Service quality, citizen satisfaction, and loyalty with self-service delivery options: a strategic imperative for transforming e-government services

With the growing recognition of the citizen’s role in service demand and self-service delivery, there is an increased impetus on building citizen satisfaction and loyalty with government’s e-services. With the global trend in transforming government services through e-government, research on citizen interactions with web-based self-service delivery options has been recently emerging in IS and e-government literatures. This study aims to contribute to post-adoption research by developing a model of citizen loyalty with government online self-service delivery options. We empirically test the proposed model through an analysis of 402 survey responses collected from Saudi citizens/users of e-government transactional services. Liner multiple regression analysis results find evidence that, as hypothesized, service quality and citizen satisfaction explain citizen loyalty with e-government services. They also find the moderating effect of citizen characteristics – age and education – on the strength of the model’s hypothesized relationships between service quality and loyalty and between citizen satisfaction and loyalty.