Publication Details

Chatfield, A. & AlAnazi, J. Mutared. (2013). Service quality, citizen satisfaction, and loyalty with self-service delivery options to transforming e-government services. 24th Australasian Conference on Information Systems (pp. 1-11). Australia: RMIT University.


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 selfservice 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 data collected from Saudi citizens/users of e-government transactional services. Multiple regression analysis results provide evidence that, as hypothesized, service quality and citizen satisfaction explain citizen loyalty with e-government services. We also find a moderating effect of citizen characteristics - age and education - on the strength of the model's two hypothesized relationships between service quality and loyalty and between citizen satisfaction and loyalty.