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.
Chatfield, Akemi Takeoka and Alanazi, Jazem Mutared, "Service Quality, Citizen Satisfaction, and Loyalty with Self-Service Delivery Options: A Strategic Imperative for Transforming E-Government Services" (2013). ACIS 2013 Proceedings. 107.