{"id":"https://openalex.org/W2291450867","doi":"https://doi.org/10.19044/esj.2016.v12n5p346","title":"Evaluating Citizen e-Satisfaction from e-Government Services: A Case of Pakistan","display_name":"Evaluating Citizen e-Satisfaction from e-Government Services: A Case of Pakistan","publication_year":2016,"publication_date":"2016-02-28","ids":{"openalex":"https://openalex.org/W2291450867","doi":"https://doi.org/10.19044/esj.2016.v12n5p346","mag":"2291450867"},"language":"en","primary_location":{"id":"doi:10.19044/esj.2016.v12n5p346","doi":"https://doi.org/10.19044/esj.2016.v12n5p346","is_oa":true,"landing_page_url":"https://doi.org/10.19044/esj.2016.v12n5p346","pdf_url":"http://eujournal.org/index.php/esj/article/download/7035/6758","source":{"id":"https://openalex.org/S2764799362","display_name":"European Scientific Journal ESJ","issn_l":"1857-7431","issn":["1857-7431","1857-7881"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4320800573","host_organization_name":"European Scientific Institute","host_organization_lineage":["https://openalex.org/P4320800573"],"host_organization_lineage_names":["European Scientific Institute"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Scientific Journal, ESJ","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://eujournal.org/index.php/esj/article/download/7035/6758","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5089633853","display_name":"Babur Hayat Malik","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I47720641","display_name":"Huazhong University of Science and Technology","ror":"https://ror.org/00p991c53","country_code":"CN","type":"education","lineage":["https://openalex.org/I47720641"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Babur Hayat Malik","raw_affiliation_strings":["School of Management,\nHuazhong University of Science and Technology, Wuhan China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management,\nHuazhong University of Science and Technology, Wuhan China","institution_ids":["https://openalex.org/I47720641"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Cai Shuqin","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I47720641","display_name":"Huazhong University of Science and Technology","ror":"https://ror.org/00p991c53","country_code":"CN","type":"education","lineage":["https://openalex.org/I47720641"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Cai Shuqin","raw_affiliation_strings":["School of Management,\nHuazhong University of Science and Technology, Wuhan China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management,\nHuazhong University of Science and Technology, Wuhan China","institution_ids":["https://openalex.org/I47720641"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Cai Shuqin","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I47720641","display_name":"Huazhong University of Science and Technology","ror":"https://ror.org/00p991c53","country_code":"CN","type":"education","lineage":["https://openalex.org/I47720641"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Cai Shuqin","raw_affiliation_strings":["School of Management,\nHuazhong University of Science and Technology, Wuhan China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management,\nHuazhong University of Science and Technology, Wuhan China","institution_ids":["https://openalex.org/I47720641"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027536580","display_name":"Abdul Ghaffar Mastoi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I47720641","display_name":"Huazhong University of Science and Technology","ror":"https://ror.org/00p991c53","country_code":"CN","type":"education","lineage":["https://openalex.org/I47720641"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Abdul Ghaffar Mastoi","raw_affiliation_strings":["School of Public Administration,\nHuazhong University of Science and Technology, Wuhan China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Public Administration,\nHuazhong University of Science and Technology, Wuhan China","institution_ids":["https://openalex.org/I47720641"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5027536580","display_name":"Abdul Ghaffar Mastoi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I47720641","display_name":"Huazhong University of Science and Technology","ror":"https://ror.org/00p991c53","country_code":"CN","type":"education","lineage":["https://openalex.org/I47720641"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Abdul Ghaffar Mastoi","raw_affiliation_strings":["School of Public Administration,\nHuazhong University of Science and Technology, Wuhan China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Public Administration,\nHuazhong University of Science and Technology, Wuhan China","institution_ids":["https://openalex.org/I47720641"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048333525","display_name":"Noreen Gul","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I172780181","display_name":"University of the Punjab","ror":"https://ror.org/011maz450","country_code":"PK","type":"education","lineage":["https://openalex.org/I172780181"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Noreen Gul","raw_affiliation_strings":["School of Public Administration, Punjab University , Lahore , Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Public Administration, Punjab University , Lahore , Pakistan","institution_ids":["https://openalex.org/I172780181"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048333525","display_name":"Noreen Gul","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I172780181","display_name":"University of the Punjab","ror":"https://ror.org/011maz450","country_code":"PK","type":"education","lineage":["https://openalex.org/I172780181"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Noreen Gul","raw_affiliation_strings":["School of Public Administration, Punjab University , Lahore , Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Public Administration, Punjab University , Lahore , Pakistan","institution_ids":["https://openalex.org/I172780181"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5075855182","display_name":"Hifza Gul","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I99165933","display_name":"University of Gujrat","ror":"https://ror.org/01xe5fb92","country_code":"PK","type":"education","lineage":["https://openalex.org/I99165933"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Hifza Gul","raw_affiliation_strings":["University of Gujrat"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Gujrat","institution_ids":["https://openalex.org/I99165933"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075855182","display_name":"Hifza Gul","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I99165933","display_name":"University of Gujrat","ror":"https://ror.org/01xe5fb92","country_code":"PK","type":"education","lineage":["https://openalex.org/I99165933"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Hifza Gul","raw_affiliation_strings":["University of Gujrat"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Gujrat","institution_ids":["https://openalex.org/I99165933"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":26.2364,"has_fulltext":true,"cited_by_count":58,"citation_normalized_percentile":{"value":0.99251046,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":"12","issue":"5","first_page":"346","last_page":"346"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/citizen-satisfaction","display_name":"citizen satisfaction","score":0.7059999704360962},{"id":"https://openalex.org/keywords/e-government-services","display_name":"e-government services","score":0.8880000114440918},{"id":"https://openalex.org/keywords/determinants-of-satisfaction","display_name":"determinants of satisfaction","score":0.800000011920929},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.6639999747276306},{"id":"https://openalex.org/keywords/accessibility","display_name":"accessibility","score":0.5929999947547913},{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9599999785423279},{"id":"https://openalex.org/keywords/computer-anxiety","display_name":"computer anxiety","score":0.9980000257492065},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.9959999918937683},{"id":"https://openalex.org/keywords/security-and-privacy","display_name":"privacy and security","score":0.890999972820282},{"id":"https://openalex.org/keywords/e-government-adoption","display_name":"e-government adoption","score":0.6240000128746033},{"id":"https://openalex.org/keywords/punjab-pakistan","display_name":"Punjab, Pakistan","score":0.6439999938011169}],"concepts":[{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.7512519955635071},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6318403482437134},{"id":"https://openalex.org/C170007233","wikidata":"https://www.wikidata.org/wiki/Q211017","display_name":"E-Government","level":3,"score":0.554585874080658},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5160202980041504},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4832909405231476},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4518078565597534},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4125773012638092},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3591705560684204},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.3563324809074402},{"id":"https://openalex.org/C67363961","wikidata":"https://www.wikidata.org/wiki/Q5268834","display_name":"Information and Communications Technology","level":2,"score":0.11098915338516235},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.19044/esj.2016.v12n5p346","doi":"https://doi.org/10.19044/esj.2016.v12n5p346","is_oa":true,"landing_page_url":"https://doi.org/10.19044/esj.2016.v12n5p346","pdf_url":"http://eujournal.org/index.php/esj/article/download/7035/6758","source":{"id":"https://openalex.org/S2764799362","display_name":"European Scientific Journal ESJ","issn_l":"1857-7431","issn":["1857-7431","1857-7881"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4320800573","host_organization_name":"European Scientific Institute","host_organization_lineage":["https://openalex.org/P4320800573"],"host_organization_lineage_names":["European Scientific Institute"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Scientific Journal, ESJ","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.19044/esj.2016.v12n5p346","doi":"https://doi.org/10.19044/esj.2016.v12n5p346","is_oa":true,"landing_page_url":"https://doi.org/10.19044/esj.2016.v12n5p346","pdf_url":"http://eujournal.org/index.php/esj/article/download/7035/6758","source":{"id":"https://openalex.org/S2764799362","display_name":"European Scientific Journal ESJ","issn_l":"1857-7431","issn":["1857-7431","1857-7881"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","vabb-shw"],"host_organization":"https://openalex.org/P4320800573","host_organization_name":"European Scientific Institute","host_organization_lineage":["https://openalex.org/P4320800573"],"host_organization_lineage_names":["European Scientific Institute"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Scientific Journal, ESJ","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.5473999977111816}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2291450867.pdf","grobid_xml":"https://content.openalex.org/works/W2291450867.grobid-xml"},"referenced_works_count":63,"referenced_works":["https://openalex.org/W116825630","https://openalex.org/W163357665","https://openalex.org/W174086077","https://openalex.org/W192643995","https://openalex.org/W602725313","https://openalex.org/W1499170180","https://openalex.org/W1536405136","https://openalex.org/W1572462488","https://openalex.org/W1965121599","https://openalex.org/W1965574139","https://openalex.org/W1971684258","https://openalex.org/W1973413681","https://openalex.org/W1975694814","https://openalex.org/W1980643748","https://openalex.org/W1981178093","https://openalex.org/W1988203348","https://openalex.org/W1989980410","https://openalex.org/W1990245965","https://openalex.org/W2001127692","https://openalex.org/W2006801858","https://openalex.org/W2021773989","https://openalex.org/W2023407407","https://openalex.org/W2028184439","https://openalex.org/W2032343616","https://openalex.org/W2035731507","https://openalex.org/W2037353893","https://openalex.org/W2044207520","https://openalex.org/W2046153801","https://openalex.org/W2060917072","https://openalex.org/W2061098951","https://openalex.org/W2061875897","https://openalex.org/W2069861487","https://openalex.org/W2073379693","https://openalex.org/W2084313508","https://openalex.org/W2087194825","https://openalex.org/W2087537696","https://openalex.org/W2088479487","https://openalex.org/W2098473226","https://openalex.org/W2101923460","https://openalex.org/W2106611382","https://openalex.org/W2110078189","https://openalex.org/W2110691539","https://openalex.org/W2113891085","https://openalex.org/W2122114252","https://openalex.org/W2122912498","https://openalex.org/W2130006747","https://openalex.org/W2140890354","https://openalex.org/W2142599319","https://openalex.org/W2144598155","https://openalex.org/W2146143340","https://openalex.org/W2150563888","https://openalex.org/W2150929043","https://openalex.org/W2152739340","https://openalex.org/W2155791402","https://openalex.org/W2160772997","https://openalex.org/W2168972045","https://openalex.org/W2186642069","https://openalex.org/W2187742081","https://openalex.org/W2964677788","https://openalex.org/W3015634246","https://openalex.org/W3147435909","https://openalex.org/W4285719527","https://openalex.org/W7030239333"],"related_works":["https://openalex.org/W4403482168","https://openalex.org/W2745327834","https://openalex.org/W2802876797","https://openalex.org/W7019991593","https://openalex.org/W2092539219","https://openalex.org/W3023184770","https://openalex.org/W4411757726","https://openalex.org/W1501466005","https://openalex.org/W2751935626","https://openalex.org/W2912228505"],"abstract_inverted_index":{"Citizen":[0],"satisfaction":[1,146],"is":[2,35],"a":[3],"critical":[4],"and":[5,31,78,96,131,152,161,170],"decisive":[6],"factor":[7,132],"for":[8,28],"persistent":[9],"use":[10],"of":[11,23,42,44,87,90,100,112,115,145,147,163,166,172],"e-Government":[12,24],"services":[13],"as":[14],"it":[15],"can":[16],"substantially":[17],"impact":[18],"on":[19,127],"failure":[20],"or":[21],"success":[22],"projects.":[25],"Main":[26],"hurdle":[27],"e-government":[29],"planners":[30],"practitioners":[32,153],"in":[33,67,106,109],"Pakistan":[34,116],"to":[36,51,119,141],"find":[37],"out":[38],"the":[39,53,143,179],"key":[40,124],"determinants":[41,82,165],"e-satisfaction":[43],"their":[45],"citizens.":[46,149],"This":[47],"article":[48],"actually":[49],"tries":[50],"identify":[52],"major":[54],"factors":[55],"that":[56],"drive":[57],"Pakistani":[58,148],"citizen\u2019s":[59],"e-Satisfaction":[60],"while":[61],"using":[62],"Punjab":[63,113],"Province":[64,114],"Portal":[65],"(http://www.punjab.gov.pk/)":[66],"Pakistan.":[68],"After":[69],"extensive":[70],"relevant":[71],"literature":[72],"review":[73],"we":[74],"formulated":[75],"7":[76,80],"hypotheses":[77],"distinguished":[79],"different":[81,110],"namely":[83],"trust,":[84],"accessibility,":[85],"awareness":[86],"e-services,":[88,91],"quality":[89],"computer":[92],"anxiety,":[93],"customer":[94],"expectations":[95],"security/privacy.":[97],"A":[98],"sample":[99],"survey":[101],"data":[102,121],"from":[103],"200":[104],"employees":[105],"8":[107],"universities":[108],"cities":[111],"was":[117],"gathered":[118],"perform":[120],"analysis.":[122],"Several":[123],"outcomes":[125],"based":[126],"multiple":[128],"linear":[129],"regression":[130],"analysis":[133,160],"were":[134,175],"exhibited.":[135],"These":[136],"final":[137],"results":[138,162],"would":[139,155],"help":[140],"understand":[142],"degree":[144],"E-governmental":[150],"policy-makers":[151],"both":[154],"be":[156],"benefitted":[157],"by":[158],"this":[159],"these":[164],"e-satisfaction.":[167],"Some":[168],"recommendations":[169],"implications":[171],"our":[173],"findings":[174],"also":[176],"addressed":[177],"at":[178],"end.":[180]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":11},{"year":2019,"cited_by_count":12},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":5}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
