Analysis of Citizens Satisfaction (Acceptance & Needs) for E-Government Public Services: Evidence from Palestine رسالة ماجستير

Abstract

With the remarkable and rapid technological development, governments are developing services and quality of services by exploiting this technological development. The so-called e-government was launched to provide services to citizens electronically. The aim of this e-government is to provide a public benefit to society in general, and to improve and develop public services by measuring the satisfaction of citizens and analysis of their needs. Thus, e-government is one of the main pillars to develop the general structure of public services through the use of technology and communications to improve the performance of government agencies and to provide high-quality services. This was an interesting research point, especially as the e-government in Palestine is under construction. The research problem is to analyze the needs of citizens in the public services of the e-government and measure their acceptance to adopt e-government, especially as the e-government in Palestine is under construction. This research will be considered as an essential pillar of the success of the electronic as that in the construction of any product must take into account the needs of users in its construction. Irtahi, Y.( personal communication , November 8, 2018) The research is based on several hypotheses revolving around analyzing the needs of citizens and the division of public services from the perspective of citizens and measuring the extent of acceptance of e-government and what factors directly affect the adoption of e-government. The research attempts to answer the main questions of the research through the use of two global models: Kano model, which analyzes the vi perception of citizens for public services and divided into: Must-be, One-dimension), Attractive and Indifferent Services. The UTAUT model measures citizens' acceptance of the idea of e-government through key independent factors: Performance Expectancy, Effort Expectancy, Social Influence and Environment Facilitating Conditions and their impact on the dependent factor: future trends and the intention to use e-government (Behavioral intention) This relationship is measured by intermediate factors: gender, age, scientific level and residential area. The researcher used the questionnaire method and the elements of the questionnaire was formed by studying the literature in this topic and collecting previous information. Where the information was collected randomly from the target population of the West Bank and those over the age of eighteen and have the right to use e-government, where the population reached in 2018 (1,711,334) people. The sample of the study was based on 400 questionnaires and the response rate was 52%. One of the most important results and recommendations of this study is that most of the public services surveyed in the questionnaire were services that should be provided by the government in the e-government as it directly affects the satisfaction of citizens, which affects their acceptance of the existence of e-government. The acceptance of citizens for the existence of e-government was analyzed and found that all factors are influential, but the facilitating conditions factor and the performance expectancy of e-government are the more factors affecting the acceptance of citizens. One of the most important recommendations that can serve the government at this stage is to include all services that have been classified as services must be available and considered an integral part of e-government because of its impact on the satisfaction of vii citizens. Giving the government importance to the supportive environment that must be available to use e-government and focus on the performance of this e-government because of their impact on people's acceptance of e-government.