services based on consumer needs and in close alignment with international best practices. With reference to analysis of responses to enquiries concerning user access to facilities offered by ADSSSA, interviewee numbers 1, 5, 6, 9 and 10 reported that until the end of 2017 only digital service channels of mobile, website, online chat, social media platforms and telephone access were provided by ADSSSA. Commencing in February 2018 ADSSSA launched its first one-stop shop, referred to as TAMM, an Arabic word meaning “comprehensive”, as the initial stage of its proposed single portal platform to access all e-services. Currently TAMM provides an integrated option to streamline consumer engagement with eighty e-services. It is expected that the range of services available through TAMM will eliminate the need for the existing one hundred and forty websites offering consumer services and information. It can clearly be concluded that access to services has widened dramatically and will continue to do so through to 2020. Interview respondent number 10 stated “… the facilities provided by ADSSSA are minimal and are constrained by nature, as only government entities can use them in specific timings, like training.” The 800555 service is the initial consumer contact centre for e-services, which can be accessed via the telephone 24/7 and has been the primary access for e-service support in Abu Dhabi. This service will be phased out once the implementation of TAMM is complete. Maintaining communication with consumers currently involves multiple facets. One respondent referred to workshops and seminars; other respondents suggested that statistics indicated that communication with consumers has best been maintained through government service assessments and the government contact centre. The remaining research participants affirmed that communication between government organizations and consumers is most effectively maintained through regular public meetings, workshops and annual events such as the Gitex Exhibition. One interview respondent purported that “…for citizens benefiting from enabled services, communication is ensured through the various channels, such as the Abu Dhabi government contact centre, which allows tracking of existing cases, instant chatting, which is now available around the clock and with access to online submission forms.” The majority of the respondents claimed that ADSSSA had an effective cost structure. One respondent stated, “… after the implementation of the Value-Based Budget in ADSSSA by 2016, ADSSSA currently measures the costs of all of its service transactions, yet the cost is based on transaction types and not on citizen/beneficiaries type.” Several respondents gave negative responses regarding the current cost structure and suggested that it is ineffective due to a dependency on external operators, thereby significantly increasing operational and developmental costs. Respondents argued that as the number of e-services is ever increasing, it is essential to develop internal capabilities that will result in a more controlled service environment and a more effective and controlled cost structure. Four respondent statements pertaining to the expectations of consumers of e-services claimed that the latest benchmarking studies and the implementation of ADSSSA’s One Stop Shop model clearly indicated that consumers demand e-services for diverse purposes, such as limiting commuting time and seeking conveniently located and integrated services. Respondents claimed that consumers were clear in their requirements, including advances access to information and less paperwork throughout all government documentation and data exchange requirements and an expectation to receive services in optimum timeframes, with security and efficiency. The responses of the remaining participants were similar, with one repeating a consumer comment “… listen to my feedback”, meaning that consumers expect their feedback to be heard and acted on accordingly. A majority of the ADDED interviewees stated that their organization deserved to be recognized for its ground-breaking work and futuristic trends with global partner analysis as the means of increasing the consumer-focus of their services. Interviewees agreed that the scope of e-services being provided needs to be magnified by increasing services past those that merely meet current consumer or administration needs, but rather the development of initiatives that accelerate productivity. Respondent number 3 said “…for example, the latest trends revealed that in the upcoming years, many services will be conducted by AI, there will be an increased reliance on robotics, and cyber-attacks will increase at exponential rates”. By streamlining the business processes of e-services and transforming them into simplified stages, it is anticipated that a larger percentage of e-users will be able to more readily access e-services with fewer clicks, thereby increasing both user participation and administrative engagement. Achievement of this objective requires strong collaboration between entities to develop innovative products and processes with consumer-friendly solutions exploiting agile methodologies and technologies.

5.2.2 Interview Analysis of Abu Dhabi Department of Economic Development (ADDED)

Table 19 presents an analysis of interview responses from ten ADED employees holding a range of qualifications, positions and professional expertise. Details of the analysis of responses is outlined below.

Three respondents numbered 1, 7 and 8, stated that they were ‘very satisfied with the quality and range of e-services that their administration was offering.Therespondents claimed that consumer satisfaction had been demonstrated through internal research and feedback opportunities provided to e-users accessing the multiple ADDED channels. The remaining interview participants concurred, with respondent number 3stating that “… customers were very satisfied and that’s obvious through the findings of our researchers and the monitoring of our customer happiness feedback.” In summary this research confirmed that ADDED customers are generally satisfied with the existing e-services being provided. This research found that the primary daily e-services being utilized were transactional business licensing and renewal requirements, including registration of corporate names and the payment of fees and fines. In talking about daily duties respondent number 2 suggested that consumers were largely “using different licensing services…on a daily basis. I also deal with customer complaints.” Other interview participants agreed that the daily e-services accessed were predominantly made through the mobile application, particularly for completing registration tasks and accessing information regarding investment requirements and opportunities. This supported the finding that the majority of ADDED e-users were seeking information on specific administrative requirements or seeking to understand required processes and procedures to complete the diverse services associated with their businesses. Responses from ADDED interview participants revealed that whilst there is an overall satisfaction level of ‘slightly high’ amongst the administrations e-users, there remains an ongoing need to continue to evolve e-government services in order to meet changing consumer expectations and technological advances. Respondent number 4 stated that they considered that existing services were satisfactory but acknowledged that there was a need for them to continually improve. The data collected by research using social media confirmed the efficiency and effectiveness of current e-services according to both consumers and administrators. Consumers reported high levels of satisfaction with existing e-service in terms of effectiveness and efficiency of delivery. Administrations reported that they have dedicated teams measuring and evaluating the daily processes of the numerous and diverse sections of e-services and actively work to cooperate with key stakeholders to ensure that the complicated processes operate without interruption or fault and that any issues which do arise are resolved in the back offices, prior to the interruption of consumer experiences. The majority of interview respondents indicated that their organization had fully and sufficiently automated the process of providing e-services. Respondents agreed that their organization was highly responsive to consumer and or provision of e-services, particularly if resolution of the issues required first call resolution KPIs. However, if an issue was affiliated with other entities, the responsive factor was impacted and at times compromised. In reference to resolution of e-service interruptions ADDED interview respondent number 6 proffered that “… it is excellent in comparison to other entities and that’s based on the results of the government level studies.” It was apparent from this research that the e-government services in ADDED are highly responsive and diligently monitored by key performance indicators which give priority to the improvement of responsiveness and closure of any issues interrupting or limited e-services. Respondent numbers 1, 3, 4, 5 and 8 each indicated that whilst consumers were satisfied with the existing e-services, their knowledge in this field of e-government services was limited and many of the administration’s employees possessed only access to limited information relevant to their strictly assigned areas of authority or expertise. This research failed to reveal any major complaints concerning security of information and or of e-services. It was therefore determined that consumers were happy with existing security aspects of e-services. One interviewee made the observation“… we are satisfied that we are applying the highest security and safety standards required by the government of Abu Dhabi and the government of UAE.” The majority of respondents were in agreement that there are strong indications of positive perceptions by consumers regarding continuing improvements being offered though the e-service initiatives. Respondents considered that these positive consumer perceptions existed as a result of the vigilant hourly and daily monitoring by management of the platforms to ensure reliable, secure, uninterrupted services. One interviewee boasted, “… the reputation of our organization has been very good and improving in the last few years. It’s clear through our media analysis team.” Perception regarding the quality of e-service being offered by ADDED appeared to be positive as Access of facilities provided to consumers meets world standards. Currently administration offers services via a physical centre, a mobile application, an online website and it is currently considering and monitoring requests for greater access through social media and even a radio option. Analysis of all responses by ADDED respondents revealed that due to the diversity of channels through which e-services and public information can be accessed, consumer satisfaction levels is high. Respondent number 2 affirmed this with his comment “Yes as I said before we opened every possible channel to reach and communicate with customers.” This research confirmed that the administration had utilized all possible existing channels to communicate with consumers so as to understand their needs and maximize their access to e-service, which serviced as major determinants for the high level of consumer satisfaction and the maintenance of those standards

Respondents reported that research had been conducted to calculate the cost of the deliveringservices in order to structure service costs appropriately. It was determined that chargers to online consumers were reduced compared to traditional delivery methods. One interviewee confirmed “… yes the costs in comparison to the fees is very satisfactory …”. It was however determined that the majority of interview respondent were not aware of the accuracy of e-service cost-structures, however they reported that it was understood to be feasible and affordable. All interview participant responses revealed that they were confident that their existing consumers intended to continue using thee-services provided by ADDED due to the high level of satisfaction with the quality and the cost of services being offered. In response to enquiries about consumer loyalty respondent number 5 confidently answered, “Yes, for sure.”. The majority of respondents reported that they were confident that e-service consumers would recommend the use of their e-service to other stakeholders. Respondent number 6 stated, “yes to my knowledge they do recommend it already as it’s easy and no need to hire anyone to finish their procedures.” Respondents reported that in order to encourage existing or potential e-service users to recommend online access an extensive section explaining the procedures of self-service access had been incorporated into channels. In addition, the ADDED management has provided a dedicated assistance service to instruct and guide consumers on how to utilize e-services as a means of attracting new and return consumers.

5.3 Discussion on Findings

5.3.1 The Concept and Scope of E-Government

The use of innovative digital information technology in the public sector is now the well-established phenomena known as e-government. Globally, modern administrations utilize digital information technology as the dominant means of delivering transactional and information-based services required in the processes of governing (Barrenechea& Jenkins, 2014). This research identified the use of multiple channels delivering e-government services, comprising of websites, apps and contact centres, with long-term future plans to unify all government channels under a single platform referred to as an Omni-Channel Philosophy. Whilst the majority of survey participants agreed that effective e-government necessitates the utilization of all channels, all participants agreed that ongoing utilization of technological advances was an essential criterion to the success of Abu Dhabi e-services. Failure of any administration to incorporate technological advances will lead to their e-services losing relevance, efficiency and ultimately productivity and economic viability (Riley, 2002). Technology has undeniably brought significant and powerful advancements to commerce in general, however to public administrations it has enabled them to meet sophisticated consumer requirements for high-quality services efficiently, effectively and affordably. The findings of this research with regard to the components of e-government and their individual and collective implications are significant in view of the fact that there has been so little primary research to support investigation of the evolution of Emirati or more specifically, Abu Dhabi e-government services or levels of consumer satisfaction. Singh and Sharma (2009) concluded that the two essential prerequisites for the successful implementation of e-government are an ethical and fully functioning administration. It is broadly accepted that both prerequisites are met by the Abu Dhabi administration with the additional resources of visionary leadership, adequate funding, and abundant motivation in the form of diversity of economic development and public infrastructure and a hugely multicultural group of stakeholders. The primary stakeholders of the Abu Dhabi administration are multinational and national corporations, small and medium sized regional and local businesses, Emirati locals, expatriates and foreign investors, many of whom are not citizens, in addition to these are local and regional government departments, administrations and watchdog entities, their employees and agencies. Whilst this is already a complex set of stakeholders there is the additional element of highly ranked public leaders and politicians; each of whom brings diverse but exact requirements to the management of the Abu Dhabi public administration within the Abu Dhabi Emirate. As previously discussed, an initial component of e-governments is the capacity to deliver secure, diverse and complex administrative information and transactions electronically using a wide range of media and technology options which allow safe, reliable and cost-effective interactions and transactions sufficient to power the massive financial and developmental demands of the economy. (Dawes and Prefontaine, 2003). The initial anticipated outcomes for Abu Dhabi’s e-government services were restricted access to public, with the later addition of access to personal data from public administrations and banks. Restrictions were largely due to privacy, confidentiality and security risks to consumers, however with the rapid sophistication of technology e-government has been able to furnish consumers with a full and extensive array of public information.

5.4 Customer Perceptions of E-Government Services

As a marketing concept, consumer perceptions embody the level of understanding or awareness of a product, service or organization that has been developed through advertisements, reviews, public relations, social media, and or personal experience (Ndubisi, Nataraajan, and Lai, 2014). Professional marketers widely practice the art of gaining the wide-scale focus of their target audience’s attention to the product, service or entity that they are promoting. Efficient marketing plans swiftly identify and highlight the strengths and benefits to consumers of using their promoted product or service so as to engage consumers. Globally multinationals, small, medium enterprises and individuals alike habitually invest millions of dollars on marketing strategies in order to increase their profile and or their level of business. Consumer perception is not only associated with businesses, it equally impacts all areas of life and thus it is pertinent for any requirement to formulate a positive image of a person or entity with their target audience (Xiao, et al, 2016). Interview participants from both the ADDED and ADSSSA, reported that consumers indicated positive responses to hypothesis questions on perceptions of e-government services provided by their departments. Whilst this could be dismissed as a subjective claim, one interviewee advised, “the reputation of our organization has been improving in the last few years and that is clear through our media analysis team (Respondent No. 6, ADSSSA). . According to Tabasum, et al’s(2015) study perception is a result of consumer exposure to and response to variables associated with products and services. Additionally,other studies, including Long, et al(2013), have confirmed that perceptions of consumersare formulated through the marketing process. Given that perception is a complex process of selection, organization, and interpretation of information pertaining to specific experiences offered by providers’ through their marketing campaign, the goal of campaigns is for consumers to understand what is being offered to them. Consumer perception is therefore a result of consumer recognition and appreciation on how promoted goods and services can benefit them. The interview findings confirmed that positive consumer perception of ADDED and ADSSSA e-services is primarily due to their timely delivery of reliable, secure, cost-effective high-quality services.

5.5 Customer Satisfaction with E-Government Services

The concept of consumer satisfaction defines the evaluation of consumer perceptions of products and services over an extended period of time Consumer satisfaction provides a strong positive towards achieving customer loyalty, continuing over an expanded period of time (Gustafsson, Johnson&Roos, 2006). These research findings confirmed those of a study done by Angelova&Zekiri (2011), which indicated that consumer evaluation in the services industry, is not only founded on tangibles, as in the appearance, the physical system used, the equipment, the personnel, the materials or the communication. Rather it was found that intangible aspects, such as reliability, being the ability to consistently offer or perform the service assured to consumers in a highly accurate and dependable form. This research found that consumer satisfaction levels of Abu Dhabi e-government services were highly dependent on intangible factors. It was found that 70% of the survey respondents in this study indicated that customer perceptions of e-services provided by their organization was satisfactory due to numerous reasons, including ease of access, availability and responsiveness. Whilst the hypothesis test results indicate that there is a significant relationship between the components contributing to customer satisfaction, the research results clearly indicated that responsiveness was the most significant factor, without compromise most specifically with male respondents. One interview participant stated that the level of satisfaction with ADSSSA channels and e-government services was mediocre, however in contrast the level of satisfaction according to interview responses from ADDED consumers was found to be high. With respect to opportunities provided to Abu Dhabi e-service consumers it was reported that each mode of delivery engaged in assessments to ascertain the level of consumer satisfaction. An ADSSA interview respondent (number 1) commented, “… for customers, various surveys are conducted by channels to assess the performance of the work conducted.” Whilst it was concluded that the levels of consumer satisfaction with e-services was high, those levels differed according to the gender of respondents and the organization to which they were affiliated. It was subsequently found that the assurance of services, meaning the capability and credibility of the system to provide secure services, and responsiveness of the service provider, being the ease of access, approach, and effort undertaken to understand consumer needs, each play vital roles in developing consumer satisfaction (Parasuraman, Zeithaml& Berry (1988). When evaluating perspectives of consumer satisfaction with e-services, the service quality of both tangible and intangible factors pertaining to all services offered, including those offered to government to citizens, government to businesses, government to government and intra-government transactions are considered (Islam & Ahmed, 2007). Consumer satisfaction can be viewed from the two distinct perspectives: transactional specific where consumer satisfaction is measured on the grounds of experiences derived from recent transactions; or from a cumulative perspective, where evaluation of overall consumer satisfaction is considered in terms of entire consumer histories and experiences, without exception or exclusion. The interview responses from both Abu Dhabi government departments being researched demonstrated that customer satisfaction levels being measured were based on literature, survey and interview data. It can be concluded that consumer satisfaction levels are determined through consumer opinions of how offered services or products are perceived. Analysis of a study by Parasuraman, et al (1988) demonstrated that a cumulative perspective of measuring customer satisfaction has the capability of determining current performance in terms of both services provided and predicting post-purchase behaviours. Customer satisfaction is therefore concerned with not just the level of satisfaction consumers experience from using e-government services but also the ways in which the services offer maximum user satisfaction. According to the 2013 global market research report ESOMARa discrete area of research has been established to measure customer satisfaction, which accounts for approximately 7% of market research based on consumer satisfaction levels. Research has confirmed that satisfied consumers can rapidly promote service providers to higher rankings than providers who lacked elevated consumer satisfaction levels (Hill et al, 2007). The results of Hill et al findings correlated with those of a 2005 study byBagdoniene&Hopeniene that found that entities with high levels of staff motivation produced significantly higher levels of consumer satisfaction. Survey respondent responses further demonstrated that elevated staff performance ratings significantly increased levels of consumer satisfaction through the provision of “best” practices, particularly with respect of communication skills. E-government services were consistently highly ranked producing above average satisfactory consumer satisfaction levels which correlated with employee performance levels. The evaluation of customer satisfaction assessment is highly important as it provides reliable, direct, original and representative data that assists an organization in assessing its performance strengths and weaknesses. Additionally, the evaluation of customer satisfaction is beneficial in allowing the formulation of organizational strategies. As previously identified, consumer satisfaction evaluations offer an inclusive scenario concerning consumer behaviours that indicate potential consumer loyalty (Grigoroudis&Siskos, 2010).

5.6 Responsiveness as a Determinant of Consumer Satisfaction with E-Government Services

Research has characterized responsiveness as the apparent interests by a service provider in giving assistance to consumers as and when required. The ability or status of employees to offer required client benefits without showing strain or contempt in a timely fashion has been found to emphatically impact the level of consumer loyalty (Gustafsson, Johnson&Roos, 2006). Consumer needs are fulfilled when service providers give consumers singular consideration from a able, respectful and dedicated representative focusing on the specific issue being experienced by the consumer with regard to consumer welfare. The survey respondents in this study indicated that responsiveness is the key determinant of consumer satisfaction as it ensures provision of consumer support at the time of need. The influence of the factor of responsiveness on levels of customer satisfaction was considerably stronger amongst e-users accessing services via websites (β = -.333; p < .001), than e-users accessing via mobile applications (β = -.088; p = .624). Abu Dhabi e-users are offered assistance around the clock, seven days per week. Similar findings were obtained from analysis of interview data. One interviewee commented that “One of ADSSSA’s main objectives is to connect government entities with the public in a consolidated manner and through all platforms and hence ADSSSA is very responsive to the public and government entities’ needs”. The data supported findings that both e-service providers are responsive to the needs of consumers in a timely manner.

Reliability as a Determinant of Consumer Satisfaction with E-Government Services

Reliability is characterized as the capacity to accurately and consistently provide anticipated administrative services as assured. Reliability further entails the management of consumer issues related to e-services and resolving them in the consumer’s best interests. In order to meet globally accepted quality standards of service administrations, providers are required to rendering accurate, consistent and timely services in order to positively impact levels of consumer loyalty (Palvia& Sharma, 2007). Research has found that reliability is not merely a determinant of consumer loyalty; it acts to assist organizations to increase their levels of consumer satisfaction, which in turn positively impacts consumer loyalty. Reliability includes the management of client account services, accuracy and promptness in fulfilling client instructions, maintaining meticulous records, providing accurate and equitable quotations and the maintenance of high levels of services and delivery at all times in all conditions. Each of these components contributes to the fundamentals of reliability the most essential factor in influencing consumer loyalty (Van Slyke, Belanger, &Comunale, 2004). Survey findings, from both male and female participants, showed a significant relationship between the component of reliability and customer satisfaction levels with existing Abu Dhabi e-government services. Interview participants from both the ADDED and the ADSSSA concurred in the need to provide reliable services in order to maximize levels of customer satisfaction and to expand consumer participation and loyalty. Reliability with ADSSSA and ADDED services is maintained through the provision of consistent levels of product and service availability and delivery. The CRM process of managing cases raised by consumers is both transparent and consistent. In recognition of this, one of the ADSSSA respondents (respondent number 7) illustrated this interconnection by advising “this level of consistency needs all nods of the process to work, but at the same time needs this level in order to provide a comprehensive and complete service”. Our research found that reliability of e-government services maximizes consumer satisfaction by maintaining will conceived services based on customer expectations and in alignment with international best practices.

Access of facilities as Determinants of Consumer Satisfaction with E-Government Services

Riley, (2012) found that resourcefulness, in conjunction with Access of facilities are the most essential elements in assessing levels of consumer satisfaction with specific e-government services. Whilst demographics significantly impact consumer attitudes towards the utilization of technologies in improving e-government services (Ellison &Hardey, 2013) the literature also characterizes access and facilities, referring to usability and viability of equipment and administrators as equally significant factors. The components of access and reliability are best characterized by their simplicity in both supporting consumers and the ease of constituting materials, such as leaflets, handouts and data which can maximize the level of consumer satisfaction and loyalty. The findings of this survey indicated that a significant relationship exists between Access of facilities and Abu Dhabi e-government services. Current complex technologies that are both engaging and appealing to consumers are universally viewed as positive and substantial qualities that contribute to consumer loyalty, and in turn contribute to financial sustainability. According to the opinions of the administration interviewees, Access of facilities were found to be significant determinants of consumer satisfaction. The respondents from both Abu Dhabi entities unanimously stated that access toe-services and facilities have expanded. One interview respondent (number 10) stated, “… facilities provided by ADSSSA are minimal and they are constrained by nature, as only government entities can use in specific timings, like training”. Based on analysis of the interview data this research concludes that in order to enhance consumer satisfaction with Abu Dhabi e-services the factors of Access of facilities need expansion.

Communication as a Determinant of Consumer Satisfaction with E-Government Services

Interview participants largely agreed that communication with consumers is well maintained by Abu Dhabi e-government services through established digital access and government contact centres. This understanding was validated by public administration statistics collected by the above face-to-face and electronic channels. Additionally, government organizations maintain broader communication with consumers through regular scheduled meetings and workshops that allow the dissemination of information and opportunities for consumers to interact and contribute to service development. ADSSSA interview respondent number 6 mentioned, “… for citizens benefiting from enabled services, communication is ensured through the different channels, such as Abu Dhabi government contact centre, which allows tracking of existing cases, instant chatting available around the clock, and online submission forms”. Further findings indicated that prevalence of communication services is a significant determinant of Abu Dhabi e-service consumers satisfaction. Results from analysis of data collected via case studies indicated that there has been a significant relationship between communication and consumer satisfaction with Abu Dhabi e-government services. Research confirmed that male and female consumers equally valued communication as a significant component of customer satisfaction. Secondary research characterized communication as the capacity to autonomously offer support and consideration to consumers (Riley, 2012). Recognition and appreciation of consumer needs and expectations in terms of service provision and support, coupled with the provision of individualized, convenient and accessible communication significantly contributes to consumer satisfaction and loyalty. Lindgren & Jansson (2013) state that enhanced correspondence between administrations and consumers has a positive effect on levels of customer satisfaction.

Cost as a Determinant of Consumer Satisfaction with E-Government Services

Meijer (2015) suggests that consumers view the reduced costs associated with e-services as a reward for utilizing online services, whilst administrations recognize that their ability to deliver cost efficient e-services utilizing an e-government framework is critical. They count the benefits as not only a reduction in the time and cost of providing services, but also as a means of facilitating legislatures, reducing administrative and organizational demands, whilst expanding productivity, which in turn leads to reduced cost. Citizens can more readily concede changes, such as the implementation of e-government activities, if they are able to perceive or recognize potential advantages and that those changes are conceivably beneficial to consumers. The saving of national resources and the widespread utilization of the e-government framework motivate and stimulate public awareness programs to constituents. Additionally, the findings of the literature review for this research was strongly supported by the survey and interview data analysis, which confirmed that the majority of the surveyed respondents agreed that whilst establishment costs were significant, such costs had resulted in positive consumer evaluation with e-services. Results from the case studies from both male and female respondents showed the existence of a significant relationship between the cost structure of e-government services and consumer satisfaction levels. In keeping, both ADSSA and ADDED interview respondents demonstrated that their organizations were operating with effective cost structures. ADSSSA respondent number 9 explained “… since the implementation in 2016 of the Value-Based Budget, ADSSSA measures the costs of all its services transactions, however the cost is based on transaction types and not on citizen/beneficiaries’ type”. The option exists to increase the number of services; thereby developing the administration’s internal capabilities, resulting in a more controlled environment and therefore a more effective cost structure. It was apparent that cost-structure played a vital role in evaluating customer satisfaction levels with e-services.

Conclusion of the Study

This section presents an overall summary and conclusion to the conducted study on Abu Dhabi e-government services and factors impacting levels of consumer satisfaction. Each section of the chapter has been formulated to provide data and analysis of each aspect of the study and the directions taken in the course of the study. The initial section of the study offers the conclusion drawn from the research based on the specific research methods employed. The second section conveys the recommendations of the study and the subsequent and third section denotes opportunities for future research in order to further enhance and project the results of this study further. Each section has been discussed and elaborated as listed below: This study aimed to provide a comprehensive assessment of consumer satisfaction levels with Abu Dhabi e-government services by determining the factors that most significantly influenced the administrations’ consumers. The research hypotheses have been separated into objectives.

To review the literature review in order to examine the factors influencing consumer satisfaction with e-government services.

Gustafsson, et al (2006) define customer satisfaction as a broad evaluation of consumer products and services resulting in committed consumer loyalty built over an extended period of time. This research explored multiple factors affecting customer satisfaction: responsiveness, reliability, access, cost and communication.

To utilize the Canadian CMT factors as a means of assessing the satisfaction levels of Abu Dhabi e-users;

This research established that customer satisfaction levels with e-government services were ranked as moderate. From a survey of three hundred and fifty-one respondents, it was found that 3.75 out of 5 registered levels of satisfaction with existing e-services. The CMT factors of responsiveness, reliability, access and facilities, communication, and costs were able to account for 65.3 per cent variation in e-user satisfaction levels. Access of facilities was the only tested criteria found to be statistically insignificant.

To recommend potential improvements to consumer satisfaction levels by utilizing Abu Dhabi e-government practices.

In pursuit of achieving a deep appreciation of this objective a mixed research methodology was adopted, which comprised an extensive literature review and formal interviews with employees of two key Abu Dhabi government departments, ADSSSA and ADDED. The surveys, which were conducted with three hundred and fifty-one individual staff members, determined perspectives on the quality and significance of consumer-perceived levels of satisfaction with e-government services. The conclusions regarding key findings of the study are drawn below. The combined review of existing literature, and the review of the Canadian CMT factors, presented diverse determinants as key factors of e-user satisfaction levels as identified in this study to determine levels of e-user satisfaction level with e-government services. It has been well documented that e-government necessitates the use of digital information technology in the public sector, including innovative social, transactional, mass media technologies. The responses to the research interview questions reinforced the use of electronic channels of government: websites, apps and contact centres. Ongoing future plans in the e-government revolution include the integration of all government channels into a single platform whilst keeping in focus the principles of consumer satisfaction (Allen, 2005). In advanced technological societies it is paramount that governments expand and modernize as a means of survival (Alomari, 2014). This research concluded that if the Abu Dhabi government failed to keep up with growing technological progress it would cease to hold relevance and achieve developmental goals. The powerful advantages of technology in developing governments enable the navigation of challenges in the public sector and the effective resolution of emerging national requirements. It was concluded that consumer satisfaction is an essential aspect to be considered by the Abu Dhabi administrations as consumer evaluation of public services are considered to be the most reliable and accurate evaluations based on multiple factors, not simply the physical public services provided (Alshehri& Drew, 2010). Seventy per cent of the research survey respondents and the ADDED and ADSSSA interviews confirmed that reliability is considered to be the most important factor when evaluating the e-government services. The results of the hypotheses tests similarly indicated the significant relationship between various components of customer satisfaction. The results concluded that reliability had a considerably more significant impact on client satisfaction levels with both males and females. Responses to interview questions regarding electronically delivered government services listed "easy access" and "responsiveness" as key factors in consumer satisfaction. Therefore, it was deemed to be the act of providing instant electronic services and assisting e-users and or citizens to negotiate or transact the online services that contributed to positive levels of customer service. The level of consumer satisfaction with the ADSSSA channels and services was rated only mediocre, whilst the levels of satisfaction indicated by the responses to the ADDED interviews showed a high level of consumer satisfaction. Based on critical discussions involving the literature review, interview responses, and analysis of survey data, the criteria of “responsiveness” was characterized as the perceived interest shown by administrations in giving timely and effective support to e-users and or citizens. The provision of brief, prompt administrative assistance to clients was found to be the key determining factor in consumer satisfaction e-government services. The perceived ability or capacity of administration personnel to offer required trouble-free support to consumers decisively influences the level of customer loyalty. Customer needs are perceived as met once representatives of the administrative body provide both appropriate attention to enquiries and show respect for the welfare of consumers. This study ascertained that UAE nationals are the primary consumers of Abu Dhabi e-government services. The criterion of reliability was shown to be the fundamental factor impacting e-user levels of satisfaction with the quality of e-services. E-user perceptions of reliability were identified as accountability of management coupled with the provision and delivery of secure, accurate public information and downloads. Research concluded that this was considered the crucial factor impacting consumer participation and levels of satisfaction with the quality of e-services. The conclusion of Angelova&Zekiri’s (2011) Macedonian-based research in assessing consumer satisfaction with the quality of specific services was that there are three preclusive determinants to levels of consumer satisfaction. They identified consumer perceptions of the quality of services and the perceived value of those service and the expectations surrounding the service (Angelova&Zekiri, 2011). Demographic and personal characteristics have been shown to have significant influence in determining customer attitudes to the utilization of technologies in utilizing and improving e-government services. The access and reliability factors relating to customer satisfaction levels were found to be best illustrated by the level of simplicity embedded in the technological platforms and in the extent of user support provided by representatives and the ease in accessing public information previously accessed in printed form. The greater the ease of access and degree of reliability, the greater the level of consumer loyalty and satisfaction recorded. Similar conclusions were drawn from analysis of the survey data, which revealed that there is a significant relationship between levels of satisfaction with the Access of facilities criteria and the level of satisfaction with the e-government services provided in Abu Dhabi. The cost factor associated with e-services is perceived by e-users as a transactional payment for public services, whilst government administrations recognize that a cost-effective e-government framework is critical to the successful execution of e-governance through delivery of least cost services (Anwar, et al, 2016). A key advantage of e-government is the reduction in the time and cost of providing e-services, thus enabling administrations to expand productivity which again generates a reduction in the cost to consumers (Atkinson & Castro, 2008). Consumers of e-services are more likely to accept and engage in electronic government processes if potential advantages are clearly identified and distinguishable in terms of a reduction in fact time and cost of consumption. Advocating a preservation of public funds and the promotion of effective utilization of the e-government framework are powerful motivators to executing valuable public awareness programs to promote the concept and practice of e-government to citizens. Public administrations are dependent on open communication with constituents through regular meetings, workshops and annual procedures to inform, educate and promote initiatives in delivering services.

The Abu Dhabi government contact centre is a measure designed to enable citizens to benefit through ease of communication via multiple channels which allow tracking of consumer concerns and instant chatting. The prevalence of such communication contact points is a strong determinant of customer satisfaction levels with e-government services. A range of customer satisfaction models depicting the qualities of services were reviewed, with both the internal and the external attributes of software showing a strong potential to attract or detract potential and current e-service consumers. The speed and efficiency of processing e-services also proved to significantly enhance e-user perceptions of experiences and satisfaction levels. The dimension of external quality reflects the overall consumer behaviour. The EGOVSAT model of e-government measures the levels of consumer satisfaction with e-service initiatives being offered. The EGOVSAT model reserves the dimensions and constructs for which it was developed to measure the levels of consumer satisfaction of users. It is also concluded that the SERVQUAL model serves to evaluate the quality of services in the marketing sector and hence could be utilized by governments to determine the effectiveness of their marketing programs and platforms (Alanezi&Basri, 2010). The private sector does not utilize this model of communication as it has been embraced in the public sector, as similarly the e-government Citizen Satisfaction Index (CSI) is used only for the measuring of satisfaction level of citizens. It is evident that diverse quantitative models exist in order to measure levels of customer satisfaction, however the qualitative methods of interviews and surveys proved to be the most significant methods of measurement in this research as they directly interacted with service users and providers and therefore they enabled candid and insightful insights and opinions.

Recommendations to the Study

On the basis of the findings of this study there is a recommendation that all identifiable factors contributing as determinants of customer satisfaction: responsiveness, reliability, accessibility and afford ability receive priority consideration for incorporation in further e-government services in Abu Dhabi. This research found that the implementation of Abu Dhabi e-governance is intrinsic to the change of 'administrative procedures’ achieved through co-operation between stakeholders, including e-users. Governments, particularly those in establishing nations, lag well behind in the selection of innovative procedures with their ultimate goal of achieving total e-administration. Social structures identify the themes of e-government activities and data collection therefore effective e-government requires understanding and appreciating the interests and needs of constituents in order to ensure value and quality of e-government services (Affisco& Soliman, 2006). The general population in developing countries lacks information and awareness of administrations in general, and of e-government specifically. Such a lack of understanding of e-government practices and procedures excludes both the exploitation of administrations or of benefiting from e-services. It is recommended that an awareness program be developed to educate citizens. The multiple benefits of public programs are: to build confidence and trust in e-government services; to reduce the percentage of uninformed or inactive users; to develop trust with e-administrations; to eliminate negative perceptions of e-services and ultimately to build awareness and confidence in the use of innovative and technological delivery of e-government services (Al-Athmay, 2013). A further recommendation of the study is for the development and implementation of legislation to guarantee e-users and consumers of the safety and security of e-services. Legislation provides confidence in the provision of efficient, effective and fully supported e-services ensuring consumer support, rights, disclosure and information. A recommendation that the Abu Dhabi government actively work to develop trust and strengthen bonds with stakeholders, specifically UAE nationals and residents; by cooperatively accepting criticism and recommendations on their user-experiences of administrative undertakings. E-user observations of services and interactions are powerfully beneficial, yet a simple method of accessing and utilizing feedback and therefore warrants open encouragement. Elements that influence and enhance the goals and quality of government services include ongoing training and development of employees and upgrading and maintenance of resources. These resources need to be effectively utilized by management to gain improved outcomes for the administration and consumers (Alan & Hasan, 2015). It has repeatedly been established that e-users value and demand the core components of quality e-government services previously discussed. By understanding and meeting consumer needs for administrative data and information with uninterrupted and effortlessness delivery across all departments, come calls for governments to recognize consumer challenges. Alharthi (2016) suggests that the variables of socioeconomics and their impact on users’ perceptions of e-services are an important consideration for administrations. Models discussed can be used to measure the level of national consumer satisfaction. A multidimensional device that indicates both patent factors, those which enable an estimated overview, and the fundamental factors, those that can be induced by patent factors can identify the operational yield points. Alharthi (2016) suggests that efficient administrative procedures of e-services contribute to improved administration. Evaluation models are generally expressive rather than prescriptive in nature and strive to provide an ongoing audit on the perceived philosophies being used by e-governments to indicate levels of user satisfaction. Communication from administrators to consumers' needs to be precise, reasonable, relevant and provide opportunities for receiving and acting on feedback from the clients (Almarabeh&AbuAli, 2010).

Future Research Recommendations

This study strongly recommends further investigation into the issues surrounding customer satisfaction with e-government services in Abu Dhabi through the adoption of additional methodologies and by expanding an alternate range of characteristics in order to determine the levels of satisfaction with e-services. E-government services incorporate a broad area, however this study has examined the primary data from only two government administrations which provides insufficient scope on which to draw universal conclusions. Future research necessitates inclusion of a larger number of respondents and a broader range of service providers. The suggestion for future research is the expansion of this study to include assessment and evaluation of all Abu Dhabi government departments. Future surveys and interviews with government employees from a wide range of government departments and a broader cohort of e-service users would enable a fuller identification of the determinants of customer satisfaction within the e-government context. Customer satisfaction is a broad concept and it is therefore strongly suggested that further research needs to be conducted on numerous aspects of e-government services. This study can be replicated at a jurisdictional level to reflect the levels of satisfaction with UAE nationals compared to those of Saudi Arabian e-government service providers. Additionally, comparative studies on regional and state customer service levels might be conducted for comparison with national levels. This additional data and analysis can add significant value to the determinants of customer satisfaction in the region.

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