Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

中文翻译：

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服务质量、信任度和满意度对青年公民对政府电子服务忠诚度的影响

目的

本研究考察了多维结构对公民对电子政务服务忠诚度的影响。更具体地说，它考察了服务质量、信任度和满意度对这些服务的忠诚度的影响。

设计/方法/方法

这些数据是通过问卷收集的，问卷由沙特阿拉伯政府大学的 780 名预科生完成。参与研究的学生使用了沙特阿拉伯教育部提供的统一系统进行大学录取。使用结构方程模型分析数据。

发现

主要发现表明，服务质量、对政府的信任、对电子政务服务的信任和公民满意度等因素在培养公民对电子政务服务的忠诚度方面发挥着重要作用。对政府的信任对公民对电子政务服务的忠诚度的直接影响最大，服务质量对公民忠诚度的总体影响最强。相比之下，公民满意度对公民对电子政务服务的忠诚度影响最小。

原创性/价值

本研究提出了一种结合服务质量模型和信任理论的公民对电子政务服务忠诚度的新模型。此外，本研究首次将信任分为三个因素——对政府的信任、对电子政务的信任和对信任的倾向——并将它们整合到一个模型中。此外，该研究揭示了满意度和服务质量在培养公民忠诚度中的作用。这项研究的结果填补了公民对电子政务服务的信任度、满意度和忠诚度方面的知识空白。