Examining the Impact of Dubai Smart Government Characteristics on User Satisfaction

Abstract

Information and telecommunication technology (ICT) are today practiced in various public sectors and are considered as a cost-effective and convenient means to encourage openness, transparency, and to reduce corruption. It has also put innovation and ICT more than ever at the heart of smart development. Presently, this phenomenon has also been adopted by governments so as to cope with various problems created by increasing urban populations in their countries. The main objective of this study is to examine the influence of Dubai smart government characteristics on the user satisfaction. Online survey was used to collect data for this study, the sample size was determined as 250 users of Dubai smart government services, who are users who got the services from five major strategic or government partners of smart government establishment: Dubai Police, RTA, DEWA, DHA, and Dubai Municipality. PLS (Partial Least Squares) SEM-VB (Structural Equation Modelling-Variance Based) was employed to assess the research model by utilising the software SmartPLS 3.0. This paper adds to the existing literature of smart government characteristics (Information System Quality, Relationship with Public Agencies, Leadership, Accountability and Transparency, and Productivity) and user satisfaction (Usefulness, Awareness, Service Quality, Trust, and Social Influence). The results of this study have the potential to give further insights into Dubai government to improve their users’ satisfaction

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