Hisham Mbaidin, Khaled Mohammad Alomari & Radwan Saleh Al Jbour
This research aimed to study the quality of e-service and its impact on citizen’s satisfaction. The research measured and analyzed the quality of e-service through five dimensions: Reliability, Availability, Privacy and Responsiveness. A survey that consisted of 32 questions had been sent to 350 citizens, 279 valid replies had been received and used in the analysis. To analyze and evaluate the results, we used descriptive statistics including mean, percentages and frequency count, and some inferential statistics like Cronbach Alpha, Pearson coefficient, multiple correlation, ANOVA and multiple regressions. The findings of the research showed that the citizens had evaluated the quality of the e-services (throughout all dimensions) as fair or medium service, the citizens were satisfied with three of the E-service dimensions: Reliability, Availability and Privacy but they were not satisfied with the Responsiveness. The research also found that there is a positive and significant impact of each of the e-service quality dimensions on the citizen’s satisfaction. The research proposes several recommendations that could raise the citizen's satisfaction such as increasing the awareness of the importance of the e-services provided, provide the citizens with enough information and guidelines on the systems usage, conduct workshops and live demonstration on how to use its system, have a special and qualified support team available at all times to help users to solve any problem they might face, answer the 's questions and enquires as fast as possible and expand, modify and update the systems so they include all the services customers need.