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This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Currently, countries worldwide are struggling with the virus COVID-19 and the severe outbreak it brings. To better benefit from open government health data in the fight against this pandemic, this study developed a framework for assessing open government health data at the dataset level, providing a tool to evaluate current open government health data's quality and usability COVID-19.

Based on the review of the existing quality evaluation methods of open government data, the evaluation metrics and their weights were determined by 15 experts in health through the Delphi method and analytic hierarchy process. The authors tested the framework's applicability using open government health data related to COVID-19 in the US, EU and China.

The results of the test capture the quality difference of the current open government health data. At present, the open government health data in the US, EU and China lacks the necessary metadata. Besides, the number, richness of content and timeliness of open datasets need to be improved.

Unlike the existing open government data quality measurement, this study proposes a more targeted open government data quality evaluation framework that measures open government health data quality on a range of data quality dimensions with a fine-grained measurement approach. This provides a tool for accurate assessment of public health data for correct decision-making and assessment during a pandemic.

Many recent studies have highlighted the importance of quality of governance and institutions for economic performance. According to New Institutional Economics, the quality of governance and institutions is a fundamental precondition for sustained increases in prosperity, well-being, and territorial cohesion. The quality of governance influences people’s health, their access to basic services, social trust, and political legitimacy. Governance encompasses the traditions and institutions by which authority in a country is exercised, and its performance can be measured. In this chapter we use the World Bank’s measure Worldwide Governance Indicators (WGI). The aim of the chapter is to highlight the variation of the quality of government between regions of Scandinavia and South East Europe and to analyse recent changes in South East Europe. Not surprisingly, Scandinavian regions outperform all other EU regions in quality of government, and the situation has been stable over time. In South East Europe, the situation has improved, although at a slow pace. Whereas the rule of law and government efficiency seem to be steadily increasing, the fight against corruption has been less successful.

This paper aims to examine the mediating role of occupational stress in addressing the missing gap between organisational intelligence (OI) traits and digital government service quality.

By employing multistage cluster sampling, a total of 394 responses from the Malaysian service providers at federal government agencies were obtained. For data analysis, the partial least square structural equation modelling (PLS-SEM) approach with a disjoint two-stage approach was employed to assess the proposed higher-order model. The analysis was carried out to examine how occupational stress mediates the relationship between OI traits at each component level and digital service quality.

Occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. At the second-order component level, only the employee-oriented OI traits exhibit a significant indirect effect on the digital government service quality. Narrowing down to the first order component level, two OI traits, namely “Alignment and Congruence”, and “Heart” demonstrate significant indirect effects in the mediation analysis.

By incorporating the organisational model of stress (OMS) with public service-dominant logic (PSDL), this paper takes an approach to revitalise the stressors and individual-level performance used in a traditional work setting. Precisely, it examines how digital service quality is influenced by today's high-performing public organisation stressors (OI traits) along with non-technical element (occupational stress). More importantly, digital government service quality was examined from a less emphasised perspective, namely the supply side or service providers’ standpoint in sustaining the digital government service performance.

This study aims to examine the usefulness of trust in e-government to influence the use and success of e-government services within the context of the information system (IS) success model and public value theory.

The study proposed a conceptual model comprising 17 hypotheses tested using structural equation modelling-partial least squares. Data was collected through a structured questionnaire from 369 e-government users from Nigeria.

The results show that trust in e-government is directly influenced by all information quality, service quality and actual use. Also, trust in e-government predicts the public value of e-government, among other variables. Trust in e-government mediates the relationship between the quality dimensions and the public value of e-government. Also, the quality dimensions predict the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between trust in e-government and the public value of e-government.

This study used a targeted and small sample size compared to the teledensity of Nigeria, limiting analysis that might influence the relevance of the variables’ relationships. Other individual characteristics such as self-efficacy and access to information and communication technologies (ICT) and digital literacy were not included in the study.

It is expected that public service managers and ICT implementers would learn and take advantage of the system’s strengths and limitations and resolve expectations to enhance its value.

This study extended the DeLone and Mclean IS success model to incorporate public values as the net benefits of e-government. The public value of e-government was treated as a second-order construct.

The purpose of this paper is to summarize the literature of electronic government frameworks and models to identify various constructs and their relationship to measure the performance of e-government projects.

In total, 77 publications were identified from Scopus database after using exclusion and inclusion criteria. A total of 136 constructs were mapped across five categories. Further using network science, communities of usage of these constructs across different studies were identified.

Dominant constructs used across studies were ease of use, usefulness, user satisfaction, infrastructure, website maturity, security, user trust, transparency, empowerment, operational efficiency, service quality and information quality. This review offers directions for future research in terms of potential for constructs, which have been explored lesser in the existing literature.

The study provides direction for the usage of theoretical lenses, constructs and association among usage for the evaluation of e-government projects, which have been used less in existing literature, and thus, has higher needs for greater exploration. Search scope is limited to Scopus database, which is one of the largest citation database.

It gives information to the policymakers about the importance of the dominant constructs such as user satisfaction, usefulness, ease of use, efficiency and quality, which have been used across the spectrum of studies of e-government performance assessment frameworks and models. Practitioners need to accommodate the relevance of these factors while designing processes and key performance indicators.

This study analyzes the e-government assessment frameworks and gives direction to theory building for future studies.

The purpose of this paper is to investigate the quality determinants influencing the adoption of e-government services in Oman and compare the performance of multiple regression and neural network models in identifying the significant factors influencing adoption in Oman.

Primary data concerning service quality determinants and demographic variables were collected using a structured questionnaire survey. The variables selected in the design of the questionnaire were based on an extensive literature review. Factor analysis, multiple linear regression and neural network models were employed to analyze data.

The study found that quality determinants: responsiveness, security, efficiency and reliability are statistically significant predictors of adoption. The neural network model performed better than the regression model in the prediction of e-government services’ adoption and was able to characterize the non-linear relationship of the aforementioned predictors with the adoption of e-government services. Further, the neural network model was able to identify demographic variables as significant predictors.

This study highlights the importance of service quality in the adoption of e-government services and suggests that an enhanced focus and investment on improving quality of the design and delivery of e-government services can have a positive impact on the usage of the services, thereby enabling the Oman Government in achieving the governance objectives for which these technologies were employed.

Studies in the area of e-government typically focus either on technology adoption problems or service quality problems. The role of service quality in adoption is rarely addressed. The research presented in this paper is of great value to the institutions that are involved in the development of technology-based e-government services in Oman.

This study aims to investigate the quality level of the leading three Public Administration Institutes’ (PAIs) websites in the Arab world.

A convenient sample of 203 Jordanian Government employees answered the questionnaire that assessed five quality dimensions (content, navigation, interface design, accessibility and educational purpose) for each website.

The website of PAI of Kingdom of Saudi Arabia recorded a high level in all quality dimensions, whereas the website of PAI of Jordan recorded moderate quality in all dimensions except for accessibility; the website of PAI of Egypt recorded a high level in all quality dimensions except for the educational purpose. Based on the qualitative analysis, participants agreed that the PAI website has the best quality, accessibility, navigation and design compared with the Egyptian and the Jordanian PAIs websites.

Designers of PAI websites should consider end users’ needs and regularly assess the website’s usability. PAIs developers should also establish more interactive portals to provide transparent and effective electronic services to users. The findings are significant in helping policymakers better understand the importance of distance training and learning using websites and platforms.

Developing a high-quality website enhances the relationship between the government and its employees, consequently establishing the credibility and trust of citizens in public services.

To the best of the authors’ knowledge, this is the first study that measures the quality of PAI websites in the Arab world. The findings provide more cross-culture evidence for the e-government and digital literature in helping policymakers develop more technology interactive platforms.

This study aims to analyze the effect of audit findings and audit recommendations follow-up on the quality of financial reports and the quality of public services in the context of applying accrual accounting systems to local government in Indonesia. This study also examines whether the quality of the financial report affects the quality of public services.

This study employed cross-sectional regression using data from 1,437 observations from 491 districts/cities for 2014–2016. The data illustrates the conditions prior to the adoption of the accrual accounting system (2014), the initial year of application/transition period (2015) and the second year of the expected accrual accounting system (2016).

The results of the study indicate that, in general, the quality of financial reports affects the quality of public services. Regarding the implementation of audits in the public sector, it is also found that audit findings have a negative impact on the quality of financial report and the quality of public services, while audit recommendations follow-up plays a positive role in improving the quality of financial report and the quality of public services.

The implication of the results of this study is closely related to the efforts to realize the ultimate goal of the recent government reforms. In order to increase the quality of public services in the era of higher report requirements through an accrual accounting system, the government should focus on the quality of financial reports, audit findings and the audit recommendations follow-up.

This study provides new insight on the link between the public sector auditing and the quality of accounting in accrual implementation context and the quality of public services.

The purpose of this paper is to investigate the extent to which Web 2.0 applications are prevalent in government web sites, the ways in which Web 2.0 applications have been used in government web sites, as well as whether the presence of Web 2.0 applications correlates with the perceived quality of government web sites.

Divided equally between developing and advanced economies, a total of 200 government web sites were analysed using content analysis and multiple regression analysis.

The prevalence of seven Web 2.0 applications in descending order was: RSS, multimedia sharing services, blogs, forums, social tagging services, social networking services and wikis. More web sites in advanced countries include Web 2.0 applications than those in developing countries. The presence of Web 2.0 applications was found to have a correlation with the overall web site quality, and in particular, service quality.

This paper only covers government web sites in English. Emerging genres of Web 2.0 applications such as mashups and virtual worlds have not been included. Moreover the data were drawn solely from the public domain.

Decision makers and e‐government web developers may benchmark their own efforts in deploying Web 2.0 applications against this study. The numerous exemplars cited here serve as a springboard to generate more ideas on how Web 2.0 applications could be used and harnessed to improve the overall quality of government web sites.

This paper unites two research interests: Web 2.0 and web site quality. It also extends previous studies by investigating the suite of Web 2.0 applications found in government web sites around the world.