User Experience in E-Government Services: An Examination of the Absher Platform, Saudi Arabia's E-Government Service

Abstract

This study focuses on the user experience of the Absher platform, an e-government service catering to both Saudi and non-Saudi residents. The primary objective was to analyse the user experience, with sub-objectives aimed at identifying potential strategies for enhancing user experience and platform accessibility. The study also sought to understand how different user groups, based on their familiarity and geographic location, perceive the platform. A deductive research approach, underpinned by the positivist research philosophy, was employed. Data was collected using online surveys, chosen for their cost-effectiveness, speed, and convenience. The research provides insights into the factors influencing user experience on the Absher platform and offers recommendations for its improvement.