EVALUATING THE ROLL OF SERVICE QUALITY AS A MEDIATOR ON USER SATISFACTION IN E- GOVERNMENT APPLICATIONS

This study is designed to assess the mediating effect of the Service Quality in shaping the experience of users of e-Government applications. Users normally evaluate their satisfaction in using technological innovation such as e-Government from their direct and indirect involvement and the perceived value of the system in question. To study the mediation effect, a self-administered questionnaire based on a tested model is used to collect the experience of users of recently implemented e-Government applications in the public sector in Saudi Arabia. Data was gathered from 208 internal respondents and then analyzed using structural equation modeling (SEM). Different mediation models were tested and evaluated using common standard SEM parameters. The results showed that the value perceived from the System Quality and Information Quality does impact the User Satisfaction, but Service Quality was found to play a stronger role in mediating the relationship between User Satisfaction and both the System Quality and Information Quality. The degree and direction of this mediation were analyzed and interpreted from the user and the technical support perspectives. The study compares these findings with those from earlier studies using similar models.