Development and Validation Dimensions for Measuring E-government Service Quality and their Linkage to User' Satisfaction and Trust: The Case of the Kingdom of Saudi Arabia

The implementation of e-government has changed the delivery of information and
services in public agencies from human resources and paper based to digital since
over a decade ago. Government websites offer online services to their citizens and
others, which may include official transactions, information distribution and perhaps
data collection, online enquiries, submission for regulatory or funding purposes, and
awareness programs. Online services through the internet have contributed to
reducing the cost of operations and improving customer services in the public sectors.
Quality of service is fundamental to public acceptance and to encourage usage of e-government
websites, although this aspect is frequently overlooked during the design
and implementation stages of online public services. Besides efficiency, ease of
navigation and comprehensive information, these websites require an investigation
tool to monitor user satisfaction and user trust.