A Conceptual Model of the Mediating Effect of Service Value on Smart Government Service Quality and Users Satisfaction in UAE

Abstract

Smart government provides e-service through many different information technology applications. UAE provides e-services to deliver an integrated public services to its citizen easily through various information technology including smart phone application. This paper presents an initial study to establish relationship between the service qualities with citizen satisfaction for UAE smart government services. Based on the literature review a proposed conceptual model was presented. The model is a mediation model where it intended to determine the mediating effect of service value on smart government service quality and users satisfaction in UAE smart government service. It depicted six noteworthy groups of components, specifically information quality, service quality, system quality, product quality, service value and citizen satisfaction. This research is significant because citizen satisfaction is one of the most important in terms of activity rates, labor absorption and creating employment opportunities among others. This model is expected to assist the government in providing quality service to users’ satisfaction in UAE