Enhancing User Experience in E-Government Services: A Study on Service Quality in Saudi Arabia

Abstract

User experience (UX) and e-government have been the focus of recent research, including studies on factors influencing UX. However, most existing research has not presented a consolidated framework of the most significant UX factors in the e-government government field, especially in Saudi Arabia. Moreover, government agencies strive to increase the number of users and improve the UX of the services provided, by imposing a set of standards that must be followed during the designing and developing of government services. To achieve the government’s goals, this study aims to propose a comprehensive framework includes the most important factors affecting UX in Saudi e-government services. This research is based on a qualitative interpretive approach to data collection and analysis. Data was collected using open-ended and semi-structured interviews, along with an extensive literature review. The Analytical Hierarchy Process (AHP) was then used to rank the proposed factors. We found that effectiveness and perceived usefulness factors are critical effect on UX. While aesthetic and branding factors are important, they are considered less critical compared to functional aspects.