The Impacts of e-Services in Saudi Arabia During COVID-19: A User's Perspective

Abstract

The purpose of this research paper is to understand the impacts of e-services in Saudi Arabia during COVID-19 from the user’s perspective. The research used the Impact indicator of the e-government value chain model, which had 3 sub-indicators namely: output (improved services and user satisfaction), impact (financial and non- financial benefits), and outcomes (public goals). The use of the model helped guide the research and gave it a deeper understanding of the impact of e-services. To understand the impact from the user’s perspective, the researcher distributed 425 questionnaires to Saudi citizens and residents. The questionnaire responses and secondary data were analysed using the e-government value chain, and the results indicated that during COVID-19, the output: are improved service delivery, which led to increased citizen satisfaction levels, the impact: cost reduction, reduced response times, increase speed of service, and finally, e-services have helped Saudi Arabia attain NTP objectives and several SDGs. The research contributes to existing knowledge on e- services, and aims to bridge the gap in the literature on the impacts. The research also contributes suggestions for improvement and further research.