EVALUATING FACTORS INFLUENCING SAUDI CITIZENS' SATISFACTION WITH THE ABSHER PLATFORM USING THE TAM
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Date
2023-12-20
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Saudi Digital Library
Abstract
Governments across the globe have been making steady progress in moving from traditional government to e-government. In an era characterised by the worldwide move from traditional governance models to digitalised public services, most governments are leveraging the potential of digital platforms to enhance efficiency in the delivery of government services, citizen engagement, and the streamlining of administrative processes, as well as to increase interaction and collaboration between citizens, governments, and businesses. Evaluating factors influencing user satisfaction with an e-government platform serves two purposes in the context of this shifting landscape. Firstly, it contributes to the development of e-government practices. Secondly, it has the potential to influence policies that improve the efficacy and citizen-centric nature of digital services. Saudi Arabia (KSA) launched its e-government platform, the Absher system, in 2003, and the platform has been transformed specifically after COVID-19 to improve its efficiency and effectiveness. KSA was ranked 31 in the EDGI survey, climbing 12 places from the last survey (UN, 2022). The government, under Vision 2030, aims to progressively digitise various government services, interactions, collaborations, and citizen engagements. Although various studies have been conducted to explore challenges and various factors for the effective implementation and adoption of e-government in the KSA, studies have yet to be conducted to determine what influences user satisfaction with the Absher system, specifically after extensive improvement in recent years. The study used the Technology Acceptance Model (TAM) as its foundation of analysis and adopted a quantitative methodology, which is an online questionnaire, to evaluate what factors
influence Saudi citizens' satisfaction with the Absher platform. The data sample comprised Saudi citizens above the age of 18 who used the Absher platform. The study sent out the online questionnaire and received completed responses from 233 participants. As per the study, perceived ease of use and usefulness were influential factors in Saudi citizens' satisfaction with the Absher platform.
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Keywords
E-governance, E-government, Digitalisation, Information and Communication Technology, Information System, User Satisfaction, User Technology Acceptance