A review to identify citizens' satisfaction factors to enhance public E-services in Oman

Fatma Saif Al-Busaidi, Ali Al-Aufi, Taisira Al-Balushi

Research output: Contribution to journalArticle

Abstract

Despite the fact that the cost-efficiency of online channels has made public organizations to select it as delivery medium of choice, the public, on the other hand, still tend to favor traditional channels like face-to face, and phone over electronic channels. The contrast between these two views highlights a gap in preferences toward service delivery, and this could be because of misunderstanding among decision makers about how the personal characteristics of citizens influence their choice of channels. Thus, this study aims to identify the factors that will have the greatest impact on citizens' satisfaction with public e-services in Oman, and to propose a conceptual framework to extend and test the study further.

Original languageEnglish
Pages (from-to)3989-4002
Number of pages14
JournalInformation (Japan)
Volume19
Issue number9B
Publication statusPublished - Sep 1 2016

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Keywords

  • E-government
  • E-government factors
  • E-service quality
  • Public e-services
  • Satisfaction

ASJC Scopus subject areas

  • General

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