The Impact of E-Government Adoption on Public Service Quality and Citizen Satisfaction: The Mediating Role of User Experience

Abstract

The adoption of e-government has transformed the delivery of public services by enhancing accessibility, efficiency, and transparency. This study examines the impact of e-government adoption on public service quality and citizen satisfaction, with a particular focus on the mediating role of user experience. Drawing on theoretical frameworks of technology acceptance and service quality, the research explores how digital platforms influence perceptions of service efficiency, reliability, and responsiveness. Through empirical analysis, the study identifies that e-government adoption positively correlates with improved public service quality and heightened citizen satisfaction. Furthermore, user experience encompassing ease of use, accessibility, and perceived usefulness emerges as a critical mediating factor. The findings suggest that a user-centric approach to e-government platforms enhances service delivery outcomes and fosters greater public trust and satisfaction. This research provides valuable insights for policymakers and government agencies aiming to optimize e-government initiatives and improve citizen engagement through enhanced digital experiences

Key words: E-Government Service, Public Service Quality, User Experience, Citizen Satisfaction